How to Get Customer Service via Twitter
There has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and responding to customer service issues. Some of this interaction has been in the Twitter community, with Comcast being one of the more active participants as of late. Although in some cases, customers twittered their frustration after failing to receive the support they needed through traditional methods, in many cases, Twitter was the first place the customers vented their frustration, and then were surprised when they received a response from a support rep or company spokesperson.
But what we wanted to find out is which companies are using Twitter for customer service? And how can you get a company's attention via Twitter?
Comcast is Watching You
The trend of companies being tuned in to what's being said on the web may not have begun with Comcast, but even if they were not the first, they are the company receiving the most attention around their activities as of late.
Given the nature of their business as an internet provider (as well as some of their questionable practices - like bittorrent throttling), they were sure to attract the attention of the internet-connected folks who blog, socialize, and use Twitter.
One of the more notable examples of Comcast in the Twittersphere was their response to Michael Arrington's internet outage, something that he railed about on Twitter after Comcast support failed to resolve his issue - a method that worked rather well.
Even though Arrington's Comcast experience gathered a lot of attention, a Comcast rep notes here that this practice is something the company has been doing for going on six months now and that most people find the experience a positive way to interact with the company.
Other Customer Support Experiences on Twitter
Comcast is certainly not the only company using Twitter for customer service. Let's run down some of the other major players gaining attention for their Twitter-savvy:
Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them. Unlike Comcast, though, their Twitter activity hasn't received a large amount of attention, outside of marketers and social media pundits. (Perhaps because there are fewer complaints?)
Then there is Twhirl, a somewhat obvious example of a company that would use the medium as they are makers of the popular Adobe AIR Twitter client. For instance, Mack Collier posts about his experiences with Twhirl's support via Twitter on his blog:
Case in point, a few months ago I started using the Twitter client Twhirl. One day I tried to sign-onto Twitter with Twhirl, and Twhirl said it didn't recognize my password, and wouldn't let me sign-on. Frustrated, I posted on Twitter that I couldn't get Twhirl to work, and that I was going to download and try Snitter (a competing service to Twhirl), instead. Almost instantly, someone from Twhirl contacted me via Twitter, and walked me through the process to get Twhirl working for me again. I have used Twhirl ever since.
Southwest Airlines is also heavily involved in the Twitter community, using the service to inform their customers know about deals among other things. Jackie Huba reports getting a tweet from them explaining that if she booked a ticket using PayPal, I'd get $50 back in PayPal credit.
Southwest is also known to tweet press happenings and pointers to blog posts, while also staying tuned into conversations about their brand. David Armano had recently flown Southwest Airlines and found the airport check-in a two-button breeze, something which he mentioned on Twitter. He received a "thank you" from the airline a few hours later. How nice!
Blogger Cyndy Aleo-Carreira ( @fourlittlebees ) said she had received support from Socialthing! !, Twhirl , and Toluu developer CalebEston via Twitter. When I spoke to her about her experiences, she describes a recent example when she had an issue with Toluu:
I got my invite and went to log in. Whenever I can, I use my OpenID because I'm tired of entering passwords in Passpack. However, OpenID failed. I have a low threshold for fails of that variety, so I Tweeted that it was a bad first impression. Within about two seconds, I had a response from @calebelston asking me what issue I had, could I describe it, etc. Best part is that I sent him the info, as well as the issues I was having importing my complete OPML file to Toluu, and then forgot about it. You know how it gets when you are trying 85 apps at a time. Then I get an email from him: Hey, we've been working on this issue. Would you be willing to try it again and see if it works? I was floored that he remembered to come back and contact me.
She also detailed her issue with Socialthing on her blog, saying:
They must have been monitoring Twitter, because my short little blip about the error received an immediate reply asking for a screenshot, and a blog post about the issue went live shortly after. Socialthing was back up and running quickly.
All Companies Should Get on Twitter!
Social news up-and-comer, Mixx, is another company monitoring tweets. Blogger Helen Thompson had some trouble with the service and tweeted a negative comment on Twitter. She explains what happened:
Next thing I knew, Mixx had added me on Twitter. This led me to joke that perhaps I could invoke Johnny Depp and get the same response. Sadly, this wasn’t the case, but the good folks at Mixx patiently sidestepped the joke and asked what hiccup I had run across. I wasn’t able to reproduce the problem...However, I was very impressed: within a few minutes of making a complaint about a technology, the technology folks approached me with “Hey, I see you had trouble with our platform. What can we do to make it better? OMG if VW had done this with me when my Jetta was made of fail, I might not be driving a Toyota today!
