If Customers are Tweeting About Your Company - You Need To Listen

As Twitter continues to grow dramatically, the reach and influence of these Tweets will continue to expand at an exponential pace due to the network affect. This means that cable companies, and other service providers who have regular interactions with customers, need to refine their customer service strategies to parallel the growing power of the voice from consumers, by not only incorporating social media channels, but also providing new solutions to alleviate frustrated customers' complaints.

TOA Technologies conducted a survey that found more than 1 million people per week view tweets related to customer service experiences with a variety of service providers and that more than 80% of those tweets reflect a critical or negative customer experience.

As Twitter continues to grow dramatically, the reach and influence of these tweets will continue to expand at an exponential pace due to the network affect. This means that cable companies, and other service providers who have regular interactions with customers, need to refine their customer service strategies to parallel the growing power of the voice from consumers, by not only incorporating social media channels, but also providing new solutions to alleviate frustrated customers’ complaints.

The statistical sampling of more than 2,000 tweets was collected during the period of February 25 to May 2, 2011 and focused on terms that included “the Cable Guy” and “installation appointments,” among other...

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