Customer Damage Control Using Twitter

Twitter is becoming ubiquitous. Large companies are already managing their brand image with the public using Twitter, and more companies are following suit all the time. It is very important for businesses to know what is being said about them across the internet. Google searches are no longer enough, now a daily check in Twitter is required if you really hope to keep track of all the good and bad comments about your company. As more people join Twitter it's in your best interest to start using Twitter search as a monitoring tool for your business. Spin control and all that.

Recently we had an issue with one of our HP notebook computers. We tweeted about the problem a few times, disgusted with the lack of support while we were traveling overseas in Asia at the time. To our surprise an HP representative tweeted back directly and asked if our problem was resolved yet. It wasn't, so he put us in touch with someone at the main HP center for the country we were in. To shorten the story, HP took care of us very quickly and replaced the faulty hard drive within a few days of contacting us. If it wasn't for Twitter we would have had a bad taste in the mouth over it. HP monitors tweetosphere so, damage control was applied and worked.

That is how to manage your business in the public eye. Twitter is similar to a chat program, and yet there is a lot more to it. Only people following you can see what you're writing (tweeting) about. If you have 500 followers they can see what you write - if they look. If they happen to not be online they can still see the stream of tweets anytime they login. Followers can retweet what someone says and so your message could go to their followers as well.

Using the Twitter search feature you can look at everyone's tweets and see what the discussions are about any subject you choose. It is a really cool tool. When you go to the Twitter homepage there is a search box on the right side. Type in a business name, or if you know a username - type that in and you'll see all the tweets about that business or username it matters not if you're following those tweeters.

This is a really powerful tool. Let me explain...

After you search and find people talking about your business you can directly send a tweet to them asking them if they need your help in fixing any problem. Probably they'll be relieved to hear from someone wanting to proactively solve their problem. In this way you can manage the negative talk about your business and products. This is an amazing opportunity that you should take advantage of by doing a search daily for problems related to your business.

Twitter is a great tool to use yourself if you are having a problem with something you bought. Tweet about it and give specifics and someone may contact you. It is another avenue if you've exhausted the traditional customer service avenues. Create a Twitter account and begin tracking what others are saying about your business. Search your business name, product names, email address, name, employees names, everything you can think of.

Social internet is getting bigger by the day, managing your reputation online is going to become critical. HP and other large companies already think it is - and are monitoring daily for damage control. Shouldn't you be too?

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