Social Media Customer Retention

Tweeting your problem

I recently had an extremely poor experience with an insurance agent. I know, hard to believe.

I was so frustrated with the lack of concern, the condescending tone and the repugnant verbiage, that I knew I wouldn’t be able to reach a supervisor if I were to call customer service right before normal business hours.

So I did the appropriate thing- I took to twitter. I wrote a strongly worded critique of this individual, obviously without mentioning his name.

We all know companies are on twitter listening. And I also do not believe vulgar insults get results, nor should they. But actually questioning the morality, ethics, and customer service of a company will get you a response most of the times.

2 days later- I received a call from his supervisor asking what my concerns were, and I voiced it to him. He listened, he expressed the plan of action was, and if there is anything additional he could do. Before ending the call, he asked if I would remove my tweet, and I thought about it for a second, and agreed. I had the supervisor’s email and direct number, and I acctually had found his supervisor too, in case I needed to escalate things. So I was comfortable with removing my tweet.

Want to share your social media experience?

Feel free to write here or to email me directly!

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