Online Customer Relationship Management In Action

It was driving me crazy.  Norton, my internet security provider, was blasting me with pop-up ads for other products. It’s not like you can ignore a Norton pop-up.  You have to read the message to know if you’re being warned of a potential breach that requires action.  No amount of research helped me stop those evil little yellow boxes from appearing on the screen. Then I remembered the great results I’ve gotten from Twitter in the past.

So, as a last resort, I decided to tweet about it.  Here’s what I wrote:



Norton responded!  So I launched my challenge:

After several more questions from Norton Support, they came up with a solution that worked instantly. I have just had 2 full days with no pop up ads. And I’m feeling a lot more loyalty toward my internet security provider. When it comes time for the annual renewal I’ll remember that Norton is out there listening and offering solutions.

This is not the first time I’ve had a great customer experience via Twitter. Last week during a presentation to the B.C. Career Development Association, I used a humourous story about Mitchell Airport in Milwaukee to illustrate how online connectedness is becoming the new basic business standard.  You can read the story here.  This got tweeted by one of the attendees and resulted in some interesting banter the next day with the Vancouver Airport and WestJet — both of whom were monitoring and engaging in customer conversations on Twitter.

Now, if I could just figure out a way to eliminate those irritating Netflix pop ups.  Wish me luck!