Social Media; The New Frontier in Online Customer Service

It doesn’t take a Willy Loman to understand that in business, customer service drives customer satisfaction and customer satisfaction drives sales. Traditionally, establishing personal relationships was a key factor. Today’s challenge for online retailers is creating personal relationships within the impersonal technologies of ecommerce.

Van Nuys, CA, November 01, 2010 --( For an Internet retailer specializing in all grades of floor covering, social media presented a new frontier in personalizing the online sales experience. Since its inception in 2007, the Area Rug Club has been dedicated to total customer satisfaction.

Winner of the LA Daily News Reader’s Choice Award, the company is widely known for its over-the-top Area Rugs Club benefits; 150% price match guarantee; 30-day in-home trial period and multiple freebies, such as no-tax shipping, rug pads and no restocking fees. Impressive as these may be, the owners still sought avenues to enhance their customer interaction.

The Club’s initial foray into personal interaction with their customers was a company blog made available on the website. The success of this venture prompted the Area Rugs Club to explore the social media phenomenon by creating a page on Facebook. In a relatively short period of time, the Club’s Facebook page evolved into an Interior Design information center and one of the fastest growing FB sites related to floor covering and home décor.

Interaction with FB friends has helped the Area Rugs Club assess how to better serve both their current and future customer base. According to Sales Manager, James Bajoul, "Social media provides a new source for communication between company and customer. As an online business we find social media sites like Facebook helpful in increasing our brand awareness, as well as market feedback on our company and extensive product line."

The technological ability of social media to turn online communication into interactive dialogues is rapidly becoming a driving force in creating value for businesses and customers alike. As this new frontier of personalizing the online experience advances, one can only imagine how customer service in the future will take shape. is part of a family-owned business founded in 1984. Membership is free and automatic with a first purchase. offers thousands of floor covering options at the lowest prices in the marketplace. Exceptional customer service, an easily navigable website and value-added articles, all serve to optimize a member’s ability to choose the perfect rug for the best value.

James Bajoul