If you’re in a major corporation and want to nip unjust criticisms in the bud, it’s wise to use Twitter. You can of course use other tools like Google Alerts. In fact, one CEO I know personally monitors Google Alerts for comments about his company Thomas Nelson Publishers and if they say anything negative, he attempts to respond within 24 hours. I wonder if he’ll find this blog post about Thomas Nelson Publishers! It would illustrate the point of course.
Another way to monitor buzz and criticism and address customer satisfaction issues quickly is Twitter. Plaxo did this when I once complained that their interface wasn’t working well with Twitter. One of their guru’s connected with me right away… impressive!
My friend Amit has an excellent post on this topic:
How to track keywords trends and conversations on Twitter
Using tools like TwitScoop can make the task of monitoring Twitter very easy.
If you’re doing this for marketing purposes, obviously you’re going to see “what’s hot” and try to get out in front of the curve with product or affiliate links or even a website to “make hay while the sun shines” or to “cash in”.
I’m not very good with crystal balls myself… and not so good at getting out in front of trends in popular culture, but the use of Twitter for customer service monitoring is a no-brainer for any modern corporation.
Henri Schauffler on October 13th, 2008 at 7:36 am
Yeah i have been planning on using twitter myself.