Comments on: Why Twitter Should Matter To You: Twustomer Service Edition http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/ An Exploration of What Influences Us Sat, 11 Feb 2012 18:43:30 +0000 http://wordpress.org/?v=2.7 hourly 1 By: 52 Links on Twitter for Business, with Brief Descriptions — Web 2.0 Marketing For Small Business http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-48158 52 Links on Twitter for Business, with Brief Descriptions — Web 2.0 Marketing For Small Business Fri, 03 Jul 2009 15:40:15 +0000 http://blog.ogilvypr.com/?p=450#comment-48158 [...] Why Twitter Should Matter To You: Twustomer Service Edition. Examples of using Twitter for customer service. [...] [...] Why Twitter Should Matter To You: Twustomer Service Edition. Examples of using Twitter for customer service. [...]

]]> By: 52 Links on Twitter for Business, with Brief Descriptions « Web 2.0 For Small Biz http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-26696 52 Links on Twitter for Business, with Brief Descriptions « Web 2.0 For Small Biz Wed, 21 Jan 2009 13:03:42 +0000 http://blog.ogilvypr.com/?p=450#comment-26696 [...] Why Twitter Should Matter To You: Twustomer Service Edition. Examples of using Twitter for customer service. [...] [...] Why Twitter Should Matter To You: Twustomer Service Edition. Examples of using Twitter for customer service. [...]

]]> By: Erin Skinner http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-21293 Erin Skinner Wed, 15 Oct 2008 12:36:23 +0000 http://blog.ogilvypr.com/?p=450#comment-21293 Great stuff Kaitlyn. I've been using Twitter with a humanitarian organization to raise awareness of more of their disaster relief efforts and to convince those who need to be convinced of its worth has been an interesting battle at times. Thanks for the interview. This is helpful in paving the way a bit more. Great stuff Kaitlyn. I’ve been using Twitter with a humanitarian organization to raise awareness of more of their disaster relief efforts and to convince those who need to be convinced of its worth has been an interesting battle at times. Thanks for the interview. This is helpful in paving the way a bit more.

]]> By: Mary Fletcher Jones http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-21161 Mary Fletcher Jones Sat, 11 Oct 2008 06:12:53 +0000 http://blog.ogilvypr.com/?p=450#comment-21161 I know you love Twitter, but can you wholeheartedly recommend it for companies knowing it has a really limited reach? I can see it for certain tech companies and communicators; for some journalists; etc. BUT more than half of Twitter subscribers live in California! And more than half are male. The Twitter population is pretty homogenous as online populations go -- mostly liberal, young, above-average affluent, and tech-savvy. That might be a great demographic for some companies, but not for all. I agree; cover the bases, establish a presence...but I don't see the rationale for investing very much time or effort unless that happens to be your target audience. I don't see the value for most companies until Twitter attracts a more diverse audience... or tweets become more searchable in search engine results. I know you love Twitter, but can you wholeheartedly recommend it for companies knowing it has a really limited reach? I can see it for certain tech companies and communicators; for some journalists; etc. BUT more than half of Twitter subscribers live in California! And more than half are male. The Twitter population is pretty homogenous as online populations go — mostly liberal, young, above-average affluent, and tech-savvy. That might be a great demographic for some companies, but not for all. I agree; cover the bases, establish a presence…but I don’t see the rationale for investing very much time or effort unless that happens to be your target audience. I don’t see the value for most companies until Twitter attracts a more diverse audience… or tweets become more searchable in search engine results.

]]> By: Seamus Condron http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-21107 Seamus Condron Mon, 06 Oct 2008 19:53:36 +0000 http://blog.ogilvypr.com/?p=450#comment-21107 This is a fabulous post. I recently took over the same duties for my company. It's hard to convince some people of the virtues of Twitter at first. You just need to show them. Our feed is growing rapidly, as is our influence. Robert Scoble recently had us on his list of top resources on Twitter/FriendFeedFeed. It's very exciting to engage customers on this level. We've just implemented Get Satisfaction also, so we're looking forward to the future. Seamus Community Manager mediabistro.com @mediabistro @seamuscondron This is a fabulous post. I recently took over the same duties for my company. It’s hard to convince some people of the virtues of Twitter at first. You just need to show them. Our feed is growing rapidly, as is our influence. Robert Scoble recently had us on his list of top resources on Twitter/FriendFeedFeed.

