As explained in the Feedback post, social media allows for conversations between organizations and people. Feedback is great, but appropriate response is equally important.
You’re Doing It Right
One day, I visited my local Whole Foods for lunch and was surprised to see warm grilled salmon. I tweeted a playfully worded thank you @WholeFoods. Whole Foods replied back within 10 minutes.
Why This Works:
- Quick Response
- Tone of tweet matches the original
- Tweet is personalized
You’re Doing It Wrong:
Patrick Stewart took to twitter to express his frustration dealing with Time-Warner Cable, but Time-Warner Cable’s response was not personal or quick enough. Stewart eventually tweeted his thanks to Dish Network for their prompt service.
Why This Didn’t Work:
- Tweet wasn’t personalized
- Tone of the tweet is mismatched
- Response was quick, but not timely or helpful. A private message may have seen higher success rates.
The Takeaway for Nonprofits:
- Respond to feedback appropriately and timely
- Use private messaging to engage in private conversations longer than 140 characters
- Personalize your response tweets
- Match tones of tweets