Who would have thought that a successful tip for surviving life after college would be to use and understand a social media outlet like Twitter? Well these days if you are not in the know about Twitter and how companies are using it for free to their advantage then your chances of getting a job will decrease greatly.
Oh no not that word again…TWITTER! It is literally the hottest word in the world and is slowly causing a whole new slew of words to arise. There are new words associated around Twittering for example, Dweet, which is a Tweet you write while drinking alcohol. Due to the uproar of Twitter and the limitations of expressing yourself in a world of only 140 characters a whole new language has evolved and now there are even Twittonaries popping up to help people become better acquainted with the lingo.
Now on to my Twittermazing experience. One Sunday night a few weeks ago due to some frustration I tweeted from my blackberry about how much I disliked Comcast because our cable and Internet never work despite them setting it up and us always paying the bill on time. To my surprise the next morning when I checked Twitter I had an @ reply from someone named ComcastBill asking me what seemed to be the problem. I wrote back and said I simply didn’t know but was dissapointed with the fact that we paid so much and it never just worked correctly. He asked me for the # off of my cable box and then checked it through the system insuring me that it must be a problem with the actual cord because everything else was running smoothly.
He then told me he could send someone out the same afternoon and I told him that my roommate was home so that would work out fine. A few minutes later I called my roommate to tell her that a Comcast worker would be stopping by and when she answered she told me not only had he already come but he fixed the problem and was already gone!
This amazed me, I didn’t even have to pick up my phone or go online to Comcast and I got my cable fixed within less than 24 hours of it not working! Truly a shining example of a company that has a ton of money and utilizes social media by employing someone to monitor Comcast tweets online all day and night. I didn’t even have to ask and I got my problem solved for me!
Here are some other great examples of companies using Twitter to enhance there customer service:
HR Block : http://twitter.com/hrblock
Whole Foods: http://twitter.com/wholefoods
Southwest: http://twitter.com/southwestair
If all companies were utilizing Twitter their satisfaction rates would most likely go up. The bottom line is that we live in a digital world where people like things to happen at the speed of light and if you can use a free service that is easy to use and easy for your customers to use and is totally sufficient then what are you waiting for?
Tags: Blackberry, business ethics, Comcast, customer satisfaction, customer service, Domino's, dweet, Southwest, tweet, twitter, whole foods
That’s awesome. It’s true, many companies would benefit greatly from using Twitter. Just the other day, @wearingmascara was tweeting about how annoyed she was with Pizza Hut. What companies must realize is that if someone tweets about a negative experience he/she has had, other people will find out…fast. Now, I’ll probably think twice about ordering from Pizza Hut, but I’ll be quick to renew my service Comcast. I can’t explain why exactly, but hearing stories like that really affects me.