I can’t think of anything good about it.
On a personal level, it’s really annoyed me. First, I had to write an extra email that, had the @Bigpondteam not teased me with their tweet, I could have avoided. Second, after our brief tweet-a-tweet, I still had to send my request to them by snail mail. And last, but certainly not least, it hasn’t really helped me solve my Bigpond problem.
Tip #1: Understand your customers
Why didn’t they do any basic research before following and tweeting at me? Why didn’t they look at who I follow, and who’s following me?
I’m wondering how they just plain didn’t notice that the Tweetosphere is rife with savvy, and very articulate, social media observers just looking for a case study such as this…
It’s being played out to that effect. Analysis of Bigpond’s tweet effort has been tweeted and re-tweeted around the traps and has, of course, spread to the (echoing) boulevards of blogsville. The recurring theme seems to be about how brands should not conduct themselves on Twitter.
My question for Bigpond is simple: Why Twitter? What customer needs are you fulfilling? Think about it and get back to me. On Twitter please.
(More about this in an excellent post by Lid here)