Thanks in part to Stephen Fry, Twitter has penetrated the UK’s Top 100 sites. Certainly there is alot more chat about Twitter throughout the agencies I have spoken to now, but I genuinely still don’t believe brands are totally sure how or whether they should use it.
Paul Dunay provides a good guide here (as always)…
http://buzzmarketingfortech.blogspot.com/2008/12/brands-that-tweet.html
I’m not entirely sure who has got it right as of yet, but I do believe there is a route as a pure PR/Customer Service tool. Searching on alot of the brands I work on reveals a sea of discontent which could quickly be answered visibly and personably by an astute customer service rep or PR person.
Its not necessarily about moderating the comments and placating the person, but more to genuinely demonstrate customer care, which in the UK at least, seems to fall by the wayside once a product is purchased. So I ask the question, will we see a rise in levels of customer service because of this?
