For Customer Service, Please Click ‘Tweet’

Flickr/Faux Photography by Andyofne

When Peter Shankman tweeted that he’d like a porterhouse steak from Morton’s Steakhousewaiting for him when he landed at the Newark airport in New Jersey in August 2011, he probably didn’t expect it to happen. But when a limo pulled up with a Morton’s employee, steak and sides in hand, it made news.

So was this the greatest customer service of all time? A “twitacle”? Or just a PR stunt designed to leverage Shankman’s 100,000+ Twitter followers?

It’s hard to say. But here’s an even better question: Why is it that in most cases, it’s hard to get any customer service at all – whether at a restaurant or your local Internet service provider? According to a study by mystery shopping service STELLAService, the average response over Twitter isn’t that sparkling either; only 40 percent of customer service complaints delivered this way are answered within 24 hours. But when companies do respond, they tend to do so in a big way. Find out why in my new article


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