Yesterday’s post talked about Blockbuster’s missed opportunity to provide great customer service. Today’s experience is the exact opposite, as I had a great customer experience over Twitter with the NBAA. Our conference starts in just a few weeks, and I’ve been waiting patiently (ok, not so patiently, but still) for the shuttle bus schedule to post on their website. My boss is also waiting patiently (again, not so patiently, but still!) for me to give him the information about the shuttle. While checking my Twitter feed, an update from @NBAA posted, and I decided, why not tweet them about the shuttle schedule? I haven’t interacted with them much via social media, and I’ve been pretty skeptical of the value of Twitter in this industry. But, they’ve proved me wrong on this one!
Speed. After tweeting my question about the bus schedule, I received an answer a few minutes later, instead of days later like I’ve experienced when emailing the conference organizers. This speed is the major appeal of Twitter, allowing for multiple active conversations. When companies take customer service online, they’re able to detect and solve problems much faster than phone or email. This is especially helpful during conferences, as events happen quick! Plugging in to the conference Twitter feed is a great way to ensure that you don’t miss key moments at the show. When time is of the essence, Twitter is a valuable tool.
Broad reach. I know I’m not the only person looking for the shuttle schedule, so the NBAA was able to help a lot of people by replying to my question with the link. Now, all their followers can see that the link is ready, and the NBAA won’t be dealing with the same question from 100 different attendees. The broad reach on Twitter is a contributing factor to the speed mentioned above. Social media reaches tons of people in just a few keystrokes, making information more available to everyone. Instead of one-off communication, companies can engage their customers en masse.
Remember me. This is more about good customer service, but I’m glad they didn’t forget about my question. It’s been almost a week since I asked them for the schedule, and I figured I’d just have to check back on the website daily until the schedule posted. Instead, the NBAA remembered me, and it made me feel like a valued member of their network. Many social media platforms offer tools to help you remember to get back to someone, and my name popping up in their feed might have jogged their memory about my question. Remembering your customers is key! Don’t let their questions go unanswered when you have the tools available to get them the information they need.
I’ve seen value from Twitter in other projects, and I think the NBAA is effectively using their Twitter feed to enhance the upcoming show. I love to see companies use tools to provide excellent customer service, and I think Blockbuster can learn a few things from the NBAA. Have you seen social media and customer service in action?