Comments on: Strategies to Handle Customer Service over Twitter http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/ Ben Foster on Digital Strategy, Social Media, and the Corner Office Sun, 05 Feb 2012 09:22:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Social Media Strategy Case Studies Using the Customer Experience Lifecycle – Lego, Kraft Digiorno, and Comcast | By Ben Foster http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-842 Social Media Strategy Case Studies Using the Customer Experience Lifecycle – Lego, Kraft Digiorno, and Comcast | By Ben Foster Tue, 16 Jun 2009 15:32:16 +0000 http://www.benphoster.com/?p=571#comment-842 [...] Customer service on Twitter has been covered many times but it still isn’t being fully utilized by all companies [...] [...] Customer service on Twitter has been covered many times but it still isn’t being fully utilized by all companies [...]

]]> By: Sevick http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-65 Sevick Tue, 14 Apr 2009 17:45:03 +0000 http://www.benphoster.com/?p=571#comment-65 Twitter's real threat to brand health is the speed at which the news will travel. A single well connected user with thousands of followers who has a bad experience can quickly escalate an issue into a firestorm of negative buzz. A good example of one well connected tweet changing the landscape would be uproar "mommy bloggers" raised about an advertisement for Motrin that started a chain reaction of criticism about the brand. So, some of it comes down to luck in terms of who is unhappy and how well connected they are. But the real lesson is that companies should examine the steps they will take should a crisis arise and plan for the worst. Twitter’s real threat to brand health is the speed at which the news will travel. A single well connected user with thousands of followers who has a bad experience can quickly escalate an issue into a firestorm of negative buzz.

A good example of one well connected tweet changing the landscape would be uproar “mommy bloggers” raised about an advertisement for Motrin that started a chain reaction of criticism about the brand.

So, some of it comes down to luck in terms of who is unhappy and how well connected they are. But the real lesson is that companies should examine the steps they will take should a crisis arise and plan for the worst.

]]> By: Sevick http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-1003 Sevick Tue, 14 Apr 2009 17:45:00 +0000 http://www.benphoster.com/?p=571#comment-1003 Twitter's real threat to brand health is the speed at which the news will travel. A single well connected user with thousands of followers who has a bad experience can quickly escalate an issue into a firestorm of negative buzz. A good example of one well connected tweet changing the landscape would be uproar "mommy bloggers" raised about an advertisement for Motrin that started a chain reaction of criticism about the brand. So, some of it comes down to luck in terms of who is unhappy and how well connected they are. But the real lesson is that companies should examine the steps they will take should a crisis arise and plan for the worst. Twitter’s real threat to brand health is the speed at which the news will travel. A single well connected user with thousands of followers who has a bad experience can quickly escalate an issue into a firestorm of negative buzz.

A good example of one well connected tweet changing the landscape would be uproar “mommy bloggers” raised about an advertisement for Motrin that started a chain reaction of criticism about the brand.

So, some of it comes down to luck in terms of who is unhappy and how well connected they are. But the real lesson is that companies should examine the steps they will take should a crisis arise and plan for the worst.

]]> By: Alex Kemmler http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-64 Alex Kemmler Tue, 14 Apr 2009 16:08:36 +0000 http://www.benphoster.com/?p=571#comment-64 I think that the point about tying twitter to a capable customer service team is key. I've seen more than a few blog posts which amend their cranky rants into adoring paens when a company notices bad feedback, responds to it, and fixes the problem that caused it in a quick fashion. Not an easy trick to pull off, but twitter also offers the opportunity to respond to customer feedback in real time - not just receive it. To me, this is a great way to tie the brand to a perception of a truly consumer/customer-oriented company. I think that the point about tying twitter to a capable customer service team is key.

I’ve seen more than a few blog posts which amend their cranky rants into adoring paens when a company notices bad feedback, responds to it, and fixes the problem that caused it in a quick fashion.

Not an easy trick to pull off, but twitter also offers the opportunity to respond to customer feedback in real time – not just receive it. To me, this is a great way to tie the brand to a perception of a truly consumer/customer-oriented company.