That last bit is worth a second look - companies could potentially lose customers when they appear to not care about your issues. Without knowing what her Jetta issues were, it's hard to say whether VW was ever given a chance to address them, but it's still interesting to think that even a frustrated customer like her could have been turned around had someone responded to her problems.
Maybe car salesmen should keep Twitter accounts? Wouldn't that be something! What if every business you interacted with had a Twitter address? You wouldn't have to follow them per se, and be inundated with marketing drivel (unless of course, you wanted to), but if you ever tweeted a problem, they would be right there to help.
It could be that, at some point, the companies that aren't on Twitter will begin falling behind in customer satisfaction without even knowing why...and losing customers in the process. Maybe not a car manufacturer as big as VW...as least not yet...but here on the web, these Twitter conversations could be the "make or break" point for new internet startups.
... But Don't Forget Traditional Customer Service
Social media blogger, Corvida of SheGeeks, frustrated by an auto-reply email message that MyBlogLog sent in response to her support request, twittered her frustration and received a response from the company only 10 minutes later.
SheGeeks Tweets
This particular incident, though, points to a larger issue - as is often the case with Comcast issues, people are venting on Twitter as a last resort after the company failed to deliver quality support via more traditional channels.
While it's nice to know that Twitter is available as a way of getting a company's attention, all methods of customer service and support should be treated with the same consideration.
By pouncing on the Twitter complaints while ignoring the emails, one has to wonder if the company is, in fact, more concerned with reputation than they are with service.
For Companies: How To Track Tweets
A Salesforce community manager, Kingsley Joseph, explained how he monitors tweets so quickly - he uses a Yahoo Pipe that tracks Salesforce's online word of mouth. He even coded a generic pipe which people can use to track mentions of their company. Here's the pipe.
Via the Church of the Customer blog, here's how to use the pipe:
In the search field, fill out the terms you want to track. For example, Salesforce Ideas could use: "salesforce+ideas", ideaexchange, ideastorm, dellideastorm, mystarbucksidea. Usually the second field (URL fragment to ignore) should be .yourdomain.com . This is to prevent posts made in the your own blog/community from showing up. The dot before the domain is important. The first time you run the search, Yahoo might return an empty list. To force it to go fetch feeds, click "More Options" and then click "Get as RSS". You can then hit back and re-run the pipe successfully. Titles are de-duplicated and sorting is reverse chronological. Multiple search terms can be used and the matched term will be prefixed to the title of the post.
Salesforce's Yahoo Pipes Tool
Other methods for tweet tracking can involve using a service like Tweet Scan, which performs real-time monitoring of Twitter. Take a look at a Tweet Scan for keyword "Starbucks," for example, and see what we can learn:
- Rom wants to know about the new Pike Place blend
- Winterheart is drinking Italian Roast.
- Stlplace thinks Starbucks should be worried because the McCafe iced latte not too bad and it's cheaper ($2.79 for medium size, no extra for syrup)
- RonHubbard is also digging the new Pike Place blend.
- tdcool is listening to Starbucks' Ambient Luxe album and thinks it's quite relaxing music
And this was just a cursory look.
Starbucks Tweets
But Tweet Scan isn't the only way to search Twitter. Quotably also does Twitter searches where conversations can be followed in a threaded fashion. Matt Dickman rounds up even more services that may be of use.
For more advice, Charlie O'Donnell good job listing ways a company can use Twitter.
And for companies needing even more help, companies like Radian6 are now offering social media analysis and monitoring solutions for PR and advertising professionals.
For Customers: How to Get Support
In addition to the companies mentioned above, several businesses have "community managers" active on Twitter. These reps act as evangelists, customer service reps, and public faces for the company the represent. Blogger Mario Sundar posted a list of the community managers he found on Twitter (which I edited to remove the people whose Twitter username he couldn't find):
- Will Pate: Community Evangelist - ConceptShare (@willpate)
- Mario Sundar: Community Evangelist - Linkedin (@mariosundar)
- Eric Skiff: Community Evangelist - Clipmarks (@ericskiff)
- Marilyn Pratt: Community Evangelist - SAP Labs (@marilynpratt)
- Brett Meyers: Community Evangelist - Zloop (@brettmeyers)
- Ryan Knight: Community Manager - Yahoo (@yank)
- Jennifer Puckett : Community Manager - Disney (?)
