Twitter Branding

Beth Dunn of small dots has a thoughtful post about Twitter and customer service (and airlines, which  will hit home to anyone who traveled for the holidays). The whole article is worth reading for tweeters and twurkers, but her point is that customer service personnel give customers an endless runaround — she focuses on the airlines, but have any of you called your bank recently? –  and a Twitter persona ends that. She sums up her point:

I can’t go through transcripts of customer service phone conversations
to see how well they do with that channel.  But I can watch how you
behave, publicly, over time, on Twitter.  And that builds trust.

Via trust, twitter, and those holiday travel blues « small dots