It’s very exciting to engage customers on this level. We’ve just implemented Get Satisfaction also, so we’re looking forward to the future.

Seamus
Community Manager
mediabistro.com
@mediabistro
@seamuscondron

]]> By: Christopher Sleight http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-20784 Christopher Sleight Fri, 03 Oct 2008 10:56:39 +0000 http://blog.ogilvypr.com/?p=450#comment-20784 As a TypePad customer, I was amazed at the quick response when I fired off a frustrated Tweet the other night. In fact it was so fast I thought it was some sort of automated response, but then realised it was a personal email from Ginevra. In terms of turning a customer experience round, it definitely worked for me. As a TypePad customer, I was amazed at the quick response when I fired off a frustrated Tweet the other night. In fact it was so fast I thought it was some sort of automated response, but then realised it was a personal email from Ginevra.

In terms of turning a customer experience round, it definitely worked for me.

]]> By: Anil http://blog.ogilvypr.com/2008/10/why-twitter-should-matter-to-you-twustomer-service-edition/comment-page-1/#comment-20759 Anil Fri, 03 Oct 2008 05:16:03 +0000 http://blog.ogilvypr.com/?p=450#comment-20759 Kaitlyn, thanks so much for taking the time to write up your insights into our use of Twitter at Six Apart. It's so easy for us to use our blogs just to criticize or complain, so we have to be extra appreciative when people take the time to praise something publicly. I think one of the most satisfying things about the recognition we've gotten for our use of Twitter at Six Apart is how *easy* it was for us, how natural it was for us to embrace Twitter as a blogging company and as one founded on the basis of direct personal relationships with our customers and community. Frankly, I've been with the company from the beginning (and Ginevra's been with us since the very early days herself) and one of the things I think it's easy to worry about after a few years is whether a company's culture has stayed as personal and human as it is when it starts. The truth is, we started on Twitter with a very open policy about posting, and really *zero* guidelines or rules about what to write or how to talk with people. And by just trusting our people to do the right thing, by assuming that since we're a company founded by bloggers, for bloggers, people have really responded positively. I'm a huge fan of what Ginevra and my coworkers do with the Twitter account, but I have to say it's probably most gratifying to see our use of Twitter as evidence that Six Apart has stayed so connected to the blogging community. Thanks again for the chance to explain a bit about what we're trying to do. (And do let us know if you want to move this blog to TypePad -- you'd get much better URLs for better SEO, not have to worry about the <em>23 security updates</em> that have been issued your blog software was installed, and of course you'd get access to that great support from us either via Twitter or not!) Kaitlyn, thanks so much for taking the time to write up your insights into our use of Twitter at Six Apart. It’s so easy for us to use our blogs just to criticize or complain, so we have to be extra appreciative when people take the time to praise something publicly.

I think one of the most satisfying things about the recognition we’ve gotten for our use of Twitter at Six Apart is how *easy* it was for us, how natural it was for us to embrace Twitter as a blogging company and as one founded on the basis of direct personal relationships with our customers and community. Frankly, I’ve been with the company from the beginning (and Ginevra’s been with us since the very early days herself) and one of the things I think it’s easy to worry about after a few years is whether a company’s culture has stayed as personal and human as it is when it starts. The truth is, we started on Twitter with a very open policy about posting, and really *zero* guidelines or rules about what to write or how to talk with people.

And by just trusting our people to do the right thing, by assuming that since we’re a company founded by bloggers, for bloggers, people have really responded positively. I’m a huge fan of what Ginevra and my coworkers do with the Twitter account, but I have to say it’s probably most gratifying to see our use of Twitter as evidence that Six Apart has stayed so connected to the blogging community. Thanks again for the chance to explain a bit about what we’re trying to do.

(And do let us know if you want to move this blog to TypePad — you’d get much better URLs for better SEO, not have to worry about the 23 security updates that have been issued your blog software was installed, and of course you’d get access to that great support from us either via Twitter or not!)

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