The Twitterverse has grown far and wide. It has become a mainstay for virtually all walks of life. Twitter has become particularly entrenched in sports.
The reasons do not differ from person-to-person or from industry-to-industry. Engaging with and interacting with fans, customers, constituents and whatever or whomever in particular you want to identify as your target audience are essential elements to survival.
“The thing I love about Twitter is I can talk directly to the fans. There have been situations where I’ve been sitting in the arena that night and some guy’s tickets get screwed up. I can see it on Twitter and we fix it.”
I had an instance a year ago when I could not seem to get a call-back from a major company I was trying to reach. I posted my frustration on Twitter and had a call-back within minutes. It was Cox Communications – who clearly understands how quickly one unhappy customer can pollute its entire customer base.
Do you have a similar experience in which Twitter was leveraged into customer service – or at least customer response?