Twitter as an Avenue for Customer Engagement

Here’s a really simple but effective example of a missed opportunity for a business. @GeekGiant sent this tweet in December complaining about the customer service at a furniture store.

It may be unreasonable to expect a furniture store to respond to a customer through twitter (and they may very well not be mentioned on twitter that much), but they could have responded here and likely improved their image in the mind of the @GeekGiant. Unfortunately they did not, and @GeekGiant will have to continue going around telling his furniture curious friends no to go to *that* store with the *bad* customer service.

Responding to customers is something that @comcastcares does really well even if some people are unhappy with the services they provide.