The Power of Social Media and Customer Service
This past week I had a pretty crazy travel schedule. Stuck in Chicago O’Hare airport I decided to get some work done while waiting for my flight. Searching for the local wireless network I tried to log into www.boingo.com for the local hotspot. For whatever reason, I couldn’t connect to get their daily service.
So, doing what any Twitter addict would do, I pulled out my BlackBerry phone and using TwitterBerry I tweeted out my sad tale: “Boingo wireless works everywhere in the Chicago airport, except where I am!” They made me feel much better. But the real feel good came a few minutes later.
About ten minutes after my sad tweet, I got a DM (direct message) from Boingo on Twitter asking me to call their number and they would hook me up! Now that is cool! I happily Tweeted this sudden change of events out to my followers, praising Boingo for excellent service and for paying attention.
What a great lesson for all of us. Keyword search your business name on Twitter to see what others are saying, and then empower your team to respond and make a difference. Next time I need wireless in the Chicago airport, you bet I will give Boingo first crack at it.
The power of social media lives on. Now this happy tale is a blog post and will be Tweeted out again and again. It is even likely that others will link to the post and spread the news as a great example of how social media can work for you. All because Boingo decided to pay attention and empower their people.