Case Study on Good Corporate Twitter-care

Last week the organization I work for (Triad Apartment Association) hosted its regular monthly dinner meeting and it was one of the most successful meetings we've had in a long time.  The topic was social media and it featured a presentation on the "Top 10 Things You Need to Know About Social Media" and was followed by a Q&A session with some social media experts from the apartment industry. One recurring theme that evolved from the presentation and the Q&A was the importance of being active in the social media sphere, and being prepared to engage with customers and prospects via Facebook, Twitter, etc.

I thought of that today when I observed the interaction between one of my coworkers, Rachel, and Enterprise Rent-A-Car.  Enterprise told Rachel that they'd be at our office to pick her up at 2 p.m.  At 2:15 she called them to see where they were and they indicated that the driver had left on time and knew where he was going so he should be here any time.  Rachel waited a few more minutes and then wrote this on Twitter at 2:21:

Hey Enterprise, remember when you said "We'll pick you up at 2!" That was awesome. Except. You didn't. #tickfreakingtock

Obviously she was being funny, but it's also obvious she's getting a little annoyed. Well, someone at Enterprise is on the ball because within 20 minutes @enterprisecares Tweeted the this:

Have you called re: the delay? If you need anything else follow us & I'll DM my contact info to get details (Elizabeth)

Needless to say Rachel was impressed and is currently a very happy Enterprise customer.  BTW, the driver showed up just a couple of minutes later; he'd gone to the wrong address which is not uncommon for people coming to our office since it's a kind of weird location. 

Here's a screen shot of my Tweetdeck showing the interaction. Very well done Enterprise:

TwitterCustomerCare
 

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