Tweet your way to a solution
As Twitter has taken the pole position in the social media race, companies are finding themselves increasingly having to respond to one customer at a time – under the public glare of a million, billion or more consumers and onlookers. I can only imagine how the Galdiator like theater must be when a single customer with a legitimate (or not!) grief can literally make or force a large company to not only respond but also resolve their complaint.
Here are my 3 points to ponder for today:
- As much as companies get grief for “bad” customer experiences, do they get enough credit for the “good” ones?
- Is this model of 1:1 response sustainable as larger numbers of consumers go online and Tweet everything from waiting time in queues to episodic chronicles of their product use?
- And finally, are consumers themselves going to find this newly found medium become less effective as more consumers use this channel – i.e. will you be lost in the proverbial “you are the next caller” kind of queue?
All said, the most encouraging element to me in all this debate is how the new medium has also empowered individual employees of these companies to do the right thing … and that can ONLY be a good thing!
