When Reiter gets incensed over incompetent Verizon FiOS order-taking and support, he broadcasts it via Twitter. Did it do any good? How should your company offer Twitter support? Watch this for all the answers.
I view my Twitter feeds every day, usually multiple times a day, because I follow tech experts and the information and URLs can be useful. I mostly tweet to publicize my writing, but not much personal stuff.
However, as many businesses are finding out, a single tweet or blog post -- magnified by many people commenting -- can certainly help or harm a business. As I wrote, I was helped by Verizon when I wrote a few tweets about the awful service as I was trying to get a FiOS order correctly entered.
Though i am not a huge Twitter fan i find it a great platform for the customers to vent out their anger and make complaints. I find it interesting that many customers now actively use the social site as a pressure tactic to get the company to listen to their complaints and take appropriate measure to rectify the same. Many of those customers are, in effect, jumping the queue, getting their issues resolved ahead of customers who contact an organization via email, and sometimes, faster than those who call a company's contact center.
Though the poor customer always runs the risk of being sued over his/her complaint, it makes sense to word the complaint in a more meaningful and constructive way, to protect their right while lodging it.
Businesses helped neighbors with Internet access and mobile device charge-ups during Sandra. Following that example, enterprises should consider preparing Internet disaster plans to help the public during disasters.
Many enterprises view high-speed broadband connections as ubiquitous. Yet in about 20 percent of the country, businesses and their employees do not have access to even DSL connections. This shortcoming diminishes enterprises' ability to support their employees.
A recent release of the popular TweetDeck app for Twitter power-users gives new life to software that had previously taken a wrong turn. Here's a quick walk-through of the new TweetDeck, to show you why it should be at the top of your Twitter toolkit.
Ushering in a new era of cognitive computing systems, IBM announced today the IBM Watson Engagement Advisor, a technology breakthrough that allows brands to crunch big data in record time to transform the way they engage clients in key functions such as customer service, marketing, and sales.
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