@HeathrowAirport Twitter – a great case study for customer connectivity
In my article Bacon Baps Build Buddies I reveal how companies can get more out of social media and develop strategies to build relationships with customers. I reveal why achieving customer loyalty is like trying to herd cats impossible and how companies can use social media to build stronger relationships and even partnerships with customers using the principles of friendship: Being supportive, sharing dreams and aspirations and encouraging other friendships. @heathrowairport is a great case study for companies wanting to build stronger relationships with customers. Have a look at a screen grab I took of some of @heathrowairport tweets, they are friendly and engaging – brilliant!
Another company that gets this is Zappos and you can learn more about Zappos’s approach to customer relationships, social media and unique company culture by listening to an interview I did with the COO of Zappos Afred Lin.