Thursday, July 30, 2015

Customer Service - Inspired by BufferApp

I just had a service go around with the people. I continue to be amazed by the quality of my  brief email interactions with them.  It's a little over-the-top but still, I like it.  I wonder if I can get my support teams to have and share a little of this type of wild enthusiasm.

For example:
I contacted them with a suggestion which he took the time to understand and follow up on. So first point, he responded promptly and seemed to fully understand the problem. So far, not solved but it's a big problem that I highlighted. He gave me a great work-around.

As he gave me the work-around, he added: 

If I can ever help out with anything down the line, or if you have any feedback on how we could make Buffer more awesome for you, we'd love to hear it. We're here for you :)


I then gave him another suggestion, btw a really good one, which he acknowledged:

Oh wow, thank you so much for taking the time to detail this out. This is the type of thing that reminds us just how lucky we are to have the customers that we do. It's incredible that you would take the time to share your thoughts here and help us improve. :)

There are certainly a bunch of ways the analytics can be improved, and accurately breaking down the RTs a comments would certainly be a good step in that direction.

We are lucky to have a really close connection between our Happiness team and our Product team, so we'll be sharing your feedback with them and having them take a look at the options here. :) Please do send along any other thoughts, wishes, feedback, critiques, etc. that come to mind! 


Wednesday, July 01, 2015

Twitter says: 70% of your readers amplify your content...huh?

I received an email from Twitter (the company) today that said:

Research shows that your Twitter followers are a valuable and engaged audience. 70% of them amplify your content for free by Retweeting it, and 43% plan to make multiple purchases from the small and medium sized-businesses they follow.*

Twitter was trying to see me ads to increase my Twitter following.  But, do I believe Twitter?
Twitter says 70% of Twitter audience amplify your content for free by retweeting it.

Not my followers. If I got a 1% retweet rate, I'd be over the moon with happiness.  Over a month, if 5% of my followers RT'd me, I'd be thrilled.

I wonder where the 70% number came from. I think it's a fantasy. What's your experience?