Twitter for Business & Mediacom
January 03, 2013
There is a "love/hate" relationship with so many of our utility companies. We think the reason for this disconnect is not always service but communication. We've all had to call an 800 number and speak with a customer service representative who must (by some body's order) go through a script all the while saying, "Thank you for that information..." and then offer a prescribed set of "fixes" but no ability to share what's really going on. It's frustrating and causes consumer problems.
Some time ago we found the "back-channel" to consumer confidence. It's called Twitter. Over the years we've communicated with major corporations from American Express to Enterprise Rent-A-Car and always been pleased. The same with our friends who work the magic at @MediacomSupport. Mediacom, a regional cable TV outlet, has figured out that building relationships builds the bottom line and customer loyalty. Not only that but if you read the interaction above MediacomSupport actually is...human...coming back with a "good night wish". Impressive...
Mediacom has also figured out the reason to use Twitter is not to sell products/services but to actually reach out to consumers to listen and engage. Your lesson here is just that...reach out, listen and advise. Offer something useful to your customers like...customer service that is directed and personal. How? See above.
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