Why It’s Important to Use Twitter for Customer Service

Today, I had the opportunity to be interviewed by Deepak Gupta on his terrific site, Marketing by Deepak. The question was posed to me about why businesses need to use Twitter for customer service.

Although I recommend it daily to my social media marketing clients, when you have a personal story to share, it becomes more meaningful.

In this particular case, I was one of many who were affected by the holiday snowstorm in New York. Unable to find out if my flight was canceled or not, and after being on hold for hours with the airlines, I reached out to Virgin America on their Twitter account.

Fortunately, someone on the other end responded to me. Situations like these will make the difference on whether you retain clients or they leave to go to your competitor.

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