Big Brands are starting to monitor and use Twitter to respond to dissatisfied customers. Many companies are creating new job types such as Chief Bloggers, Directors of Digital Care, Social Media Strategists, Heads of Social Media, Customer Relationships Experts and Corporate Twitterers. Here are actual samples of digital conversations from large organizations found on Twitter. Notice the trends in these interchanges fall into two categories.
1. Resolving customer satisfaction issues, generally off line (ie not through Twitter) and there are some examples where customers have responded well to the treatment they received.
2. Provide input on new products or services the customer would like.
Every organization that deals with consumers will soon need to have a monitoring and feedback strategy.
http://twitter.com/ford (6,991 followers at last count)
http://twitter.com/mas (4,081 followers at last count)
http://twitter.com/wholefoods (696,021 followers at last count)
http://twitter.com/easyjetcare (651 followers at last count)
http://twitter.com/airasiadotcom (3,670 followers at last count)
http://twitter.com/ask_wellsfargo (1,662 followers at last count)
http://twitter.com/jetblue (581,232 followers at last count)
http://twitter.com/CarnivalCruise (6,397 followers at last count)
http://twitter.com/comcastcares (19,944 followers at last count)
http://twitter.com/LionelatDell (2,812 followers at last count)
http://twitter.com/americanapparel (26,263 followers at last count)
http://twitter.com/BofA_help (2,365 followers at last count)
http://twitter.com/starbucks (194,342 followers at last count)
Many thanks to Trendwatching at Trendwatching.com for these examples.
Volunteer 'Customer Service' improves Customer Satisfaction?
October 23rd, 2009 at 12:03 am
[...] and services being sold AND the way the products and services are being marketed to them. See my earlier post on how Twitter is being [...]