The Power of Social Media and Customer Service
This past week I had a pretty crazy travel schedule. Stuck in Chicago O’Hare airport I decided to get some work done while waiting for my flight. Searching for the local wireless network I tried to log into www.boingo.com for the local hotspot. For whatever reason, I couldn’t connect to get their daily service.
So, doing what any Twitter addict would do, I pulled out my BlackBerry phone and using TwitterBerry I tweeted out my sad tale: “Boingo wireless works everywhere in the Chicago airport, except where I am!” They made me feel much better. But the real feel good came a few minutes later.
About ten minutes after my sad tweet, I got a DM (direct message) from Boingo on Twitter asking me to call their number and they would hook me up! Now that is cool! I happily Tweeted this sudden change of events out to my followers, praising Boingo for excellent service and for paying attention.
What a great lesson for all of us. Keyword search your business name on Twitter to see what others are saying, and then empower your team to respond and make a difference. Next time I need wireless in the Chicago airport, you bet I will give Boingo first crack at it.
The power of social media lives on. Now this happy tale is a blog post and will be Tweeted out again and again. It is even likely that others will link to the post and spread the news as a great example of how social media can work for you. All because Boingo decided to pay attention and empower their people.
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Son of Zig Ziglar and CEO of Ziglar, Inc. I love writing and speaking about the Ziglar Pure and Simple Philosophy, and nothing makes my day more than hearing about how our message has made a difference in the personal, family, professional, or spiritual life of someone we have touched. I believe everyone can achieve success, but that there are no shortcuts, and you can’t do it for the long term without honesty, integrity, and faith. I enjoy social media like blogs, Twitter, Facebook, etc., and am still amazed when I correspond with people from all walks of life from all over the world. My goal is to help both individuals and organizations succeed by giving them truthful and transparent Pure and Simple answers to their toughest questions.
I am happily married to Chachis, my wife of 23 years, and have a beautiful 15 year old daughter, Alexandra. However, the one who rules the house is Max, our 8 year old Bichon.
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Tom, an excellent story about how some companies are using social media to connect with customers and differentiate themselves.
Heard a similar story from a friend. Comcast called them in 15 min, and let them know there was an outage, and when it would be back up. Sears? Not so much.