To tweet or not to tweet, that is the question! Here’s the answer…
If you’re not convinced your business needs to have a twitter account, continue reading. I’d like to share a story about a recent interaction I’ve had that might help to see the value you can add to your customers.
I’m off to Japan snowboarding next week (yes that’s me rubbing it in!) and needed to organise my Travel Insurance last night. I’ve used World Nomads before which meant I had an account already and figured I would just stick with them. My last overseas trip was so long ago that I had forgotten my user-name. Now World Nomads allows you to retrieve passwords but not your user-name. They also don’t let you sign up again with the same email address. Frustrated, I used the online enquiry form, ticking the box that I’d forgotten my user-name and explained the issue.
At the same time, I had twitter open and thought why not tweet about it:
I didn’t really expect anything to come of it and was just hoping I’d get a response from the form I had filled out before next week. However, because I had mentioned @WorldNomads in my tweet, a few hours later, I had an email from Chris Nobel, the General Manager of the company with my user-name and the exact details I needed to make a purchase. He also included a note saying they were working on upgrading their user-name retrieval in a few weeks. Now that’s customer service!
We’ve posted before on the power of social media to create brand advocates and Chris’ timely response has certainly had that effect on me. So much so I thought it was worth sharing with you…
I’ve told mine now you tell me yours! Do you have any good/bad social media stories you can share?