In one day, two companies really impressed me with their attention to their customers. The first was UserVoice and most recently, Flock.
I was visiting a site which used UserVoice’s service for collecting a site’s user suggestions. Impressed with it I visited the UserVoice site and liked what I saw. I posted a tweet mentioning that my company should consider using the service. Within an hour I received a tweet from UserVoice thanking me for checking them out and asking if they could help.
Wow. In an era where companies use voicemail to hide from customers, this was a refreshing change.
My next experience came from Flock. Ed Dale turned me on to Flock. On OS X FireFox had been my browser of choice. On Ed’s recommendation I tried Flock. I love it. But being the sort to always live on the bleeding edge, I had to install the beta of Flock 2. It is wonderful. My productivity increased dramaticlly. Problem is, I use a lot of extensions. One of them really creamed Flock. I couldn’t figure out which one and after an hour of experimentation I gave up and resorted to FireFox (Flock would not even launch at that point.) I just posted a tweet just to vent a little.
24 minutes later I get a tweet from flocker. I know they care. Even if they don’t, I think they do. Makes me all warm and fuzzy.
The first thing on my agenda is to learn from this experience. My companies will immediately start using the tools of the social web. You’d be foolish to ignore it. The tools are free, you just need a little knowledge and a willingness to experiment.
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