When to stop exploiting the Social Media – An example
I am doing some research for a service around Twitter, and stumbled across Kingfisher Airlines twitter account. What I saw was instead of Kingfisher saying “What they were doing?”, they are solely using Twitter as a CRM tool. Saying thanks for customer who have left them thank you note, or in some cases asking sorry to the angry customer who were not satisfied with some service.
Well, it’s all fair to use such social networking tool — but the downfall is, you are wasting time or may be turning off those customers who want to follow you to understand your promotions, flight announcements, last minute schedule changes, some critical security updates. Personally I feel, using Twitter for Saying Thank you, visit us again will flatter “that one” passenger, however will turn away several potential passengers who want to follow the business/ enterprise and gain more out of their tweets.
It indeed is an art how to distribute your tweets between tackling customer complains, building rapport by saying thank you on their good experience, sending our promos, delighting travelers with useful announcements etc. Well I feel the sooner an enterprise learns this art, the more useful such social tools will be — after all it is all about ROI.
