Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter.  The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me.  It’s mostly anecdotal but I feel the vast majority of those instances were travel-related.  It may be because that’s all I think about these days, what with the world shut down.  But if I remember correctly it usually had to do with people otherwise having issues checking into a hotel or in-the-moment flight cancellations and such.  The scenario usually went somewhat like this:  I had an issue with this airline or hotel chain right there at the gate or in the lobby checking in.  So I pulled out my phone and tweeted them and within a few minutes, I was all squared away thanks to their crack team of tweeters who jumped on my case and resolved it for me right away.  The vision I conjured in my mind was a cadre of little elves flipping switches behind the scenes, unleashed by this great new immediate technology.  Needless to say, I was skeptical but intrigued nonetheless.

Recently, I gave it a shot myself.  I performed an experiment wherein I engaged with a couple of big companies through their Twitter.  I’ll reserve the names because none of them really came through the way I’d anticipated. […]