WHEN M-POWER MACHINES WENT DOWN ON CHRISTMAS WEEKEND, THE SKELETON STAFF IN CUSTOMER SERVICE WAS OVERWHELMED. A CUSTOMER FOUND OUR FACEBOOK SITE AND POSTED THE INFORMATION TO HELP OTHERS … A TRUE SENSE OF COMMUNITY.
SRP & Social Media - Mike Stephens
Turn an unhappy customer into a fan
1. Customer tweets, assumes SRP isn’t listening 2. SRP responds, offers web link 3. Customer now engaged, asks question 4. SRP offers more information 5. Happy, informed customer responds 6. Customer praises SRP to a friend
Now she follows SRP Tweeter had a question about the pricing process. She directed it toward a local TV news reporter, who did not reply SRP responded by clarifying the facts and offering a link to our pricing web page
Customers find Facebook when M-Power machines crash
<ul><li>50 new followers </li></ul><ul><li>49 Re-tweets, including KTAR and Channel 12 </li></ul><ul><li>100+ storm-related tweets mentioning SRP </li></ul><ul><li>Exposure on azcentral.com with #azstorm hashtag </li></ul>Jan. 21 storm gives Twitter page exposure
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