- Jim Lynch: Community Manager - Ziff Davis (@jwlynch)
- Jake McKee: Community Guy - Formerly Lego (@jakemckee)
- William Azaroff: Community Engagement - VanCity (@wazaroff)
- Carole McManus: Community Specialist, formerly Yahoo 360 (@puttopal)
- Asa Dotzler: Catastrophist, Mozilla (@asadotzler)
- Anand Iyer: Developer Evangelist - Microsoft (@anandiyer)
- Damon Billian: Director of Customer Evangelism - Mint (@dbillian)
- Domini Perri: Community Manager, Utterz - (@domjp)
- Daniel Ha: Disqus (@danielha)
Dominic Perri, the Community Manager over at Utterz, introduced himself in that post's comments, too. (@domjp)
Let's also add Flock (@Flocker) whose community manager is @evanhamilton, Lookery (@Lookery), and Toluu (@calebelston).
I'm sure this list is woefully incomplete, but, despite the numerous Twitter apps, no unified resource of this information is currently available. We encourage companies with a support rep or community manager on Twitter to respond in the comments on this post with your information so our readers can beginning building their own personal Twitter service directories.
And if you've received customer service via Twitter, please feel free to share your stories here.
Comments
Subscribe to comments for this post OR Subscribe to comments for all ReadWriteWeb posts
As I was whining this morning about my son's Mac refusing to boot, I received a direct message via Twitter from an Apple tech who gave me step-by-step directions on how to recover.
As a PC person, I cannot tell you how comforting it was (and how much better I feel about Apple) to get that tweet and have it work. The Mac lives, thanks to Twitter.
Posted by: Karoli | April 10, 2008 4:45 PM
Great article, Sarah.
I just reread my quote, and realize I sounded whiny about PassPack, which is totally not the case; it's probably my most used Web 2.0 app! I do prefer using OpenID, however, especially when I'm testing an app I may hate and never return to, because it just gives me one more entry I probably don't need to hold on to.
I also think that Twitter allows a much more immediate response than email does. It's less about public perception and more about sitting there coding and seeing an alert pop up about your app while you are multi-tasking. You can't read email an code at the same time, but you can watch for Twitter alerts as they scroll past.
Posted by: Cyndy Aleo-Carreira | April 10, 2008 4:45 PM
I've had the folks at WordPress respond to me as well.
Posted by: engtech | April 10, 2008 4:53 PM
Tweets are an important, but small part of customers' voice on the web. That's why I built myself a tool that did what I wanted to do - listen.
BTW, I'm not a support representative at salesforce - there are folks who do that way better than I can. I just manage online community and social media.
Posted by: Kingsley Joseph | April 10, 2008 5:22 PM
I got the same help from TWhirl. I was ready to uninstall it after it continually jammed on me and I happened to casually mention on Twitter that I was ready to install Snitter instead.
Suddenly I was "pounced on" by TWhirl who eagerly helped me to find out why TWhirl jammed and they didn't stop until they persuaded me to give TWhirl another shot. They were firing message after message suggesting possible reasons for the problems I was having.
I didn't know whether to be impressed with the attention or be stunned that they were so desperate for me not to leave!!
Posted by: Mark O'Neill | April 10, 2008 6:13 PM
Small correction: Pipes is a Yahoo product, not Salesforce.com as the caption suggests.
Posted by: Ben Tucker | April 10, 2008 6:55 PM
I ended up trading tweets and e-mails with Anil Dash of Six Apart, as a result of my twittering about upgrading my blog to Movable Type 4.
Posted by: chris | April 10, 2008 7:13 PM
Great Article, Sarah, and well researched.
I think it's great that the Comcast example helped to raise awareness of the fact that several companies are already listening and engaging online and seeing clear benefits for themselves and their customers.
The companies that are participating are getting lots of points with their customers just for being there and responding. It is remarkable to them because it is still a surprise (a pleasant one) for customers to actually get a response. They appreciate the fact that you are responding to them versus asking them to go through hoops to get service.
Thank you also for mentioning Radian6. We appreciate that. Our tool is used for online listening (for your brand or industry) in social media and, yes, that also includes twitter... all in real time of course which is critical if you want to do customer service.
