Skip to main content

Social media isn’t just 9-to-5

One of the great things about social media is that it can be a 24/7 avenue to connect with your customers. While we all need to take some time off and rest, for large companies it can be a great way to constantly be listening and helping out your customers.

Similarly, no one expects instant answers via Twitter during non-business hours, but if you’re a massive company that interacts with millions of customers each year, it’s not appropriate to only be accessible during certain hours. British Airways is a great example of that.

Last week a man’s luggage went missing after a flight with them. After a few days of no help through the traditional routes, the man’s son tweeted the following:

hvsvn-complaint

British Airways didn’t respond for a quite while; as it turns out, their Twitter account is only “open” from 9-5 EST, Monday-Friday. That didn’t go over too well…

british-airways-response

Ultimately, it made them look quite bad. If you’re small it doesn’t have to be 24/7, but at least keep your ears open. You probably won’t have a lot of inbound Tweets, so just set it up to ping your phone or email and peek at it once a day.

However, if you’re a company that earns tens of billions of dollars from millions of customers each year, it’s worth your time to hire a couple of extra folks to keep their ears open during the weekend.

You can read the fully story over on Marketing Pilgrim.

Share this:

Mickey Mellen

Co-Founder and Technical Director

View Mickey's Profile

More from Our Blog

Making the Most Out of Your Website’s About Page

While every website we build at GreenMellen is custom, there are a handful of pages that should be on all websites. This list includes a…

Read More
people sitting around a table with their computers

Digital Marketing Scams: How to Spot and Avoid Them Online

In an era dominated by technology and connectivity, we have access to everything we want and need right in our hands. The internet plays a…

Read More

AI Policies: What Are They and Does Your Small Business Need One?

It’s no secret or surprise that artificial intelligence (AI) has taken the world by storm recently. The business world and even small businesses are not…

Read More

Leave a Reply

Your email address will not be published. Required fields are marked *