Sweet example of a customer recommendation on Twitter linking with a simple reward, then building a word of mouth story

13Aug09

A low key, but real-world, example of how a business that followed Twitter users was able to reward a customer for recommending them. The word of mouth value continues, even with this post.

Thanks to Karl at Experiencecurve.com for spotting the example.

3 weeks ago I noticed Stephen Fry (707,000 followers on Twitter) tweet that his HP printer had died and he bemoaned the problems he had experienced with the product. I happened to know the agency client service director for Canon printers in Europe and suggested they contact Stephen Fry and offer him a replacement.

The ability to respond in real-time to people is becoming hugely important. People hold influence, they generate peer-to-peer recommendation which influences trial and sales.

Most brands expect consumers to contact their help/complaint line when there is a problem, but don’t actively monitor social media to ease customer concern when things go wrong. What does your brand do about this?

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