Yesterday I talked with a friend about her experience with Twitter. She was in a minor traffic accident and was frustrated the other person’s insurance company. While she has been trying to do the right thing, the company’s representatives were less than friendly.
She has a small Twitter following (40) and decided to share her experience. She looked up the company’s Twitter ID and posted a Tweet about the their lack of customer care and common courtesy. Two days later, a company representative called her to apologize and asked how he could help.
That’s the power of corporate listening. A smart move on their part, and hopefully a tool they use to instill change internally.
Do you have an example of how social media’s worked for you in a situation like this?