Twitter’s use as a customer service tool is nothing new. I’ve occasionally tweeted my dissatisfaction with my telco or broadband plan, only for someone from the relevant companies to tweet back and offer to help.
Social media is a great way to gauge what people are saying about your business and to engage with them in return. However, building a social media presence takes time. So what’s a quick way to encourage people to use Twitter to provide real-time feedback?
Gatwick Airport came up with an award-winning answer. London’s second-biggest airport has signs and monitors in its terminals asking patrons “Are you on Twitter? Get in touch with us @gatwick_airport and let us know about your experience at Gatwick today”.
The airport already responds to comments on Twitter, however it claims this takes it one step further by actually integrating social media into the physical space of the airport, allowing feedback to customers when they need it. It’s a brave move considering airports are conducive to anger or stress.
The scheme, which is intended to run 24/7, recently earned a gong at the Econsultancy’s Innovation Awards 2010 in the Innovation in Online Customer Service category. As the judges remarked it’s “a great way of transforming something boring into something interesting”.