Protected: Niche Building Strategies
September 1, 2009 by admin
Filed under Uncategorized
Comments Off
Protected: Internet Marketing Essentials
September 1, 2009 by admin
Filed under Uncategorized
Enter your password to view comments
Twitter talk: Qwest Launches “Talk to Qwest” on Twitter
August 3, 2009 by admin
Filed under Blog, Social marketing, Twitter
In my ongoing series on how businesses are integrating the use of Internet marketing and most notably, social media resources into their marketing mix, today I share with you a case study on how Quest has incorporated Twitter.
Customers coast to coast turn to Qwest’s industry-leading national fiber-optic network and world-class customer service to meet their communications and entertainment needs. For residential customers, Qwest offers a new generation of fiber-optic Internet service, high-speed Internet solutions, as well as home phone, Verizon Wireless and DIRECTV® services. Qwest is also the choice of 95 percent of Fortune 500 companies, offering a full suite of network, data and voice services for small businesses, large businesses, government agencies and wholesale customers. Additionally, Qwest participates in Networx, the largest communications services contract in the world, and is recognized as a leader in the network services market by a leading technology industry analyst firm.
The microblogging site Twitter is fast becoming a new way for companies to interact with customers. During April 2009, Qwest (NYSE: Q) launched its own presence on Twitter, called “Talk to Qwest.” The Talk to Qwest team monitors Twitter for customer service-related “tweets” and respond to and resolve customers’ problems in a whole new way.
Key Facts
- Customers expect companies to do business with them on their terms, and Qwest customers can now use Twitter to resolve service-related problems. Qwest’s new presence on Twitter, called Talk to Qwest, is a customer-focused social media program designed to provide Qwest and its customers another way to communicate and resolve customer service issues online: http://www.twitter.com/talktoqwest.
- In addition to Qwest’s more traditional customer service channels, Qwest is now engaging customers through social media such as Twitter, blogs and discussion boards. The goal of Talk to Qwest is simple - provide quick and courteous resolution for Qwest customers.
- A team of Qwest representatives in Boise and Idaho Falls, Idaho, as well as Sioux Falls, S.D., are the “faces” of Talk to Qwest and proactively engage customers who may be having service problems, and respond to customers who contact them.
- The Talk to Qwest initiative allows Qwest to benchmark its customer service against competitors and integrate customer feedback into its operational decision-making in an ongoing effort to perfect the customer experience.
According to Brian Stading, Qwest vice president, Sales Support Operations, “Qwest’s focus is on perfecting the customer experience, and Talk to Qwest is a program that embodies that vision. When we listen to our customers, contribute to the conversation and share what we learn in the process with all parts of the business - that’s when we see the success stories.”
As mentioned, Quest will handle their new social marketing endeavors using a team approach. Talk to Quest Team Leader, Joshua Sipplola, adds, “People are talking online about Qwest and it’s important that we respond in a way that lets them know we’ve heard them. Whether we solve customers’ problems, advise on appropriate services, or simply thank them for choosing Qwest, it’s gratifying to connect with our customers on their terms.”
The marks that comprise the Qwest logo are registered trademarks of Qwest Communications International Inc. in the U.S. and certain other countries.
Information in this article was provided by Margaret Fogarty, Quest Media Contact, www.twitter.com/QwestNews
Related Articles:
Social Media Tips From The Field, Volume I
Social Media Tips From The Field, Volume II
Social Media Tips From The Field, Volume III
7 Ways To Make Money From Your List
sevenwaystomakemoneyusingnothingmorethanyourlist
Get your Subscribers To Ask 4 More
howtogetyoursubscribersbeggingformore
How To Build A Subscriber List
howtobuildalistofeagersubscribers
5 Things To Consider in Ezine Publishing
fivethingstoconsiderwhenpublishinganewsletter
