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Are You Listening? Twitter Can Help. Ask SkyMall...

Posted by Matt Kucharski on April 3, 2009 at April 3, 2009 3:47 PM

I had one of those "bad experience turns into a good experience moments" this week involving SkyMall. They can thank Twitter for keeping me as a customer. Here's the scoop:

After reading about this nifty roll-out vinyl garage floor in the catalog on the plane (had to put away the Kindle because we were landing), I went online and placed an order, but 5 minutes later I had buyers remorse. Let's just say my "spouse-meter" kicked in. The Web site didn't have any easy place to cancel online. Calls to customer service didn't help -- they basically told me that I had to wait until the order was processed. My problem was I wanted the order UN-processed.

I did what every unhappy customer does. I bitched. On Twitter. To a few hundred of my closest friends. A Tweeter representing SkyMall named Shea Beck DM'd me (if you don't know what that is, go sign up for Twitter), asked how he could help, and ultimately directed me to a customer service person who is working with me to resolve the issue. This wasn't an accident. Shea's job is to monitor the net (and thus Twitter) for anything and everything related to SkyMall. In doing so, he saved a customer.

So, my question to you is this -- are you using Social Media to listen to your customers -- and are you responding?

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