How Social Media Monitoring Makes Customers Happier

Because I believe good service should be rewarded, I’m writing this post.

Yesterday I was sitting in Newark Airport.  Because I fly so much, and there is no free wi-fi in Newark Airport (my home airport), I fork over the cash monthly for Boingo Wi-Fi service.  (It irritates me that Newark doesn’t have free wi-fi when other airports can manage it, but that’s another post for another day.)  I can’t afford NOT to be productive for the amount of time I spend in Newark Airport.

So anyway, I’m sitting there working, and my Boingo service keeps cutting out.  Frustrating.  So I tweet.

I was not expecting a response.  I was simply blowing off steam.  So it completely surprised me when I received the following tweets, shortly after mine.

Yay for companies that pay attention and try to help.  It didn’t actually solve my problem.  But they said sorry, and it did make me feel better.  And sometimes that’s all you need for a momentary annoyance.

So kudos to Boingo.  You almost made me happy about paying for wi-fi in Newark Airport.  OK maybe not that happy.  But you did good.  Thanks.

This is a great example of the power of social media monitoring.  Simply by saying “I hear you,” you can sometimes turn a frustrated customer into a happy one.  Even if you can’t fix it.  At least you can try, and let the customer know you’re trying.  Sometimes that’s all that’s needed.  Make sure you’re monitoring your company and product names.  You can do it for free with tools like and Google Alerts.  Or you can do it even better with paid monitoring platforms.  But make sure you do it.  It can make all the difference in customer satisfaction.

Your thoughts?

2 Responses to How Social Media Monitoring Makes Customers Happier
  1. Debbie
    September 21, 2010 | 5:46 pm

    alot of companies don’t worry about customer service. i get tired of “press one for….” please get us back to the old days when we talked to actual people instead of pushing buttons and holding for 30 minutes before we speak to anyone.

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