It appears that a standard is starting to form in the world of Social Media. Twitter seems to be the social media vehicle of choice for customer service,  handling complaints, and squeaky wheels  issues while Facebook is being used for cheery news, fans, and  brand boosters. The corporate Twitter strategy seems to deal with with customer service/outreach. Twitter has become the front line customer service hub for organizations to calm customers’ nerves, keep them informed and engaged.

AT&T is using Twitter to respond to angry customers who cannot get iPhone 4s due to a huge backlog of orders. While customers were entering complaints on AT&T’s Facebook fan page, there were no responses on Facebook. There was not much on AT&Ts Youtube channel either. But their Twitter stream was being responded to  during the day with helpful and compassionate responses.

Similarly McDonalds did not address the Shrek glasses recall on its Facebook Fan Page, preferring Twitter.

Microsoft will direct people who ask customer service questions on Facebook to their support site or Twitter.

There are exceptions though. Vodaphone in the UK does use Facebook for customer service as well as Twitter. It also uses Youtube but more for prepared videos on new handsets.

Read more details at this excellent article.

I wonder if this emerging trend will become a standard.


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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.

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