Wow, what a great day to be a customer! The power of Twitter shone through for me this week when I bought some bike shorts from Wiggle. I ordered them late on Tuesday night, chose free first class delivery, and the goods arrived Thursday morning. I tweeted Wiggle that day to convey my joy at their speedy delivery (because I always think you should tell someone if you are happy with their service!)
As I tried the shorts on that night, the padded liner was missing from one pair so, I packaged them up to send back the next day. I tweeted the following that night:
@wigglebikeshop quick delivery but missing liner in shorts! 😦 testing out your customer services now – reserving judgement on first order!
At 8.45am the next day, I got a tweet from them:
@ThatCopyGirl Sorry to hear that, could you tweet me your order number and I will make sure this issue is dealt with ASAP! Have a nice day!
I retweeted this and added #impressivecustomerservice tag.
Two hours later, I also had an email from them apologising again and offering a £5 voucher for the inconvenience. Well done Wiggle for excellent customer service!
Long gone are the days of writing letters or ringing customer services – this is the age of social media and instant responses. Tweeting = consumer power!