How one man survived his banking experience by out-tweeting, out-lasting and out-playing.
Within a few hours, the bank was not only following him on Twitter but contacted him to resolve the situation. Why? He has a pretty good Klout score (the measure of your influence on social media). I'm sure they assessed the situation and concluded tangling with him would do more damage than good.
If he didn't have an influence on social media, the result likely would have been different. In fact, many companies are now reacting to customer complaints based on the influence they have on social media - true story!
Here is the link it's worth a read: http://www.mortgagebrokernews.ca/news/breaking-news/client--uses-twitter-to-challenge-td-mortgage/171418/
What's really interesting is the negative comments from readers of this publication (it's targeted toward mortgage brokers) who I'm sure are wary of more people doing this.
A couple lessons for all of us:
- Social media is a powerful tool.
- Good organizations monitor social media.
- If you have an audience, you have influence...use it strategically and responsibly.
- Good organizations know who the "influencers" are and they want them on their side.
- Good organizations are responsive to what is said about them on social media and don't hide.
- Organizations can't hide from social media. Either get on board or get run over by it.