Comments on: How The Customer Loyalty Landscape Has Transformed With The Emergence Of Twitter http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/ Fri, 12 Mar 2010 05:34:48 +0000 http://wordpress.org/?v=2.6.5 By: Jason Tryfon http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/#comment-12 Jason Tryfon Mon, 19 Jan 2009 17:20:43 +0000 http://www.williamsdesignstudios.com/main/?p=57#comment-12 Jennifer, thank you for the compliment and pointing me to Molson. I wasn't aware they too were using Twitter to manage customer interaction quickly! Brian, Keep up the good work. Having multiple streams of communication is certainly a fantastic way to increase customer loyalty by keeping the channels of communication open. It's tiring keeping track of and maintaining this pulse on the customer but it is the new reality in todays "expectation economy" Jennifer, thank you for the compliment and pointing me to Molson. I wasn’t aware they too were using Twitter to manage customer interaction quickly!

Brian, Keep up the good work. Having multiple streams of communication is certainly a fantastic way to increase customer loyalty by keeping the channels of communication open. It’s tiring keeping track of and maintaining this pulse on the customer but it is the new reality in todays “expectation economy”

]]> By: Brian http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/#comment-11 Brian Mon, 19 Jan 2009 15:45:08 +0000 http://www.williamsdesignstudios.com/main/?p=57#comment-11 While our company does not have an 'official' customer service presence, the company itself does. Several of us in Support are on twitter. I have set up several searches, both personal and professional. I monitor twitter for my company's name and take action as necessary. I am also following several customers that are on twitter. It doesn't stop there either. In addition, I set up a Facebook 'page' for our support department. We haven't been as active on there as I'd like, but that's something for us to work on. Since we are a 'web 2.0' company, it only makes sense for us to use these forms of communication to enhance the customer experience. The expression that our CEO has used is "We have to eat our own dog food." If we are advocating the benefits of social media for our customers, then we should also be harnessing its power for our own business. While our company does not have an ‘official’ customer service presence, the company itself does. Several of us in Support are on twitter. I have set up several searches, both personal and professional. I monitor twitter for my company’s name and take action as necessary. I am also following several customers that are on twitter.

It doesn’t stop there either. In addition, I set up a Facebook ‘page’ for our support department. We haven’t been as active on there as I’d like, but that’s something for us to work on.

Since we are a ‘web 2.0′ company, it only makes sense for us to use these forms of communication to enhance the customer experience. The expression that our CEO has used is “We have to eat our own dog food.” If we are advocating the benefits of social media for our customers, then we should also be harnessing its power for our own business.

]]> By: The Nimble Assistant http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/#comment-10 The Nimble Assistant Mon, 19 Jan 2009 15:38:50 +0000 http://www.williamsdesignstudios.com/main/?p=57#comment-10 Wonderful post and thanks for sharing the examples of big companies using Twitter properly. I follow @comcastcares to witness corporate use and will follow Ford as well now. Molson is getting there too. (Nice to see a Canadian division come forward.@molsonferg) I agree with Rachel above...you can't fake caring. Let's keep encouraging them to do so. Jennifer Wonderful post and thanks for sharing the examples of big companies using Twitter properly. I follow @comcastcares to witness corporate use and will follow Ford as well now. Molson is getting there too. (Nice to see a Canadian division come forward.@molsonferg)

I agree with Rachel above…you can’t fake caring. Let’s keep encouraging them to do so.

Jennifer

]]> By: Jason Tryfon http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/#comment-9 Jason Tryfon Sun, 18 Jan 2009 17:34:54 +0000 http://www.williamsdesignstudios.com/main/?p=57#comment-9 Rachel, Fantastic Points. Our daily mission as a company is turn these large organizations around and ensure the focus on "customer service" is actually caring and responding to customers in a timely manner with a desire to rectify issues. Scott, Frank and many others are leaders in their field for their respective companies because the innovated the current model and had a desire to make things "right" in the moments of truth that matter most for their customers. Thank you very much for stopping by and commenting! Rachel, Fantastic Points. Our daily mission as a company is turn these large organizations around and ensure the focus on “customer service” is actually caring and responding to customers in a timely manner with a desire to rectify issues. Scott, Frank and many others are leaders in their field for their respective companies because the innovated the current model and had a desire to make things “right” in the moments of truth that matter most for their customers. Thank you very much for stopping by and commenting!

]]> By: Rachel Happe http://www.williamsdesignstudios.com/main/2009/01/17/how-the-loyalty-landscape-has-transformed-with-the-emmergence-of-twitter/#comment-8 Rachel Happe Sun, 18 Jan 2009 15:41:13 +0000 http://www.williamsdesignstudios.com/main/?p=57#comment-8 What strikes me as particularly interesting is that companies as large as Comcast and Ford can garner so much goodwill based on the work of one individual. They likely spend tens of millions in traditional customer services operations and yet, from a public perception perspective one person can have a significant impact. The other lesson these companies have to learn is that the reason Frank and Scott have done so well is that they truly care - they are motivated by wanting to serve the customer...and that is something you cannot buy so companies must start hiring based on not just skills but also values and motivation. That passion becomes very transparent on tools like Twitter. What strikes me as particularly interesting is that companies as large as Comcast and Ford can garner so much goodwill based on the work of one individual. They likely spend tens of millions in traditional customer services operations and yet, from a public perception perspective one person can have a significant impact.

The other lesson these companies have to learn is that the reason Frank and Scott have done so well is that they truly care - they are motivated by wanting to serve the customer…and that is something you cannot buy so companies must start hiring based on not just skills but also values and motivation. That passion becomes very transparent on tools like Twitter.

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