Twitter – How businesses are using the platform to enhance customer experiences
Twitter is hitting the business mainstream in a number of ways. Check out this story from USATODAY.com
Travel firms respond to events, share news via Twitter – USATODAY.com
Hotels, airlines, airports and other travel companies are joining the Twitter community, too, to pitch services, update travel conditions and respond directly to the individual needs of customers. They’re finding the mobile nature of the technology is ideal for talking to travelers.
“We consider our Twitter account akin to an information booth,” says
Morgan Johnston, manager of corporate communication at JetBlue Airways.
“Responding to situations after they’ve happened is a great idea;
responding to situations while they’re happening is even better.”Twitter is a great customer experience tool but the one thing I would caution you against is pushing your services over the medium. The one word that pops out at me in this article is, response. Response vs. react, Twitter allows you to quickly catch and respond to experiences that are out of alignment with your core business values. And, I would encourage you to think of those responses as being a valuable marketing tool. If responded to in a agile manner, they could boost your business as much or more so than an expensive push campaign. Twitter is no doubt changing the way we interact and respond to our consumers. It really is up to you to get in the game.
Drop us a comment after you read the article, I think there is a lot of value gain from a good conversation on the topic.
Have a compelling Friday. M
