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.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

One Response to “Customer Satisfaction techniques using Twitter”

  1. Are Customers really expressing their Satisfaction using Social Media? | Customer Satisfaction and Reputation Management Says:

    […] 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 […]

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