When educating new or current clients on the benefits of social media I often hear “I don’t get Twitter” or “How can Twitter help our business?” After spending some time on the subject, I get most of the point across, but there are still some suspicions present.
A case study or real world example always helps, so I am going to share an experience I had with a company that has begun to utilize Twitter to reach out to their customers.
I use @Task, a web based project management tool to keep track of client accounts. While viewing a webinar a couple weeks ago, I logged into my @Task account to check on a few things (yes, I multitask). My Gant Chart screen was acting a little flaky so I sent out a Tweet to see if any of my followers were having the same issue:
I did not get much of a response from my followers, which I expected. What I didn’t expect was to have an @Task representative call me within 3 minutes!
Unfortunately, I was not answering my phone due to my webinar participation but I still appreciated the prompt follow up and concern nevertheless.
The issue ended up being my browser’s fault, not @Task’s.
I even received a follow up Tweet from their Twitter account administrator making sure the problem had been rectified:
That was the icing on the cake. The whole experience made me feel like a valued customer, even though the firm I work for is small compared to many of their clients.
There you have it: real world proof that Twitter is good for your brand and your customers.
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Are there discrepencies?
that their Twitter account has driven $3 million in sales since it was first created in 2007.
