Customer Service Software Company


A millennial tweeted her happiness over discovering a new feature of a popular software program. The large software company not only responded to her tweet, but also researched the background of the millennial and sent a tweet with a graphic recognizing the millennial on past achievements.


  • Your organization needs to be listening on social media. Millennials in particular often share their opinions and thoughts online.
  • The software company not only responded but also personalized its tweet. By customizing its tweet, it engaged with the millennial on a more personal level.
  • Organizations tend to reply to negative feedback, but the software company took the time to connect with the millennial over a positive comment. The company created a unique, personalized, memorable moment and consequently, strengthened brand loyalty.