So every now and then I throw a tweet at a company to see if they interact with their customers. I am of the opinion that if you are going to use something like Twitter to connect with your customers then not only should you be prepared to employ someone just respond to them but the information you give out should be useful and feel like you have got some sort of personal service from the company.
I will give you a few examples. Back in my post about Hostel International they actually pursued me to get more information and offer an explanation. This is a good customer experience but not everybody is prepared to take the time to personalise a reply. My moan @WakeUpHostel got nothing back from them which tells me they probably don’t read the account since their last tweet was 814 days ago, and/or don’t care if people post something negative about them.
— Chris Lock (@catharsisjelly) June 9, 2013
I tried the same with @British_Airways who responded which is great, however the link they sent me was just linked to the homepage and provided none of the information I asked for.
— British Airways (@British_Airways) June 3, 2013
This is not as bad as not replying at all but it is still a bad experience. Nomads in Byron Bay were on the ball when I tweeted about the hostel I went to stay in and kept a conversation going even though I was sarcastic about their hostel, it didn’t change my mind about the hostel but at least assured me that they care.
@Skabrewing tried (although a little late) to help me find their beer in Colorado.
— Ska Brewing (@skabrewing) March 1, 2013
I could go on but I won’t. I know it’s not all about Twitter because Facebook is king for some people but if they are not listening to twitter then what’s the point in keeping the account open, why not leave a tweet on it saying connect with Facebook instead. There is so much I feel people still need to learn about social networking on t’intenets and how to use it as a business which should tell them they should not of started to use it in the first place.