Using Twitter to Improve Customer ServiceThursday, May 13, 2010
One of the best uses of Twitter for business is to use it as a customer service channel. Listening and observing the conversations happening about your brand and industry can help you develop better marketing and customer relations strategies going forward. If you engage with the conversations happening in an authentic way, it can also help create a better experience for your clients.
A great "real-life" example of this happened recently. Desert Botanical Gardens in Phoenix hosted an event last week and had been promoting it on Twitter and Facebook. Fortunately, the person handling their account went beyond just promoting it and actually paid attention to what their customers wanted. Here is the conversation:
Many companies assign someone to their Twitter account and then use it as a one-way push marketing tool, completely ignoring the conversation of their fan base. Because Desert Botanical Gardens was paying attention, they were able to make a change to their event menu that is most likely appreciated beyond the initial person to bring up the lack of vegetarian options.
How do you use Twitter to listen and engage with your client base?