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Businesses use Twitter to communicate with customers
- From: Brian Warkoczeski
- Date: Fri Jun 26 12:08:58 2009
Businesses use Twitter to communicate with customers
June 26, 2009
By Jon Swartz, USA TODAY
When a Stanley Cup broadcast suddenly went black in late April, many
Comcast subscribers simply scooted to Twitter to find out why.
It was there -- not on a phone system with multiple options -- they
discovered that a lightning storm in Atlanta had caused a power outage
during the Philadelphia Flyers-Pittsburgh Penguins hockey playoff game,
and that the transmission would be restored soon.
"I did a search on Twitter as soon as the game went off the air," says
Dave Decker, 31, a Web developer in Pittsburgh who regularly tweets
while watching sporting events. "The mystery was resolved in minutes.
Before Twitter, it would have been a nightmare trying to find out what
happened on the phone."
Comcast's deft use of Twitter underscores what is becoming a staple in
modern-day customer service. Increasingly, corporate giants such as
Comcast, PepsiCo, JetBlue Airways, Whole Foods Market and others are
beefing up direct communications with customers through social-media
tools such as Twitter, Facebook and YouTube.
For rest of the article, see:
http://www.usatoday.com/tech/news/2009-06-25-twitter-businesses-consumers_N.htm
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