What Does The Internet Say About Your Company?
photo credit: karla kaulfuss
This post was prompted when I read an article on ChrisBrogan.com about customer experiences. Now this story is based in the US but I think the relevancy is very important back to customer service in Singapore.
Beth Ziesenis from Life on Avenue Z was unhappy about her experience with her SanDisk player which died on her while she was jogging. Using Twitter which is a micro-blogging service, she fired off a less than 140 characters post (also called a “tweet”) about her unhappiness with her brand new Sansa player. Within hours, someone from SanDisk saw the “tweet” and immediately replied. The SanDisk PR manager who saw her tweet managed to get Beth’s Sansa player replaced after exchanging a few emails and trying to understand the source of the problem of the player.
That simple “tweet” got the attention of over 600 people and when Beth shared the news of her excellent customer experience with SanDisk on her Twitter account – the message got retweeted (mentioned again by her followers) thousands of times. SanDisk has clearly understood the power of the Internet and closely monitored the online world for mentions of their products.
Not only that, SanDisk has gone beyond just monitoring but actually reaching out to customers. Its ability to use online tools like Twitter and leverage on it has generated goodwill amongst many in the Twitter-sphere and online world in general. People will remember SanDisk as a customer-oriented company.
Click here to continue reading