1. What happens when
somebody is unhappy
with your service?
Would you be listening?
In today’s world of real-time web, things which used to take days can happen in an
instant.
Sometimes, with the best of intentions, we can upset our customers, and when they
are upset they will tell someone.
With Twitter, we can tell EVERYONE.
Incident Management
The importance of monitoring social media
Take West End Mazda. We manage their presence in social media (not only Twitter) but this is an
example from Twitter in March 2012.
Andrew (whose name has been edited from the tweets to protect his privacy) was browing the
showroom one weekend when he experienced some poor customer service.
So he tweeted about it.
The good news is that West End Mazda were able to respond rapidly and effectively. And sold Andrew
a car.