Once upon a time I had a great flight attendant. Flying can be an ordeal, especially at 6am on a weekday. I was tired and hungry and probably cranky sitting on the back of the plane. My flight attendant was so helpful to me and my neighboring cranky passengers that I tweeted about it from my personal account.
Not five minutes later I got a tweet back from Delta thanking me for the compliment, and assuring me they’ll pass it along to the flight attendant.
IT. WAS. THE. COOLEST. THING. EVER.
It was like I was hearing from one of the celebrities I follow. Someone in the void heard me!
Since then my career path has changed to, you guessed it, social media. I never forgot how awesome it was to get a little brush with celebrity, even though I now know that it wasn’t a pilot or a flight engineer or a CEO writing back to me but probably someone literally just like me. Still pretty cool.
I never forgot how great it felt to get a reply from that business. Even though it’s really simple customer service, think about how much those personal touches have disappeared these days. You don’t even have to speak to a real person to order pizza anymore. Who knows how long it’ll be before robots start delivering it? (Just kidding… or am I?!)
If your organization uses social media as part of your marketing, remember how much that personal touch can make a big difference. It’s a basic human need to be heard and your audience will appreciate the validation that their tweet was read, understood, and answered!
Also keep in mind the amount of time it takes someone to shut a window on their computer or put their phone away. A fraction of a second, right? Make that response timely! It's a great way to make a connection in an unconventional way and leave a lasting impression.
We love answering tweets @MemberClicks! We also love new followers.