There's a lot to be learned from how the big brands handle their customers on social media channels. These 9 examples should be part of your customer service playbook.
Rohit Bhargava is SVP of global digital strategy at Ogilvy, an award-winning marketing blogger and the best-selling author of Personality Not Included, a book about creating a more human brand. His is currently writing his second book called Likeonomics on how to be more believable.When an irate traveler tweeted about how he had arrived late to The Four Seasons in Palo Alto and been “bumped” to an inferior room, the hotel saw it immediately and responded, promising to make it up to him. Turns out, the customer spends about 60 nights a year in Palo Alto for work, and promised in his next tweet to spend many of those nights at The Four Seasons.