Last week, we talked about using Twitter when your company gets a bad rap. This week, we’ll continue to talk about how Twitter can help a company provide top-notch customer service.
1. You will find out very quickly which folks are not happy with your company or your products/services. Comcast figured this out really fast. As did Dell, and AOL, when instead of the company taking measure to rectify the situation, they ignored it. Customers took it to the web. In 2009, the place it ends up is on Twitter. Don’t believe me? Just go look. There is more information being exchanged, commented on, argued, and retracted on Twitter than in a typical office. Millions of people are going to Twitter to find out what’s going on.
2. Twitter hash tags are a great way to find out if your company is the target of a bad media campaign. If you’re company has a hash tag, that will be where the comments start to show up. Hash tags are now becoming the default MO for the heavy hitters of Twitter. If you’ve got an irate customer out there, they’ll figure out how to hash their message, because it will go even more viral.
3. Twitter is a great place not only to keep track of your company’s image, but of your competition’s image and/or customer service. There’s nothing embargoed on Twitter. Everything gets out, and I mean everything. Skittles just scuttled a campaign highlighting Twitter last week after Twitter users protested by posting rude and racist comments on their home page. Why? It felt gimmicky. Instant feedback. That’s the power of the web, folks.
How can you use Twitter today? Can you at least find out if your company has made its debut yet? Can you track those comments and find out what you should do about them? If they’re positive, all the better for you!
