How Twitter Helped This Business

Marsha and I were tweeting today about P1 Wimax, the newest Internet service provider among the not-so-many service providers around. Well, this is Malaysia Land. Apa boleh buat? We’re at the mercy of internet providers.

I didn’t start off wanting to tweet about this company but 2 things prompted me to do so.

I was at Kayu Nasi Kandar this morning for my usual breakfast of roti telur and I saw a guy wearing a purple t-shirt that said, “You can touch my Wiggy”. He was setting up a booth to promote P1 Wimax’s service. That dongle that helps you connect to their service is called a Wiggy.

W-I-G-G-Y.

Yes, for god’s sake, they could not have come up with a better name than a Wiggy.

Nic and I turned to each other and had the same thought running in our heads – “Ugh! What a crass thing to put on a t-shirt!”

When I got onto Twitter via Seesmic Desktop (which is a much better app for Twitter than Tweetdeck, at least for me), I remembered I met a client last week who had complained to me about P1 Wimax. He said the service was lousy and wished he didn’t unsubscribe from Streamyx. (Streamyx can be quite iffy if it wants to but still, it’s better than no connection right?)

Apparently he had complained to the Wimax agent and they said his location in Pulau Tikus (a Penang suburb but there’s no tikus and there’s no pulau – it’s just a Penang idiosyncrasy to name it such!) with so many telco signals did not help.

So I tweeted about P1 Wimax. First about the bad copywriting on the t-shirt. Marsha chipped in and tweeted about their service. I told her and probably the whole world about my client/friend complaining about it. That’s how Twitter works. In just 140 characters, you blast your thoughts out to the world.

Lo and behold – suddenly it gets picked up by the people behind P1 Wimax.

Which is quite funny because the person who is tweeting on their behalf tells me that the “You can touch my Wiggy” is supposed to be tongue-in-cheek. Like I’m supposed to laugh and go ha-ha? Of course it is supposed to elicit some amusement BUT then again, there’s a fine line between tongue-in-cheek and crass. Just like there’s a thin line between erotica and porn, but we shan’t get into that now.

But I must take my hat off to whoever is manning the @P1W1max (that’s their Twitter handle/name – just like mine’s @krista_redbox) because they zoomed into a customer complaint and tried to make amends.

I could not DM them (you can only Direct Message someone on Twitter if they follow you or vice-versa) but they were smart. I told them that I could not DM them and immediately they followed me so that I could do so and give them the name of my friend for them to follow up and act on the customer dissatisfaction!

Which is exactly how Twitter is supposed to be used.

As a customer satisfaction tool to help turn your raving critics (me and Marsha) into raving fans. I’m not a fan nor user of their internet service but I can tell you that this is how social media can be easily used by today’s businesses to gain fans and followers.

Once you act on something concerning your company via Twitter, your exceptionally fast response gets you kudos!

You know what your customers are talking about, whether they love you or hate you, how you can improve, how you can make it better for them. It’s an instant and direct communication channel and most customers love this way of interacting with a face-less organisation.

In my next post I’ll talk a bit more how we’re also using Twitter to garner support and fans for our non-profit project, The Pixel Project! There’s really no difference in tweeting for a business versus tweeting for a non-profit.

* Marsha’s blogged about this tweeting episode too. Read her brilliant account of it.

UPDATE 7 Oct: If you are thinking of using P1 and want more juice so to speak before you make up your mind, here’s another blog which talks about this new company in glowing terms (but read the comments – fairly interesting!).

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