In the last year, Twitter has been quite the buzz for online marketers. We use it in different ways. It could be for pimping out events, linking to different blog posts, or just random tweets about our pet peeves, what we’re eating tonight, or the status from the latest Vikings game.
It’s been a marketing tool, but it can be a better customer service tool (I’m a big fan of customer service), especially if you have an e-commerce site.
If you’re in customer service, you can do a Twitter search for your company to see what people are saying about you. They may be great, or not so great. With a Twitter account, it gives you a proactive opportunity to thank happy (and viral) customers, and to help unhappy customers.
Embrace customers, proactively help with returns or shipping issues, and let your customers know that you care.
Zappos is probably the best example with over 450 employees using Twitter. Many of them are in customer service and most likely retain plenty of repeat customers because their relations with consumers. Twitter is viral. Many like myself also follow Tony Hsieh, the CEO, and what he’s up to.
A couple of other examples: (not e-commerce)
I’m not the hugest fan of Comcast (mostly because of their anti-Net Neutrality stance). I do follow @comcastcares because I truly believe that if I have a problem with their service, Frank will proactively get back to me.
JetBlue Airways does something similar. Follow them and they will proactively let you know of flight delays and other news regarding JetBlue airlines.