Yesterday I signed on to my Twitter account (twitter.com/momesso) to see a tweet from Southwest Airlines that caught my attention. SWA had gathered 250 people of their leadership team and for 1 hour they were going to watch their company's twitter account and scroll through all of the responses. SWA has over 380,000 followers so there was a good chance that a decent number of tweets would be posted to them when the followers knew they had the attention of SWA leadership team. I mean, even if 1% of the followers posted during that hour, that is 3,800 comments.
So what did people say? We don't know yet. Here was my tweet; @southwestair LUV the free drink coupons, LUV them more if they were paperless. #GoGreen.
So, what is going to come of it? Who knows. But if you see SWA go to paperless drink coupons you will know that I might have had something to do with it. What I really love about this is the impact it can have across an organization. I can't help but picture 250 execs with pen and paper watch the scrolling tweets and writing down the ideas/compliments/etc that would impact their part of the business. Hopefully someone was aggregating this information for them and they can see what topics were tweeted about the most. This market research of their devout followers was worth at least $50,000 - maybe twice that. And what did it cost them? Time for the execs to carve out an hour to read first-hand what their customers had to say. Time and money well spent.
So I ask you. How can you or your company gain from the new social media world? What can you learn to make your business better? Are you ready to listen to your customers?
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