Someone said to me a couple of years ago they thought Twitter was a fad that would soon be forgotten. Fast forward to 2010 and Twitter has surpassed 100,000,000 users… (see chart below).
This past weekend I was playing around on Facebook when I saw someone make a reference to Ocean State Job Lot. Not knowing what it was, I searched the name on Facebook and found their page. A post complaining about a store manager’s decision caught my eye when I saw that 7 minutes after the consumer complaint was posted the company replied with a direct telephone number and a promise to rectify the situation. Next I saw a consumer requesting a deal – he suggested they have a 2-for-1 sale on the area rugs that had just arrived. Again the company responded quickly — they thanked the consumer and said they would add his suggestion to the idea pot. Wow. I want to shop in this store. Anyone out there think social media is a waste of their corporate resources?