Everywhere I turn, it’s Twitter this and Twitter that. That has been the case in my private life for some time, but now Twitter seems to be growing fast, and I’m seeing Twitter everywhere I look. And, I love it.
Businesses are, predictably, trying to figure out how to leverage the value of Twitter for the extended enterprise (or some such nonsense). Well, let me clue you into the “low-hanging fruit” when it comes to using Twitter for business purposes: It’s a stupendously easy way to find out what your customers are saying about your products. Just as you might use Get Satisfaction as a conduit for customer opinion and ideas, you can use Twitter to “track” keywords and eavesdrop on your customers. Just be ready to hear what they have to say.
Yesterday, ReadWriteWeb published an article about how to get going on that front, and I thought that our readers might want to check it out, if they haven’t already. If you’re an employee who cares what people say about your company, here’s your weekend assignment: Read this article, set yourself up a Twitter account, and start following the conversation.
You might find that everything you think you know about your customers is wrong. Or right. Bet you can’t wait to find out.
[Twitter is on Get Satisfaction.]
2 Comments
Don’t forget that Twitter was launched in the kitchen of Rubyred’s office during the legendary Valleyschwag party. So I guess that makes Get Satisfaction and Twitter first cousins?
Dear Ms. Susan Nokes, Chief Customer and Operations Officer, T-Mobile,
I am sure that you recognize T-Mobile does not always provide a dropped-call-free service. Because of this, customer service is important.
I have been a customer of T-Mobile for many years longer than my account shows, 5 years. I have had to speak with customer service personnel in the past to request credit for dropped calls and my having had to reconnect which has resulted in additional minute charges to my account.
Today, the customer service personnel were mis-interpreting T-Mobile policy attempting to tell me that credit is not given when calls are dropped unless they are dropped within one or two minutes of FIRST having initiated the original call. By that I mean, I was told that T-Mobile’s credit policy is different if the call drops one minute after making connection or if the call is dropped thirty minutes of having made the connection. This makes no sense at all. If a call is dropped, the call is dropped.
T-Mobile’s credit policy should allow for crediting back the time required to re-establish the connection. In the past, I have received credit of one minute for re-establishing connection if my second call was made within three minutes of the first call being dropped.
Now, Sara (T-Mobile employee ID 8474274), a supervisor, refused to provide credit for having had to reconnect unless the first call had been dropped within two minutes of having been made. Sara refused to let me speak with her supervisor or any other supervisor to resolve this matter. I informed her that I wanted to resolve the matter at that time (since I had already spent a considerable amount of my time on the phone with the customer service department, about twenty minutes. I was flatly told that there was no supervisor available for me to talk with which I could not believe as truthful. I received the clear impression that she merely wanted to brush me off and hope I would go away.
I am entitled to credit for dropped calls. If T-Mobile refuses to do so due to its poor telephone service, then I should be allowed to cancel my contract with T-Mobile without penalty to me. Would you be willing to provide such authorization?
All I ask for is that you ensure your personnel properly know and apply crediting policy and that I be credited for my dropped calls.
I am very dissatissfied with the customer service I received today. It appears that T-Mobile is penny-wise-and-pound-foolish when it comes to crediting minutes for customer complaints. I wanted you to know that I attempted to telephone the executive offices and the switchboard operators would not put my calls through as they related to a complaint.
Regards,
Eric Metz