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.
CUSTOMER SERVICE TAKEAWAYS
- 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. ∞
Join us on February 8 and 9, 2017 at The Ritz-Carlton, Dallas for two days of courses. On Wednesday, attend Service Excellence Culture and hear about the processes behind the legendary service of The Ritz-Carlton, and on Thursday, learn about the principles of Memorable Customer Service.