I recently stumbled upon Chris Lake's most recent article at econsultancy.com, which addresses 'tweeting' and how businesses should use this service to communicate with customers. Most people have their own opinion of Twitter, and like it or not, not everyone understands the micro-blogging service. When used correctly, Twitter offers a highly effective, highly personal, and highly public method of communication. Lake argues, Twitter should be used by those companies that wish to reach out to their customers, and those confident they can provide top-notch customer service. With Twitter, company representatives are expected to deal with customer complaints publicly, and in a way the company is comfortable with everyone seeing. This provides representatives the opportunity to show their business still cares about customer service. It is this new, very informal-seeming (yet dedicated) approach to customer service that Lake refers to as, "putting the 'me' in social media."
He goes on to give 27 examples of promotional tweets used by online retailers.
via Mike Lake @ econsultancy
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