In a recent article, I wrote about Twitter parody accounts, how companies can avoid getting them, why they get created and how to create them yourself. This time, I’m going to focus on a company I believe is making a really bad job of its Twitter account, and I’ll explain why I feel it’s doing so badly.
Running a company Twitter account where you deal with customer service enquiries isn’t especially difficult. Rather than being an extra burden, it should be treated as the opportunity it presents – a chance to respond to customers in real-time, showing others how good your customer service is, while also reducing the costs of a call centre. It’s much cheaper to have (more…)