1. Denial - first stage of social media grief in which the marketer refuses to acknowledge the existence of social media. This was the case early on in the industry's development. Luckily, I don't think there are many companies left that think like this.
   Common phrases: "It's just a kid's thing," or "It's just a fad."
   Common behaviors: avoiding the Internet, putting hands over ears and singing "I can't heeeeeaaaarr yoooouuuuu. La la laaaaa."


2. Anger - In the second stage, jealousy and rage are misplaced and rage ensues.
   Common phrases: "This is stupid," "I've got better things to do with my time."
   Common behaviors: full-fledged slave to work email; increase in print or television media buy to show effectiveness and superiority.


3. Bargaining -Anger gives way to hope that incremental adoption of social media will be enough to make a difference.
   Common phrases: "If we have a Facebook page, we should be covered," "Let's just create a blog," or "Let the agency figure it out."
   Common behaviors: the use of social media only in time-limited campaigns; half-hearted efforts on a limited number of social sites.


4. Depression -The fourth stage manifests itself in an understanding that the inevitable cannot be delayed and the marketer becomes doleful.
   Common phrases: "Twitter/Google/Facebook is taking over the world," or "We're overwhelmed with choices."
   Common behaviors: moping; pacing; complaining to friends on Facebook.


5. Acceptance -With the final stage, the marketer finally realizes that social media is here to stay and begins to determine ways to integrate activities and craft strategies that are truly integrated.
   Common phrases: "Let's craft a comprehensive social media strategy," or "Let's spend some time listening to what consumers are saying about us."
   Common behaviors: integration of marketing and communications functions, determination of measurement goals, online and offline alignment from the beginning of projects.

• Comcast is the shining example of customer service on Twitter, led primarily through the efforts of the head of their digital team, Frank Eliason (aka @comcastcares on Twitter).
• Recently, Best Buy ran national TV spots promoting their Twelpforce - a legion of their "blue shirts" available to help people who submit questions for Best Buy via Twitter.
• And Zappos bills themselves as "a customer service company" as they train every single employee on customer service and even have Twitter baked into their corporate site.
• Get Satisfaction has become a place where consumers and industry alike monitor and comment on, in an effort for more transparent dialog.

Evidence shows that customers will no longer tolerate the rushed and inconvenient service that has become all too common. Instead, they are looking for a satisfying experience. Companies that provide it will win their loyalty.