Twitter authority & customer service

December 27, 2008
Posted by Ryan Graves

Twitter authority & customer service

Loic Lemeur wrote a great post on his blog about authority being = or not =, to your number of followers. I agree with him that it’s not a matter of who’s more important but it’s definitely a matter of who has a larger, faster, stronger affect with their followers.

He used an example of complaining about Sprint Blackberry Bold global service and how when he complained on Twitter Sprint offered him special VIP service contract so he could get what he wanted…that makes having a large ‘following’ very powerful.

I wanted to find out what experiences you all have a had with company interaction and getting customer service because of Twitter… Was your following a factor? Do companies listen to the millions of people on Twitter with small follower amounts or only the people with large influences or followers?
Please use comments and I’ll include your contributions in a longer more thought out blog post. Thanks.

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ryangraves

Hmmm....This decision is a tough one. iPhone, Blackberry Bold, Blackberry
Storm.....I just don't know.

If I can find the right phone that has a good twitter app a strong battery
and a good Google Reader app, I'm in...
So far I've only found a phone that has 2 of 3....

Allen Penn

Hey bro - ATT&T has an exclusive contract on the BB Bold. Just FYI

Taylor Davidson

If they're listening, companies mostly listen to keywords; but what they do about it depends on who you are (# of followers). I've tested throwing in company names on Twitter just to see if companies follow or respond, but few do.

That said, we both know of smaller web-based companies that truly use the tools to listen to and learn from people that use their services. Dan at Rypple, for one, and Chris and Mike at Backtype, unquestionably, are examples of people / companies that understand how to use the tools to listen to, interact with and learn from everybody, not just the people with big follower counts.

The interesting bit to dig into would be how larger v. smaller and non-web v. web companies use the tools and interact with people differently.

THE DREAM IN ACTION

By Ryan Graves

Twitter authority & customer service