Back in January, I wrote a blog post about using Twitter for Sales.
Interestingly, when talking to my parents about Twitter, they bought into it immediately. Their immediate thought was Twitter for Families – why didn’t everyone get on Twitter so that we can each send out updates to everyone when stuff is going on. Twitter hit a nerve that blogging, Facebook and friends all missed. I now use Twitter pretty much daily when appropriate. Often to simply post simple quotes that make a point. I’ve got a Twitter feed on my site home page which, given I can Tweet from my mobile phone, is the easiest method for dynamic updates I’ve ever implemented…
And now Michael Arrington over at TechCrunch has a great example of a company using Twitter to improve customer service – Comcast, Twitter and a Chicken. Fed up with getting nowhere with Comcast when his Internet connection died, he used Twitter to start criticising Comcast for being, well, not that great. 🙂 It turns out that one wise exec at Comcast monitors Twitters and other sources. He saw the criticism and debate that kicked off, contacted Michael and a support team turned up to fix his problem. That’s real-time customer service.
These are the sorts of benefits too many companies miss out when sticking their heads in the sand about new technology.