The Power of Twitter and Social Networks as a Customer Service Tool

Admittedly, I did not understand or realize the power of the micro blogging site Twitter.  Although other real estate professionals have raved about the contacts, referrals, etc. that they have obtained from Twitter, I simply did not see its use or potential.  However, a recent news story and my own experience showed me a glimpse of the power of Twitter:

 

• In this week's edition of BusinessWeek (March 2, 2009), there is a short sidebar article entitled "A Social Networker's Story:  Zappos CEO and UPS Step In."  The story describes how Tara Hunt, a marketing executive with Intuit, initially contacted UPS regarding the tracking of a delivery package and received a generic response from the customer service representative explaining that packages sometimes aren't delivered until 9 p.m. during the Christmas season.  Not satisfied with the response, Ms. Hunt summoned the power of Twitter and posted a message on Twitter (known as a "tweet") describing how she wanted to walk her dog and was waiting on UPS to deliver a package.  The tweet was heard by the CEO of Zappos who was having dinner with UPS's President for the Western Region, who then mentioned the tweet to the UPS exec.  The Zappos CEO replied to the tweet "someone will call."  The UPS exec contacted the operations manager who then was able to schedule a pre-set delivery time.  The UPS driver arrived not only with the package - but also flowers, chocolates, and dog toys.  It was an excellent example of customer service.  But, the question remains, did it pay off?  You bet.  Ms. Hunt now goes out of her way to use UPS and even purchased a pair of shoes from Zappos.

 

• Similar to the story above, I posted a story to my blog on ActiveRain.com about a hijacked listing on Trulia.com.  It explained my frustration with Trulia.com regarding one of our listings appearing on their site with with links directing prospects to our competitors for information on the property.  The blog post was sent to Twitter via ActiveRain.  Similar to Ms. Hunt, I had contacted customer service only to receive a generic reply indicating that a work order was being opened.  However, Rudy of ActiveRain and Trulia fame saw the post on Twitter, read the blog post on ActiveRain, and rolled up his sleeves and dove right in.  The issue was resolved in 24 hours.  Again, it was an excellent example of customer service.  Although I didn't get flowers, chocolates or dog toys like Ms. Hunt, I did get great customer service.  Similar to Ms. Hunt, I am a satisfied customer and will go out of my way to encourage our agents to use Trulia for their listings.

So here is what I learned from the article and my own personal experience:

• Customers hate automated replies or generic responses.
• Customers can accept mistakes and problems if they know what is going on with their problem or complaint and receive timely updates.
• Whether blogging or tweeting, remember that others are or may be listening (including friends, family, employers, competitors, etc.).
• If you are a company, you may just want to listen in on Twitter to see what your customers are saying about your company and the service it provides.
• A satisfied customer is more likely to be a source of repeat business and referrals.

Source: http://activerain.com/blogsview/950830/The-Power-of-Twitter-and-Social-Networks-as-a-Customer-Service-Tool

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