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Customer Feedback, Customer Service, and Reputation Management: The Power of Twitter

I know many camps that are up and going with their Twitter accounts (and - I know of several camps that aren't).   As we know, Twitter accounts are used for networking, marketing, and all things in between.  We could write all day about marketing and Twitter.  However, let's talk about customer service, customer feedback, and reputation management.....on Twitter.

More importantly here, we've all heard about the power of Twitter when it comes to both major and small business "listening in" on what customers are saying.   In fact, earlier this week, we heard about Southwest Airlines' customer who decided to Twitter their specific customer service experience. This, of course, started a Twitter storm in which Southwest Airlines was quick to respond via its Twitter feed.  Regardless of the issue, more and more companies are "watching" their on-line reputation - and are also learning to respond and manage it.

Today, I sit here on a break from the ACA National Conference at the Hyatt Regency in Denver.  Super Conference!!  When I came to my hotel room, I found a silver bucket full of Dr. Pepper cans and a card sitting on the desk.  Come to find out, the bucket-o-Dr. Pepper was the hotel's response to Dani  (@danishaw)  posting a simple message on her Twitter account earlier this morning.  It said, "@denverhyatt thanks for having Dr. Pepper in your hotel.  It's the small things."

Don't forget that your customers will give you an on-line presence and reputation (regardless if you want it or not).  It will come in many forms - both good and bad.

• What are your campers and parents saying on their Twitter accounts?
• Are you listening-in?
• Does your camp have communication policy (specifically involving Twitter and employees)?
• Is the message the same (by different employees)?
• Do you use hashtags to help manage the message?

Your camp probably doesn't have 1.6 million followers (as in the first Twitter incident earlier this week) causing the Twitter server to go down. However, regardless of the number of followers, your camp does have a reputation.  Find out what it is - and make sure you're listening.....and responding.