We also listen for our own brand and we respond to inquiries online, including twitter, and we always get a positive reaction when we connect with someone who has a question.
I am confident that this will eventually reach critical mass and we will see this as a standard practice.
Thanks for writing about this.
Marcel
CEO, Radian6
Posted by: Marcel LeBrun | April 10, 2008 8:30 PM
If you need help with the firefox add-on Shareaholic(.com), you can directly tweet me @meattle
Posted by: Jay Meattle | April 10, 2008 9:04 PM
From the vendor side, I've enjoyed exceeding the expectations of some by responding to issues or successes they've voiced via Twitter when I figure they had no idea PRWeb was monitoring.
But I can't help but realize if/when Twitter achieves critical mass similar to email, mail and phone, my ability as a single point of contact will become less feasible and responding to Twitter will need to fall into the processing flow of email, phone messages and the like.
And the honeymoon will be long over.
Posted by: Joe Beaulaurier | April 10, 2008 10:20 PM
Great post! Though I've been really enjoying talking to our customers with my personal @anildash account on Twitter, these days, the most fun is using @sixapart as the official Six Apart Twitter account, not just to respond to questions, but to have conversations with bloggers in general.
Admittedly, we don't spend as much time/focus on our Twitter account as we do on our many company blogs, at least yet, but from the standpoint of a company evangelist it's a really satisfying way to stay in touch with the conversations around our company and industry.
Posted by: Anil | April 10, 2008 10:58 PM
I should mention -- 37signals very kindly mentioned the Six Apart twitter account very early on, and that really helped a lot of people understand how we were using the service. See: http://www.37signals.com/svn/posts/533-eerie-timing-on-365-main-press-release
Posted by: Anil | April 10, 2008 11:00 PM
Nice compilation of some of the businesses on Twitter. Few months ago I wrote on my blog about the reasons why companies should do this. I am excited to see that so many have!
Here is a write up I did about southwest and H&R Block being on Twitter for anyone interested.
http://www.socialjump.com/2008/04/02/twittering-for-business-southwest-airlines/
Posted by: William Smith | April 10, 2008 11:36 PM
I'm the Community Manager at Tangler, and I use Twitter to reach out to our members. As mentioned in the article, it's a great way to provide instant support when needed, but (perhaps more importantly), it also allows for communication on a slightly more personal level, which usually trickles through into other networks (real life, IM, Skype, Facebook etc). I now count many Tangler & Twitter users as my friends, and it was precipitated just because of the added layer of interaction between us.
Oh, and I can be found here: http://twitter.com/dekrazee1
Posted by: Rai | April 10, 2008 11:50 PM
Fantastic article. Twitter has become a great resource for helping people find information about a certain product, or helping them with specific service needs.
I certainly do whatever I can to assist anyone with our applications, games, etc. from Stardock.
@islanddog
Spencer Scott
Technology Evangelist
Stardock
Posted by: Spencer Scott | April 11, 2008 5:43 AM
This also works from blogging. If blogged about my experience with products before and had someone from the company contact me. If you put it out there someone will find it.
Posted by: Kyle James | April 11, 2008 5:55 AM
Definitely a great article!
I'm the Community Manager at ACDSee
@cbensen on Twitter
Posted by: Connie Bensen | April 11, 2008 6:03 AM
Great article.
Your readers might want to try www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.
Your disputes could be resolved using MeasuredUp if the company you reviewed reads your review or another consumer could give you advice. When you have good things to say a company could reward you.
It is free and easy to use and your info is private.
I have tried some other sites that are also good but really like this one.
Posted by: Marc | April 11, 2008 6:28 AM
@Kingsley corrected
@Ben T. I don't think people would be confused if they also read the article, but, nonetheless, corrected
Oracle has a relatively large and growing Twitter community too; see list at http://wiki.oracle.com/page/Oracle+Tweeters.
Posted by: Justin Kestelyn | April 11, 2008 7:45 AM
i tweeted my frustration with kronos a while back, and @kensavage responded within seconds. he couldn't fix my problem, but he did pass along my sentiments and offer a bit of consolation :)
Posted by: justin | April 11, 2008 9:16 AM
Terrific article, Sarah!
