Social-media tools are fostering customer service.

More Twitter uses are outlined here as well but I am still wondering how the investors are ever going to get back their money though. There seems to be no business model for this great service.

For direct sales Dell says it has sold more than $2 million worth of PCs through its @DellOutlet account (over 710,000 followers) on Twitter since 2007.

For up-to-the-minute service details Twitter can function like a real-time search for airlines and others. For example, JetBlue (@jetBlue; over 730,000 followers) assiduously answers traveler queries about flight times, delays and weather updates. “It’s like an early-warning system,” says spokesman Morgan Johnston.

Twitter can deliver customer feedback that leads to enhanced services. Starbucks is using a blend of social media via Twitter (@Starbucks; over 230,000 followers), Facebook (3.2 million fans) and its own social-networking site (MyStarbucksIdea.com) for product ideas and feedback. Splash sticks, the company’s new plastic plugs for sip holes, were created in part through feedback.
sbuxsplash
Through social-media forums on Facebook and Yahoo, PepsiCo asked customers to visit its DEWmocracy website and vote on one of three choices for a new Mountain Dew flavor. More than 350,000 voted last year.
mountain-dew-dewmocracy
Online communities to exchange comments. Facebook and MySpace, through their respective services, offer massive bulletin boards for consumers to weigh in on major brands.

Dunkin’ Donuts actively manages a fan page on Facebook with more than 825,000 fans. It used the page extensively to complement advertising and e-mail to inform customers on a new line of healthy foods and an iced coffee day event in April.

Harley-Davidson’s corporate profiles on MySpace (36,000 friends) and Facebook (175,000 fans) let it solicit comments from fiercely loyal customers. Harley also uses Twitter (@harleydavidson; 4,000 followers) and produces videos of its motorcycles on YouTube.

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3 thoughts on “Social-media tools are fostering customer service.

  1. I wonder what people’s thoughts are in relation to how xanga could work in this regard. (not that I’m for or against it…but just thinkin’)

  2. they should be thinking about it for the future for sure. I don’t know what their business model is…I don’t think Twitter has made any money yet…how can they continue to support the traffic with no revenue?

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