Twitter can be used to manage this customer feedback and negativity. One example is BT which has several corporate feeds including @BTCare which it uses to respond to customer issues. As well as responding to tweets aimed directly at the account, the agents behind the feed search for references to their brand and publicly respond. When a customer’s issues is resolved, their praise is also public – a win win.
How social media can power a small business RSA Bristol, Knowle West Media Centre 21 June 2011 Dan Martin, editor, BusinessZone.co.uk
The community’s view “ Giving good advice without judgement.” (Mediamonitor) “ Members should be open minded and pass on what they have learned in the trenches but respect that today the trenches may be different.” (adventurelife) “ Those who give frank advice rather than sugar-coat, but in a way that's constructive.” (Cornish Steve) “ Someone who gives and does not expect to get back is a great member.” (UKSMF) “ The question is: what brings people to UKBF? I'd say it's the opportunity to get full, frank and expert advice. Without that, the forum would just be one big "time out" section.” (Steve Gibson)