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Roy Atkinson
Sr. Writer/Analyst by trade | I tweet about customer focus ( ); , and | Tweets are my own.
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Roy Atkinson 1h
“It depends” is sometimes exactly the right answer. Here’s my little example of how different things really are between companies.
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Roy Atkinson 1h
Replying to @frankdfleming
Thanks, Frank!
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Greg Sanker 18h
Use what works. Deep thoughts on the pitfalls of demonizing “The Other” and a one-size-fits-all approach. Practitioners must understand the unique challenges and needs of the organization you’re in.
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Roy Atkinson Jan 16
Many thanks, Dayana!
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Roy Atkinson Jan 15
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Roy Atkinson Jan 15
Thanks, Jamal!
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Robert Novak Jan 15
Replying to @RoyAtkinson @AlHopper_
A10 - Depends on the brand. Having worked in tech support way too much, I know that customers (myself included) sometimes don't know their actual problem. As I see others hinting, the truth is somewhere between the customer and the brand.
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Roy Atkinson Jan 15
Replying to @chagn0n @MarshaCollier
That’s the bazillion dollar question of the week! You have won……. never mind.
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Chris Chagnon🥈 Jan 15
Replying to @MarshaCollier
I’m just picturing someone on MySpace writing a review, or someone creating a vine about my service. If a rant falls in a dead platform does it make a sound?
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Roy Atkinson Jan 15
Thank you all for being part of this wonderful community! and me!
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Roy Atkinson Jan 15
Replying to @MarkC_Avgi @AlHopper_
The ones that big me are the 1-star reviews that love the product, but hated the packaging it came in.
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Mark Carruthers Jan 15
Replying to @AlHopper_
A10: Depends on the nature of the issue, how the complaint is conveyed, & my perception of the credibility of the complainant. Bad hotel & resort reviews, you can usually tell if the person is a chronic complainer, or not...even without looking at other reviews.
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Roy Atkinson Jan 15
Thanks, Marsha!
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David Kreiman Jan 15
A9. I just think it’s bad. My alerts for yelp reviews went broken for quite some time. I went back to most and apologized for such a late response. The negative is not so much the person who posted but those who come to the site later and view it as indifference.
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Roy Atkinson Jan 15
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Roy Atkinson Jan 15
RT : Q10 | Do you tend to believe the customer's account on social before seeing the response?
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Roy Atkinson Jan 15
Thanks, Woody! (Don’t forget the hashtag. )
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Al Hopper Jan 15
Yes, some brands did create specific brands, but often customers don’t care what the company wanted. At Citi we had 4 Twitter handles at any given time, each for something different, but the team could reply to them all from the service handle.
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Robert Novak Jan 15
Replying to @MarshaCollier
If the brand rarely publicly responds, it probably doesn't matter much. And of course if the customer asks the wrong people (i.e. screaming at the "jobs" account that their taco had pickles in it), I'd say they don't warrant a response. :)
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David Kreiman Jan 15
I understand your point and I think it depends on how you have positioned your social channels. If I am not mistaken some large companies may have multiple twitter accounts, one for service issues and one for informative issues.
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