Other honorable mentions:
@sernovitz - Andy Sernovitz, CEO of the Blog Council (my boss)
@leahjones - Edelman PR whiz
@richardatdell - Richard Binhammer, Director of Corporate Communications, Dell
@lionelatdell - Lionel Menchaca, Dell Chief Blogger
---
Michael E. Rubin
Call me: 312-932-9000
Tweet me: @merubin
See an orangutan: http://tinyurl.com/6pardf
Posted by: Michael E. Rubin, Blog Council | April 11, 2008 9:33 AM
I work for Vidoop, we have an OpenID provider running at http://myvidoop.com
If you have any issues with myVidoop, OpenID questions, or just want to say hello we twitter as @Vidoop / http://twitter.com/vidoop
Posted by: Kevin Fox | April 11, 2008 10:53 AM
I made a casual reference on Twitter as to how cool Pandora.com was. Within minutes I was notified that @pandora_radio was following me. Neat, I thought, and followed back.
Two days later, I was curious about something in the Pandora interface. A quick tweet to @pandora_radio had my question answered within minutes. Awesome.
Posted by: Colin Carmichael | April 11, 2008 12:35 PM
I'm glad you covered this because I've also had several positive experiences with customer support over Twitter, documented here:
http://oracleappslab.com/2008/03/26/customer-service-that-works/
Justin didn't mention that he manages Oracle's TechNet community (@oracletechnet).
I'm the community manager for Oracle Mix, our business network/idea site (@jkuramot).
Posted by: Jake | April 11, 2008 1:59 PM
Great post! Love it. It goes both ways, too. I followed Comcast (http://twitter.com/comcastcares) earlier this week, and they followed me back. Nice. Now, I can see how companies that do this kind of outreach react to their customers.
Posted by: Eric Suesz | April 11, 2008 3:27 PM
Doesn't scale well.
With a small company it's easy to monitor one of the Twitter search engines, then to @name them in your public stream (because few seem to read direct messages). But once you start getting up to a few hundred messages a day, then it really doesn't work anymore.
This is particularly true with the common support dilemma of finding out what, precisely, the customer wants to improve. A single message doesn't usually get to the core problem.
A company needs a real channel for dissatisfied customers in general, not just the few early adopters on Twitter. If you need "Customer Service", then contacting customer service directly will take you further faster. If the access route is not readily discoverable, then *that* is the root problem which needs to be solved, not just one particular comment.
(Think it through... if a company's other service channels "are broken", then how much longer would it take to break a less-functional alternative, like 140-char messages?)
jd/adobe
Posted by: John Dowdell | April 11, 2008 7:49 PM
Sara,
Nice job pulling together so many good studies. It's great to see that the recent Comcast story isn't the only one out there about corporations that actively monitor Twitter.
Seems that companies these days have three choices:
A) Assume Twitter is another web 2.0 fad that will disappear.
B) Don't get it and will wait until Twitter gets acquired bya massive media conglomerate and then made ready for prime time (imagine if AOL went after Twitter after finishing off Bebo?).
C) View Twitter as another conduit for customer service and a soapbox for brand detractors, and an opportunity to build your company's credibility with customers (new and old).
(And yes, "C" is the right answer, for all of you playing along at home!)
I'm working with a client who's been watching Twitter for awhile now and had our first good experience recently. It started as a customer complaint, which we were able to resolve quickly via Twitter. Afterwards the customer was so happy to see that someone was listening on Twitter and ready to jump in to help that he immediately turned around and tweeted that he was impressed that the company was monitoring Twitter.
We're going to see more and more examples of this kind of behavior, which will logically turn into expected behavior where brands that "get it" will be monitoring and engaging with Twitter in this capacity.
So message to brands out there that AREN'T already doing this: Get on the bus...monitoring Twitter (for the right reasons) really does work!
Regards,
Seth
Posted by: Seth Brady | April 11, 2008 9:41 PM
Twitter is incredibly powerful and it amazes me that more companies aren't using it to gage how customers feel about particular products, especially ones that would have a core demographic of Geeks.
All you companies, get on Twitter and start hearing what people are really saying about you, not what they say in stupid polls.
Posted by: Michael | April 12, 2008 9:39 AM
thanks for the post. while i'm not having issues with comcast, i have had issues with ridiculous energy bills from Texas co-op CoServ. A friend advised that i blog my experience as companies seem to respond quicker to negative web press.
Posted by: stacey | April 12, 2008 2:24 PM
HI,
Can U rate the site: www.fnbworld.com...also suggest ways to gather more traffic plz? Thanks a lot.
