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Seizing the opportunity to build customer relationships

If you tweet it, will someone come running? That’s how I started my last blog entry. This time, I’m starting to wonder if that’s exactly what might happen. If nothing else, I have a pretty cool story to pass along.

In my last blog, I took a skeptical viewpoint about a fictitious story presented at a conference about someone who tweeted about their washing machine being broken and all of the sudden, the service department was in touch ready to tackle the problem. It just seemed unrealistic to me.

Then I read this story. A guy jokingly tweeted to have a steak dinner delivered to the airport to meet him when his plane landed, and they actually showed up! It is a great story. I encourage you to read the whole thing.

So, is this the future of customer relationships — tweet it and people will come running? I don’t think so. What’s more, I hope not. I don’t want restaurants, clothing stores, or service providers rushing to my doorstep every time I mention something. That is not appealing and it doesn’t seem like a good customer strategy. 

What is really interesting in this story is that they apparently recognized this guy. They knew he was a good customer. They knew that he was deserving of special treatment. They knew they had a special customer relationship that was worth cultivating further. When they saw the opportunity, they went the extra mile.

In my book, that is a pretty good customer strategy.

Patrick Gibbons

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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