Google have been testing for many months a feed of data from Twitter combined with increased crawl rate for trusted news and blog posting sources (such as the Huffington Post) and have announced today at the Computer History Museum in Mountain View, CA that they have now struck deals with both Facebook and MySpace to leverage their data feeds too.
Fellow blogger and illustrious SEO tool developer, Jon Henshaw, has written an interesting post entitled “Forget About Relationships, Twitter is the Perfect Channel for Support and Push Marketing” where he highlights an experience that he recently had in getting service for his internet connection — via Twitter.
Consumers should rejoice when large corporates seemingly embrace an obvious improvement to the customer experience process. Strangely I have found a number of businesses (who will remain nameless) that highlight any number of reasons to not use these cost effective tools such as Twitter to communicate with their customers as they fear the power shift that they place into the hands of the customer.
The agencies and clients that are prepared to trust their customers by harnessing the power shift that these tools enable benefits, i.e.: strengthening their online reputation management (ORM) more so than the burden that the management of the additional communication channel may create through changes to workflow or extra resourcing.
The true power of negative and positive interactions in these overtly public forums is to provide would be customers a sense of a company’s commitment to keep the customer satisfied.
