#MediaMonday – Cynthia Sassi
February 4, 2013
Is the customer still always right?
February 6, 2013
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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.

Here’s the most recent, big-time Twitter endorsement I have seen. It’s from Ultimate Fighting Championship (UFC) Commissioner Dana White, in a Sports Illustrated interview by Jon Wertheim:

“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?



Scott Hanson
Scott Hanson
President Scott is president of HMA Public Relations and a founding member of the Public Relations Global Network. He’s a Phoenix native, husband, father of two and a fan of all sports and a participant in some. Check out Scott's full bio

1 Comment

  1. Yes, I got a response immediately from Walgreens when they stopped taking Express Scripts because of their fight with Anthem Blue Cross, my insurance provider. Calls to customer service went unanswered, but Twitter worked! Cheers, David

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