Customer Experience News & Trends

Will tweeting improve your customer service reputation?

Is Twitter a passing customer fad, or could it improve your service image?

Better start tweeting.

Almost 75% of customers who used Twitter to comment on a company and received a response were satisfied or very satisfied with what they heard, a Maritz Research and evolve24 study found.

Even better, Twitter users often tend to be online evangelists, telling others about their great experiences with companies.

Many organizations have turned Twitter into a powerful customer service tool. For instance, one Dominoes franchise owner in Chicago encourages customers to tweet about their pizzas – the good, bad and ugly. He responds to them, and covers his pizza boxes with their direct tweets.

But remember, Twitter isn’t for everyone. Business-to-business organizations don’t find as many customers using it as business-to-consumer organizations. And elderly customers don’t use it as much as Gen Xers.

Your best bet: Survey customers. Ask if they want to contact you via Twitter.

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