In the last year, Twitter
been quite the buzz for online marketers. We use it in different
ways. It could be for pimping out events, linking to different blog
posts, or just random tweets about our pet peeves, or the status from the latest "your-favorite-team" game.
been a marketing tool, but it can be a better customer service
tool (I'm a big fan of customer service), especially if you have an
If you're in customer service, you can do a Twitter search
for your company to see what people are saying about you. They may be
great, or not so great. With a Twitter feed, it gives you a
proactive opportunity to thank happy (and viral) customers, and to help
It allows you to proactively help with returns or shipping issues, and let your customers know that you care.
Marketers use Twitter all the time. Think of all the consumer trust that can happen if customer service is in charge of Twitter
Zappos is probably the best example with over 450 employees
using Twitter. Many of them are in customer service and most likely
retain plenty of repeat customers because of their relations with
consumers. Many people also follow Tony Hsieh
, the CEO, and what he's up to. He personalizes his tweets which makes myself and others feel more personally connected.
A couple of other customer service examples (albeit not e-commerce) -
Comcast Cable is not known for exceptional customer service, but I do follow @comcastcares
because I truly believe that if I have a problem with their service, Frank will proactively get back to me.
JetBlue Airways does something similar in proactive customer service. Follow them
and they will proactively let you know of flight delays and other news regarding JetBlue airlines.
I think that marketers have done some great things with Twitter, although I think customer service departments can really be the ones to ensure consumer trust. After all, they are the ones who directly speak to their customers.
October 26, 2008
Paul Jahn is the owner of Localmn Interactive Marketing, a Minnesota-based Internet marketing company. Localmn focuses on helping local companies large and small leverage the most out of their search marketing campaigns depending on their respective needs, including SEO, PPC, local search, and social media campaigns. Paul also runs and contributes to the Localmn local search blog.
With over ten years of Internet marketing experience, Paul has particular expertise in search marketing, with extensive knowledge of local search.