A use for Twitter that's not an obvious revenue stream, but IS good for the consumer...whoop!
If I were sitting opposite Hayley right now, I'd be celebrating the fact that amid all the attempts to monetize Twitter and infiltrate with fake profiles, celebs etc. bubbling through the mud of ROI modelling has surfaced an ideal opportunity that frankly digital PR should have been onto years back when we were all excited about forums and blogs!
O2 worked some genius today in responding to the negative voices of consumers who, frustrated with long waiting times on telephones to get customer support decided to tell their woes on Twitter.
So rather than the story ending up as "horribly ever after" Wendy McAuliffe (one of the said frustated customers) actually got her problem solved pretty quickly! Nice one.
Again, with a tone of frustration in my voice, this is where digital comes into the forefront of an integrated space. Why? Well because for every negative voice there is on the internet, there will be a number of people over time seeing that negative voice frozen in time UNLESS brands realise they need to be listening in these (consumer drivenb) spaces (Twitter, Facebook etc.) and responding accordingly to assist and correct any wrong-doing.
Monetizers of all things digital...put that in your pipe and smoke it!
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