With 300 million people on Facebook, 8 million daily visitors on Twitter, and 40 million members on LinkedIn, social media is now the #1 online activity in the world (over porn). Just imagine the number of conversations taking place at any given time as people keep in touch with friends and family, share information, and express themselves.
But social media is no longer just about making conversation; it has become an important channel for customers to communicate with companies. According to a recent USA Today article, 58% of survey respondents said if they tweeted about a bad experience, “they would like the company to respond to their comment.” Frankly, it surprises me that *only* 58% of Twitterers expect to be heard when they have a complaint.
The fact is, many of you are reaching out to Boingo via social media sites, and our goal is to respond to all of you. Here are some examples of how we’ve got our ear to the social media ground:
- A customer at the airport had trouble connecting to Boingo on his smartphone and tweeted about it. We responded and determined (yes, in 140 characters) that the user needed to update his Boingo Mobile software.
- A Facebook fan left a post on our Facebook wall, requesting a Boingo receipt for her expense report. We sent her a personal message with instructions on how to access her account online.
- A Boingo LinkedIn Member had a question about which Android phone he should purchase. We exchanged emails with him to determine the types of phone features he preferred and then provided a recommendation.
The Boingo team is immediately ready for you to reach out to us using your preferred communication channel — whether it’s phone, email, chat, Twitter, Facebook, or another network you want to tell us about. We understand that there’s a social media revolution going on, and we’re glad to be a part of it.