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Major companies using Twitter for customer service

By Kevin OKeefe

As part of formulating LexBlog's plan on the use of Twitter for client service, Stacey Merrick, our Client Services Director, discovered this article by BusinessWeek's Rachael King about major corporate brands using Twitter for customer service. Companies have figured out Twitter provides the opportunity to listen to what customers are saying about their brands, and to respond. Still, it?s not easy for a corporation to strike the right tone on Twitter. Some brands on Twitter seem too formal and stilted while others seem interested in using it only as a one-way PR channel. And then there?s the delicate issue of corporations following unsuspecting customers and responding to their complaints about brands. Even though the intentions are good, it might be a bit startling for customers to find out the folks from the brand are eavesdropping on their tweets...continue to full post

Full post as published by Real Lawyers : Have Blogs on October 01, 2008 (boomark / email).