Tag Archives: Whole Food Markets

What does your business use Twitter for?

This post on USA Today discusses how many companies are taking advantage of real-time capabilities of Twitter to foster customer service. Comcast, PepsiCo, JetBlue Airways, and Whole Foods Market are some of the companies which have begun to take advantage of twitter and opening up direct communication with customers.

Elissa Fink, vice president of marketing at Tableau Software mentions, “The more ways you provide customers to contact you, you’re more likely to satisfy them.”

Consumers have become increasingly frustrated with wait times in call-centers, maybe it’s time we took another look at the traditional call-center and incorporate social media strategy in some of these older-styled companies.

What does your business use Twitter for?

This post on USA Today discusses how many companies are taking advantage of real-time capabilities of Twitter to foster customer service. Comcast, PepsiCo, JetBlue Airways, and Whole Foods Market are some of the companies which have begun to take advantage of twitter and opening up direct communication with customers.

Elissa Fink, vice president of marketing at Tableau Software mentions, “The more ways you provide customers to contact you, you’re more likely to satisfy them.”

Consumers have become increasingly frustrated with wait times in call-centers, maybe it’s time we took another look at the traditional call-center and incorporate social media strategy in some of these older-styled companies.

Twitter and its Multiple Usages

It seems as if the media has really taken Twitter under the spotlight the past couple of months. This article in the NY Times highlights how companies like Starbucks, Whole Foods, and Dell have used Twitter as a researching tool in order to find out what customers are thinking as they use one of their products. Amazon.com recently found out how important Twitter is when many consumers responded negatively on Twitter when certain books were reclassified as “adult” and so were removed from search rankings. The company felt it was necessary to respond to these tweets even over the Easter holiday.

Twitter’s usage does not stop at the consumer level though. Last week in Moldova, several protesters used Twitter as a means to rally up troops and to help them understand what was happening in their small country. Twitter has definitely created an enormous impact across the globe, but what are some other examples of its usage that you have come across?

Using Online Tools to Communicate With Customers

The age of bloggers venting online and getting nothing in return has ended. I came across this article in the NY Times in which blogger Brandon Dilbeck received an email message in response to a blog post he wrote complaining about ads Comcast posted on its programming guide. What’s interesting here is that Comcast has switched its focus from being reactive and are now proactively attempting to communicate with consumers through social media.
In an attempt to revamp its online outreach, Comcast has even created a new position, Digital Care Manager, headed by Frank Eliason alongside a team of 10 other staff members who regularly monitors public comments on blogs, message boards and social networks for any mention of Comcast. Comcast though, is not the only company who has begun to utilize social communities to reach out to its customers. Southwest Airlines, Whole Foods Markets, Zappos, and Chipotle are among some of the businesses who have started to reinvent traditional online community communication.
Even though having someone always ‘watching’ is considered creepy by some, the benefits seem to make up for it. Frank Eliason mentions how he can only remember seven instances in which a customer had called him creepy.
What’s your company doing in terms of searching through blogs, forums, discussion groups, social networks, and twitter for customer conversations regarding your business? It’s important that organizations begin to look at social media as a means of communication to consumers since the trend is moving away from call centers and becoming more online social media centric.