Customer Service

More Customer Service Brands Are Getting Creative With Twitter’s New Curated Profiles

Earlier this summer, Twitter started beta testing a new feature that gives brands more creativity and control over how their accounts appear. Now, it seems to be rolling out the feature to a wider swath of brands.

How Virgin Turned a Viral Story of Missed Connections Into a Customer Service Coup

Sometimes when a business helps someone out of a tough spot, the good deed can be its own reward. But sometimes, it can also be a spectacular marketing move. That's what happened last week in the U.K. with travel megabrand Virgin.

Get a Crappy Present? Zappos Will Trade You a $100 Gift Card and Give the Gift to Charity

Face it, we all end up with the occasional unwanted gift, and returning them can often be more trouble than it's worth. But Zappos is trying to fix that.

If Twitter Goes Beyond 140 Characters, Brands Will Follow With More Customer Service

If you enjoy the back-and-forth Twitter exchanges between brands like Target or Delta and their querying customers, you'll like what could be coming soon. 

Big Brands Got 105% More Twitter Engagement During Q4

Big brands are evidently getting much better at Twitter.

Lithium Calls Klout Acquisition a ‘Relaunch’

Lithium Technologies paid $200 million for Klout, the social media scorekeeper, in a deal made official today. Lithium CEO Rob Tarkoff said the addition of Klout signifies a relaunch for his company. “This is less about Lithium acquiring a company and technology, it’s actually redefining who Lithium is,” Tarkoff said in a news conference.

Spotify Thanks Customer With Custom Playlist Featuring a Secret Message

Here's a customer-service story that will be music to your ears. Someone on the Spotify team created a custom playlist yesterday thanking user Jelena Woehr for some positive feedback she gave the music service.

How Chili’s Got Nearly a Million Likes by Fixing a ‘Broken’ Burger for a Girl With Autism

We've mentioned before—notably in last summer's Panera case—how random acts of kindness in customer service can snowball into massively positive PR when the customer involved relates the story poignantly through social media. The latest example comes from Midvale, Utah, where a server and manager at a Chili's restaurant thoughtfully helped out with a mini crisis involving a woman and her 7-year-old sister who has autism. The short story is: The sister refused to eat her burger, which had been cut in half, because she thought it was "broken." The server, in a remarkably compassionate way, offered to made her a new one—and the girl then kissed the new burger repeatedly when it arrived. It's a simple story, but one that the woman, Anna Kaye MacLean, tells evocatively in her post on Chili's Facebook wall. (See the full text below.) Now, Anna's accompanying photo of her sister kissing the burger has gone viral, with three-quarters of a million likes and more than 40,000 comments. Brands can't manufacture or even really plan for this stuff—that's what makes it so sharable—but it's always a joy when it happens. Via Mashable.

When They Find What You Left on One of Their Planes, Southwest Will Send You a Poem That’s Lame

Did you leave something on a Southwest Airlines flight? Don't worry. If they find it, they will send it back to you—along with the added gift of an unbearable poem about how the airline "luvs" you. Consumerist has the story of a reader whose husband lost his cellphone on a Southwest trip. It turned up in Southwest's Lost and Found and was soon mailed back to him. "When it arrived, the attached poem was tucked into the package," the wife explains. "The writer of the poem is definitely NOT in line to be a future Poet Laureate, but it's the thought that counts, right? What other airline would do this?" What other airline would want to? Text of the poem below.

Data Points: Social Faux Pas

With the ability of social media to amplify a single negative customer experience, you'd expect every company that cares about its brand to have a plan in place to deal with negative online buzz.