Twitter kicks ass…and so does Boingo!
Do any of these statements match your thoughts on Twitter?
* Twitter is a waste of of time
* There is no business value in Twitter
* Customer service is best done with a phone call
If so, this post’s for you!
To set the stage, Mark Krupinski, an avid Twitter user, was at an airport and was attempting to use the service Boingo, a global Wi-Fi provider.
What did Boingo achieve here?
* They saved a relationship with their customer
* They publicly proved their dedication to their customers
* They potentially gained a customer (me)
In a mere 12 minutes they used Twitter for customer service, brand awareness and new customer acquisition via a single interaction. Plus it was all done for a fraction of the cost versus traditional approaches to each of those functions. That can hardly be called a waste of time. In fact, that’s savvy business.
Twitter kicks ass…and so does Boingo!
Posted by Jeremy Hilton on Apr. 03, 2009
Comments
Great post, like any network / comms tool you reap what you sow! Too many folks are not applying some good old fashioned network methods in the twitter / facebook /linkedin world - http://tinyurl.com/network-or-netWORK.
Does twitter work - how about this….. write blog 7:00p, post 7:15p, tweet about blog 7:20p - 8:00p new follower reads blog, DM dialogue, face to face B2B meeting scheduled by 8:30p
Yes Twitter works, if you work it.
Posted by Ian Farmer on 04/07/2009 10:45 AM
Short and sweet - and right to the point. Great post - and great CS from Boingo rep. RyanAir could learn a lot from them.
Posted by Pavlicko on 04/08/2009 03:00 PM
Funny to read this story as I had the same incident traveling from London to FL. Boingo did not recognize my payment and I ended up opening a new account which worked. Boingo Customer Service was very proactive into cancelling the previous one and refunding the money paid. I guess it happens more often than i would think but glad to know Boingo team is keeping up with their customers and making them happy and satisfied customers 
Twitter as usual Rocks!
Posted by Shertmann Lopez on 04/11/2009 08:25 AM
Great post. What was cool about this situation is not only the speed in which it was addressed - and my attitude corrected - but that there was an audience in Orlando that “watched” it take place.
The more I think about it, I simply over-reacted & Boingo addressed it like a professional should.
War Boingo…
Posted by Mark Krupinski on 04/03/2009 02:58 PM