Turn a negative into a positive (and how Sears gets social media)

[25 Nov 2009 | By | 6 Comment(s) | 3,842 views ]
"Come to the Darkside" Twitter Icon

I like twitter.  Within the loosely knit community of crafty folks I hang out with on Twitter, we’ve been having discussions about the right and wrong ways to use Twitter, and about effective (and SOOO not effective) ways that twitter is used by both large and small businesses.  (Check out @kpwerker’s mystifying exchange with an organization that obviously has no clue!)

So I tweet.  And along with posting cool links and interesting stuff I’m doing–and chatting with my buds (hi guys!)–I also occasionally give kudos and/or rants about companies I do business with.  Like how I will never buy another camera from Pentax due to their awful customer service, or how Snapfish really impressed me with their fast delivery and issue resolution.

So I tweeted the other day about helpful customer service from Sears in setting up an appointment to level my new washing machine (which, by the way, is an LG and I really like!).  Then I had to take back my kudos via tweet when they didn’t show up for the appointment.   Within a short while I got a message from @MySears, which apparently watches twitter for what people are saying about the company.  They were concerned about my bad experience, and offered to have someone contact me.   Their Care team contacted me the next day, and researched the problem, were incredibly helpful!

This is a perfect example of a good use of social media by a large company — they found about about my problem while it was still fresh, addressed my problem, and made me feel like a valued customer.


A few people to follow on Twitter

(this quick selection is crafty related – I’ll do more lists later)

  • @craftypod
  • @kpwerker
  • @dudecraft
  • @someartmama
  • @avgjanecrafter
  • @seschloss
  • @croqzine
  • @obajoo
  • @dotatdabbled, of course!

FTC Stupid Disclaimer – I am not a pawn of Sears, LG, Snapfish, or even Craftypod!  Don’t you feel protected by your benevolent government now?

Feel Free to Steal the Come to the Dark Side Twitter icon!

Thoughts on good/bad twittering?
And if you’re on Twitter, feel free to share your Twitter name in the comments!

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6 Comment(s) »

  • Kim Werker [] :

    What a great example of business-Twitter win!

    My exchange that day with TNNA led to a long phone conversation with the executive director of the organization. By the time we spoke a few days after I wrote my post, she had already assigned someone else – who understands how Twitter works – to the account. And although I wouldn’t have been surprised to be reprimanded by her for calling them out, I was delighted to discover she was instead interested in talking about how businesses can use tools like Twitter and Facebook and blogs. She was surprised when I mentioned it’s not only retail stores and designers who can benefit, but also manufacturers and distributors.

    I won’t get into my thoughts on how I still think, as a trade organization, that TNNA should be throwing resources into developing education and training materials and workshops for their membership and how I’m disappointed that they’re not doing that, but overall my faith in the organization’s being poised to survive the digital shift was somewhat restored.

    (Heh. So much for not getting into my thoughts about it.)

  • Becky [] :

    I had a similar experience to your Sears story with Dreamhost. I tweeted that they were jerks (not my most shining moment), and within 30 minutes was talking via Twitter with a customer service person. My problem got fixed that very same day!

  • Heather - Dollar Store Crafts [] :

    It’s so interesting to see how social media is developing, especially in regards to its usefulness to corporations. Thanks for including me in the list, too!

  • Fanie [] :

    Wow, who would have thought that Sears could actually “get it” about Social Media. :-) There’s hope for huge companies, after all!

    Usually, it takes longer for big companies to undestand social medias (unless they’re in it.) as it is the total opposite of large audience marketing. And everything goes so fast with the net that, by the time they get it, they’ll probably be something else better. :-/

    Oh well, power to the people! ^-^

  • Dot [] (author) :

    Kim- Thanks for the update! At least there is progress!
    Becky – Cool to know that other companies are being smart as well..
    Heather – anytime!
    Fanie – I know! you expect small companies to ‘get it’ faster than big ones…

  • Kim Werker [] (elsewhere) discussed this :

    Speaking of businesses using social media in *good* ways, check this out from @DotatDabbled: http://bit.ly/8Ug593 (I left a comment update.)