2nd
Twitter as a customer service tool
I havent written in a while. No excuses. Now is as good a time as any to start again.
A friend and I have a running debate about how luxury doesnt translate well over the internet. A luxury brand’s retail store, if set up properly, is an experience. The design, music, service, etc are all meant to reinforce/promote the brand’s image. Over the web, however, there is little that a brand can do with its website to give this same feel. Good UI, easily findable items and the like are good business practices for all companies, not just luxury brands.
I keep thinking that the only way a brand can distinguish itself online is by using the web as a tool to provide better service. I’ve had different ideas on how this can be done and today’s idea revolves around Twitter.
Reach out to your best customers and find out if they are using twitter. If they are, follow them. Be selective. Following your best customers allows them to send you direct messages. Encourage them to do so. Encourage them to ask question and give feedback. Listen and respond back with a direct message. Provide the ultimate customer service. 24/7 access to the brand that is exclusive and private.
I think that good customer service always wins. So seperate youself from the pack by using the web as a tool to provide the best customer service possible.
