The best resource I’ve found on Twitter recently is this great customer service article (published on CanadaOne in April 2000). I retweeted it because it described a stunning example of poor customer service. I couldn’t imagine sitting in a restaurant and having it close all around me while I was trying to enjoy my meal. The restaurant owner discussed in this article showed incredible shortsightedness. Imagine if this incident had happened today, in this age of social media! While this situation occurred at a brick and mortar location, the lesson learned is applicable in the digital world as well:
*** Your customer’s positive experience is always more important than your own convenience.***
Back in 1999 a great book was written by B. Joseph Pine II and James H. Gilmore. This book was over a decade ahead of its time: The Experience Economy: Work Is Theater & Every Business a Stage. That restaurant owner and others like him can discover a whole new world of business ideas in this wonderful book. Messrs. Pine and Gilmore, geniuses that they are, updated their book in 2011.
Have you seen our newest Twitter account? We created it to highlight our Goal Focused Marketing service, and I retweeted that awesome customer service article there. Come see us @ClearlyStatedCo and say hello.