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Expert urges brand communication  An expert has urged people to put a face to a brand to open up communication with customers.
The benefits of putting a human face to an online business profile have been highlighted by an expert.
Geoff Galat, vice president of marketing and product strategy at online customer experience management company Tealeaf said that a "contact point" was a great way to "communicate with customers".
He said: "Doing it at all wins you the respect of online audiences almost automatically. Often they just want to know someone is there in case they need them.
"By responding quickly and efficiently to any criticism, brands can reduce the impact of any negative comment."
While establishing a point of contact through websites such as Facebook or Twitter could be beneficial, an alternative would be to create an online video so that users can get to know a customer service team.
A recent survey by eBay found that 79 per cent of bricks and mortar firms believe that the introduction of online trade has helped to save their business.
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