...Even if they aren't talking to you.
This morning, I get a tweet (a Twitter message) from someone complaining about her Firefox 2 frequent crashes.
I've experienced Firefox 2 crash at random on Vista, and I wasn't the only one. (Aside: I'm happily settled on Firefox 3 now.) My response to her tweet.
When I checked my tweets a couple of hours later, I had a reply from @firefox_answers
I don't follow @firefox_answers, nor do they follow me. I didn't even know they existed.
But they are listening.
How do they do it? The easy part is getting to the tweets. Look at Twitter Search or one of hundreds of twitter monitors for keywords. Lots of companies use twitter to promote and gauge community perception.
The tough part is listening and responding. I am amazed at the attention that Mozilla pays to its customers. I have been a fan of Firefox for its product, now I tip my hat to their customer service. Try it for yourself. Pose a question or issue on firefox on twitter - I'm sure @firefox_answers is listening.
Thursday, August 14, 2008
How-to: Listen to what your users are saying
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3 comments:
This is pretty interesting!
One of my project (Tool King); into retail, has a team of about 2 people only searching websites for a bunch of keywords.
They maintain a blog/community site too and any negative comment, they make sure they get him/her to the community and solve his/her issue/problem.
Is this a way for user experience or user satisfaction?
Doesn't matter what you call it I guess, as long as you are listening to the user and providing a timely solution to their needs. Makes users feel special and shows that you care for them.
I am increasingly finding several companies listening to conversations on twitter and proactively giving help. Some include @thehomedepot, @jetblue, @37signals etc.
Check out the complete twitter brand index here http://blog.fluentsimplicity.com/twitter-brand-index/
@1d'n, @vinodh - good examples, both.
Tuning into the conversation via social media is a full time job. I see social media management as an emerging role for people just like product management or brand comm.
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