Many businesses really miss the boat when it comes to providing content and value that their customers want. Here is an example of a salesperson providing great customer service using Twitter by providing personalized offers that his customers actually want. Instead of blasting out a promotion to everyone, taking the extra effort to let specific customers know about offers they’ve expressed interest in not only increases the probability of a sale, it also increases brand loyalty and reputation.
Anyway, I forget all about @NordstromDave. But a couple of weeks later, as promised, he sends me a DM and a half a dozen pictures of perfectly presented Robert Graham shirts, the cuffs turned up and the collars open to reveal the piping. One strikes my fancy. I DM back to Dave, confirm my size, along with my Amex number and 24 hours later there’s a box on my back porch – delivered overnight on Nordstroms’ dime I might add – with my new shirt.
Now this is customer service. I didn’t have to drive 20 minutes to the mall, didn’t have to look for a parking space, didn’t have to poke around a department store. – I bought a shirt on Twitter by EDWARD BOCHES
Sure this method takes more time and effort, but it also gives personalized service that people want. If you’re going to bother to have a conversation with your customers, tell them something they want to hear.
What do you think?
(photo by Simon_sees, on Flickr)