There have been many stories of people who take their product or customer service issues to Twitter. On Mothers Day I followed the following stream from Michael Hyatt (@MichaelHyatt) who is the CEO of a half-billion dollar publishing company called Thomas-Nelson Publishers. It’s yet another reminder of not only the power of social media in the consumer space but also never to underestimate who your customer is, Michael Hyatt not only has a powerful network offline given his area of work but he also has almost 80K followers on Twitter who were brought into this customer service failure by 1-800-Flowers
First tweet - 3:33PM 5/10/10
Problem Resolved - 7:33AM 5/11/10
At the end of it all 1-800-Flowers went above and beyond by making personal phone calls and thus was able to save face and actually get positive exposure from this, but a customer should never have to take to the public airwaves in order to get the customer service and products that they paid for.
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