Posted by: Frank | April 13, 2008 1:28 AM
Sarah,
I am glad to see I'm not alone in providing guidance, support - and most importantly, my ear to the many who Tweet about our agency.
Brian Humphrey: Chief Evangelist - Los Angeles Fire Department (@LAFD)
..while I don't profess to offer response times comparable to calling 9-1-1, I am deeply pleased to use Twitter and other forum feeds to help people in Los Angeles (and far beyond) lead safer, healthier and more productive lives.
Respectfully Yours in Safety and Service,
Brian Humphrey
Firefighter/Specialist
Public Service Officer
Los Angeles Fire Department
Posted by: Brian Humphrey | April 13, 2008 10:39 PM
Hey. Super. See how many different ways you can use the social media sites for other things. Customer support, health care, emergencies, results are the natural applications extensions. @ www.findnearyou.com we also provide something similar but with more features under Mylist.
Posted by: ram | April 14, 2008 2:22 AM
Dear Stacy(who posted comment #30),
I noticed your post because my Google Alerts are set to notify me with any CoServ Electric mentions, and I want you to know that I'm very sorry you had difficulty in the past with my company. I would very much like to hear your feedback in the interest of improving our customer service.
Please contact me at kgloria@coserv.com at your convenience or call me directly at 940 321 7840. I don't know your last name or account number, but with that information, I can research your account and thoroughly address your concerns. As a cooperative, member satisfaction is very important to us, and we are committed to providing safe, reliable service as close to cost as possible.
Sincerely,
Kathryn Gloria
CoServ Electric
PR/Marketing Communications
7701 South Stemmons
Corinth, Texas 76210
Posted by: Kat | April 14, 2008 2:58 PM
Twitter has been pretty useful for us here at General Motors. While we haven't yet started using it for customer service, we've found it's a great way to hear what's on the minds of consumers regarding cars and trucks. I haven't tried Kingsley's service yet, but Tweet Scan has been very handy.
Posted by: Adam Denison | April 15, 2008 6:55 AM
Oh, VW had plenty of opportunities to make it right. Every time they did, they charged me anywhere between $400 and $1200 to fix the problem, and then looked surprised when the same light would turn on again two months later. I realize it's apples and oranges in many respects, but my experience with the Jetta was educational with respect to a brand I had loyalty to but walked away from, and occasionally I invoke it (as well as Verizon) as a prime example of "the matter with thinking your brand will save you when you screw up."
Thanks for the link and the excellent recap of much more on the topic.
Posted by: Helen Thompson Mosher | April 16, 2008 3:48 AM
Don't forget the piece Twitter did on our proactive support via Twitter:
http://blog.twitter.com/2008/01/37signals-likes-twitter-for-business.html
We have 7 of our employees actively Twittering with customers, and our own company Twitter feed to update our customers:
http://www.twitter.com/37signals
@sh for help with Basecamp, Backpack, Campfire or Highrise.
Posted by: Sarah Hatter | April 18, 2008 11:14 AM
Wow! So many companies are getting on twitter. It's a great customer service platform!
Posted by: Brent W | April 18, 2008 1:15 PM
I tweeted yesterday about a good customer service experience I had with Zappos.com and a couple hours later the CEO of Zappos was started following me.
Posted by: Shaun | April 18, 2008 1:18 PM
As a relative Twitterbie, your article really gen'd me up as to opportunities presented by Twitter. Companies quick out the starting blocks to leverage the novelty-like appeal that still exists can, by their prompt responses to customer complaints, gain some ascendancy. (They might have even got exposure in your great article!)
I'd imagine their first intention is for online reputation management, but who cares as long as issues get resolved.
It's not that apparent though how companies can locate and respond to customer conversations on Twitter, or am I wrong?
Hmmm, now let me tweet about vendors I affiliate to that drop links without prior notification, while I obliviously continue sending them free traffic, and see if I get any responses..
Posted by: Perry | April 19, 2008 10:29 AM
Great Article!!
Mike
http://www.liveadmins.com
Posted by: Mike | April 22, 2008 12:39 AM
Truly excellent post. Well done.
Mediabistro.com is now on Twitter as well. Please follow us and let us know what's on your minds.
http://www.twitter.com/mediabistro
Seamus
Community Manager
Posted by: Seamus | May 7, 2008 2:30 PM
great article
www.freevirtualcity.com
Posted by: virtual | May 9, 2008 4:47 PM