]]> By: Alex Kemmler http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-1002 Alex Kemmler Tue, 14 Apr 2009 16:08:00 +0000 http://www.benphoster.com/?p=571#comment-1002 I think that the point about tying twitter to a capable customer service team is key. I've seen more than a few blog posts which amend their cranky rants into adoring paens when a company notices bad feedback, responds to it, and fixes the problem that caused it in a quick fashion. Not an easy trick to pull off, but twitter also offers the opportunity to respond to customer feedback in real time - not just receive it. To me, this is a great way to tie the brand to a perception of a truly consumer/customer-oriented company. I think that the point about tying twitter to a capable customer service team is key.

I’ve seen more than a few blog posts which amend their cranky rants into adoring paens when a company notices bad feedback, responds to it, and fixes the problem that caused it in a quick fashion.

Not an easy trick to pull off, but twitter also offers the opportunity to respond to customer feedback in real time – not just receive it. To me, this is a great way to tie the brand to a perception of a truly consumer/customer-oriented company.

]]> By: Chris Brooks http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-63 Chris Brooks Tue, 14 Apr 2009 13:20:21 +0000 http://www.benphoster.com/?p=571#comment-63 Great post! I agree I think that Twitter is a great resource, but is a double edged sword when it comes to the damage and support it can provide. I believe that business will need to embrace the insight that Twitter will offer them and adapt to it.Such as brutal honest people. That will cause for some interesting transitions. Great post! I agree I think that Twitter is a great resource, but is a double edged sword when it comes to the damage and support it can provide.

I believe that business will need to embrace the insight that Twitter will offer them and adapt to it.Such as brutal honest people. That will cause for some interesting transitions.

]]> By: Chris Brooks http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-1001 Chris Brooks Tue, 14 Apr 2009 13:20:00 +0000 http://www.benphoster.com/?p=571#comment-1001 Great post! I agree I think that Twitter is a great resource, but is a double edged sword when it comes to the damage and support it can provide. I believe that business will need to embrace the insight that Twitter will offer them and adapt to it.Such as brutal honest people. That will cause for some interesting transitions. Great post! I agree I think that Twitter is a great resource, but is a double edged sword when it comes to the damage and support it can provide.

I believe that business will need to embrace the insight that Twitter will offer them and adapt to it.Such as brutal honest people. That will cause for some interesting transitions.

]]> By: Alain Breillatt http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-62 Alain Breillatt Tue, 14 Apr 2009 11:03:27 +0000 http://www.benphoster.com/?p=571#comment-62 Comcast actually was one of the early organizations to jump on Twitter as a means of successful customer support. If the whole organization was more like Frank then I and probably millions of others would still be using their services. Testing to see if HTML code is possible, <a HREF="http://www.scripting.com/stories/2008/04/16/aNewReasonToHateComcast.html" rel="nofollow">here's the link.</A> Comcast actually was one of the early organizations to jump on Twitter as a means of successful customer support. If the whole organization was more like Frank then I and probably millions of others would still be using their services.

Testing to see if HTML code is possible, here’s the link.

]]> By: Alain Breillatt http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-1000 Alain Breillatt Tue, 14 Apr 2009 11:03:00 +0000 http://www.benphoster.com/?p=571#comment-1000 Comcast actually was one of the early organizations to jump on Twitter as a means of successful customer support. If the whole organization was more like Frank then I and probably millions of others would still be using their services. Testing to see if HTML code is possible, <a href="http://www.scripting.com/stories/2008/04/16/aNewReasonToHateComcast.html" rel="nofollow">here's the link.</a> Comcast actually was one of the early organizations to jump on Twitter as a means of successful customer support. If the whole organization was more like Frank then I and probably millions of others would still be using their services.

Testing to see if HTML code is possible, here’s the link.

]]> By: AP http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-58 AP Tue, 14 Apr 2009 04:49:42 +0000 http://www.benphoster.com/?p=571#comment-58 So will this help Comcast show up during the four hour window they inevitably can't make? So will this help Comcast show up during the four hour window they inevitably can’t make?

]]> By: AP http://www.benphoster.com/strategies-to-handle-customer-service-over-twitter/comment-page-1/#comment-999 AP Tue, 14 Apr 2009 04:49:00 +0000 http://www.benphoster.com/?p=571#comment-999 So will this help Comcast show up during the four hour window they inevitably can't make? So will this help Comcast show up during the four hour window they inevitably can’t make?

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