Customer service on Twitter
What happens when companies participate and listen to the various social media networks? They gain customers and more importantly they gain loyalty and word of mouth marketing. A good example was posted on Zig Ziglar’s Blog. He talked about his experience at the Chicago O’Hare airport and his difficulty with www.Boingo.com to find the local hotspot . After some frustration in not being able to connect he tweeted his frustrations. Within 10 minutes he received a direct message,DM, on Twitter from Boingo asking him to call the number and they would hook him up.
Their timely response has definetly created a strong relationship between Boingo and this customer. Personal focus and quick action is valued by today’s consumer. When you value your customer this much it shows - quickly addressing their concerns will produce a story that will be stronger than any “canned” marketing message. For the full story
An important step to duplicate this type of customer service is to keep a close ear to the conversations taking place on social networks regarding your company. There are many tools available to follow conversations - You can set up Google Alerts for your company, you can search your company name or products on search.twitter.com, you can do a search on blogs using Google’s blog search.
