Twitterology?

July 05, 2011

Twitterology?

    Twitterologies. Is there such a word? I doubt it.  The CEO of Vodacom, Pieter Uys, apologized for outages via Twitter (@uyspj). Despite the inconvenience to Vodacom subscribers, the CEO is getting good marks for his simple apology. While it was happening, Uys was tweeting to customers about what he could do for them and kept in continuous contact. He tweeted the following:

“I do care for every one of our customers. What happened today was not acceptable. I’ll work hard to make you smile again.”

“Words can’t express how sorry I am about today’s problem. Flat out working at making sure all is 100%. Pieter.”

“At the network switch with the engineers. All looks OK now. If you still have a problem, please switch phone off and on.”

Fairly simple way to tell your customers you care. And that you are there. Helps to keep your company reputation intact.

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Leslie Gaines-Ross
Leslie Gaines-Ross
lesliegainesross@gmail.com

As Weber Shandwick’s Chief Reputation Strategist, I focus on the ever changing world of reputation. For the past 25 years, I have relentlessly observed, researched and commented on the rise and fall of reputations.

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