Going the Extra Mile: How to Use Twitter to Boost Customer Satisfaction

When Amazon began testing one-hour delivery times with remote-controlled drones, it was clear that customer expectations of “fast” in the 21st Century had gotten wildly out of control. Unfortunately, when companies meet these expectations it becomes a standard rather than a dream and one that other companies must follow or risk being pushed out.

While drone delivery may not be in your company’s top ten goals for the year, boosting customer satisfaction via social media should. Customer expectations are not giving companies much breathing room when it comes to response time, but adopting these 4 quick changes to making a better system for your customers can flip satisfaction around overnight:

1. Address Major Issues Publicly

A company may not be able to fix an issue in 24 hours, but it can make its intentions known. Customers are far less likely to become agitated and vocalize their dissatisfaction if they know a company is aware of the issue and is working to remedy the problem.

Traditional press releases on company websites and phone recordings are fine as long as the message is relayed to social media as well. People more than ever are turning to Twitter when looking for “in-the-moment” news. If there is radio silence on your twitter page, people will assume that someone isn’t listening.

2. Turn Customer Support into a Forum

Half of the battle in customer satisfaction is being in the place where your customers are looking for answers. Traditionally this meant providing phone numbers and P.O. Boxes, but now customers are turning to Twitter to voice their issues openly.

Merging customer support teams with social media not only speeds up response time, but also avoids missing opportunities to help customers when they reach out to the public.

Twitter may appear to be an unusual space to resolve personal issues, but most customers are extremely satisfied with public conversations as long as the topics are general. If matters do get personal such as passwords or account information, Twitter provides direct messaging options that allow for private yet quick conversations.

Regardless of the situation, Twitter provides an excellent space for resolving issues quickly and personally with the bonus side effect of boosting the company’s public image as people can see first hand the level of support provided. Best of all, since most support teams already have computers, adding twitter to the list of support networks requires minimal added resources with extreme benefit to the company.

3. Make It Personal

Adding social media to any business transforms the customer experience into a cycle, rather than stopping at the purchase. By making personal connections with real customers through Twitter, companies can create a dialogue that helps both sides create a better experience.

Companies can use targeted content to help customers get the most out of products already purchased, while consumers can provide feedback on how to make the process better.

Interaction at every point in the buying process creates a sincere relationship and allows customers to ask questions that avoid obvious problems, rather than posting negative reviews out of ignorance of a product’s functionality.

4. Customers Love a Good Deal

It may seem trivial, but sometimes the best way to make a customer happy is by giving them a great deal. Twitter is the best space to quickly promote deals, coupons, and sales that customers may not be aware of on their own. As media becomes increasingly more fragmented, there is no longer the guarantee that advertising in one space will reach a large audience. Announcing deals and steals on social media is the safest–and cheapest–way to reach a large audience successfully.

Customer satisfaction doesn’t have to be a long term goal that can’t be reached in the here and now. Beyond these four quick fixes, keep a look out in your company for ways that customer experience can be improved with little effort. Sometimes the best solution truly is the simplest.


Megan RitterThis is a Guest post by Megan Ritter. Megan is an online writer with a passion for small business journalism. In addition to sharing how businesses can leverage specific social networks, her writing also covers unified business communications, globalization and its impact on the economy, social media marketing, and technology. Check out more of her writing by following her on Twitter!

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