Monday, December 8, 2008

All That Is Gold May Possibly Twitter


Launched in 2006, Twitter is the newly popular web service that allows users to connect through short messages.

Users can sign up for accounts at Twitter to keep a record of their own ideas and actions.

Users can also choose to ‘follow’ other users and will automatically be updated whenever those individuals update their Twitter status.

Twitter makes it easy for users to follow multiple accounts by sending all updates to their personal dashboard.

Twitter can be synched up with various services such as RSS, SMS (cell phone TXTs), Facebook, and blog sites.

Twitter allows companies to release information about upcoming products or services.

People interested can follow these companies to get the latest news or release information for the products they love.

Companies can also communicate directly with their customers to ensure the highest level of quality.

Additionally, users can send messages directly to companies to let them know of any problems they see.

Let’s look at any example now.

Here is the actual dialogue between a customer and major airline, Jet Blue.

Timestamps precede the comments to let you know the rate of the conversation.

“Twitter User” has been used to replace the actual name of the customer.
Twitter User:
1:42P > NIGHTMARE FLIGHT last night. Thank you for the 5 hour delay ; the additional 1&1/2 hour delay on the tarmac; and
1:44P > & the return trip to the gate because you allowed passengers to board that weren't suppose to be on the plane & the broken TV
1:45P > NIGHTMARE ; Finally, all my love was lost for you when your WIFI absolutly suks in the T5 terminal. :(

From Jet Blue:
1:56 > We try to keep everyone comfortable, and informed during weather delays. Sorry for the inconvenience. WiFi at T5 is fixed.

Twitter User:
1:57 > NIGHTMARE "All Mighty "Sugar-Coater " of an ugly experience.
2:02 > It seriously is NOT a weather delay when you load passengers going to Ft. Lauderdale on a Phoenix flight & taxi around for an hour
2:04 > &then return 2the gate and then return to that tarmac. How could that even happen w/yr barcode system? It was an incompetence delay
2:14 > T5 WIFI was overloaded by the amount of people delayed in the terminal.. NOT broken. &never works near any of the gates. Planning?

2:25 > T5 WiFi degradation was caused partially by load (681 high water mark) partially by tech issues we addressed overnight.

Twitter User:
2:36 > Thank you for your honesty in regards to the WIFI situation
As you can see, the customer was upset about the service they received from the airliner.

However, by the end of the dialogue, the customer understood the situation and thanked the airliner for their honesty.

Quick and efficient communication was made possible by Twitter.

Kudos to Jet Blue for providing speedy and useful information.

Don’t you wish all company communications could be this humanistic?

(PS: I kinda wish the message limit was more than just 140 characters per post ;-)


krseRN said...

That's cool that you found an actual example of a organization and customer conversation on Twitter. How did you find that? If you could make the comments longer, how long would you make it?

Ericka Gonzalez said...

Great post! I think if a company were considering going onto twitter, they could look at your jetblue example and better understand how businesses are using twitter and using it specifically in the area of customer relations. I think they would see that you're right, twitter is a speedy and effective way of communicating, but more than that, it is personal. Although then, that company would have to consider if they could really staff this new endeavor, and staff it well- with people who could really respond appropriately to customers' tweets... that could be a challenge.