Many companies are still dragging their feet when it comes to entering the social media space. What are they so afraid of? A new study came out recently that showed 1 in every 5 tweets was about a brand. We’re already talking about companies online. Don’t you think they’d want to listen?
I’ve shared before an example of how a local organization wasn’t doing a great job listening. Today I’d like to share an example of where a company surprised me.
I was on the phone with Windstream. It wasn’t anything too pressing, something about my bill. I was on hold for several minutes. While I was waiting, I tweeted. I mentioned that @windstream sure was taking a long time to get to my call. Within a minute, I had a reply from Windstream asking how they could help. In a matter of seconds and with just one tweet, a horrible customer service experience turned into a positive.
Can your business afford not to be in this space?
