Customer service in the 21st century is not complete without twitter

I went shopping in the off-line world Saturday and had a bad experience in Boots and wanted to notify the head office because the chain is know for good customer service so I was pretty sure it was something they wanted to act on. I searched for their twitter account and looked at their web site, but didn’t find any. Organisations that don’t use twitter as an channel to interact with customer really miss on opportunity. An email address can’t be the only way to interact with customers in the 21st century, the world is multi channelled now and customers expect close to real time responses. There are companies that understand it, examples are Royal mail, Virgin Media and EasyJet hope to see Boots adding twitter to the ways the interact with customers soon.


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