We are a minority here on the Island who use iPhones instead of Blackberry handsets. Given that, the way Internet access is handled on our phones is a bit different then most. About a month and a half ago, the Internet on my iPhone just stopped working. I tried visiting a LIME store a few times, and they were stumped. I called 811, and they told me to go to a LIME store. After almost 3 weeks of this, I was really frustrated – so I sent a message to @LIMECayman on Twitter:

“@LIMECayman Any idea when my iPhone data will be working again? 3 weeks without service…”

I was enthralled when LIME responded the next day asking me for my phone number. I supplied it, and within 24 hours my problem was solved by someone higher-up at LIME then those in the retail stores.

This is how social media is supposed to work. This is social media done right. Twitter and Facebook are NOT just new advertising channels for you to tweet your weekend deals and sales. It’s a two-way street where your customers can ask you questions directly, without going through all the call centers. It’s a way to publicly show you care about them. If you’re using social media to better your customer serivce, you’re doing it right.

We sorta blogged about this in June, you need to actually monitor your Twitter account and respond when people mention your company – ESPECIALLY if it’s a question or a customer service issue. Otherwise, you’re probably going to loose that customer. Even if they just mention what an awesome meal they had at your restaurant, write them back and say “Thanks.” It builds loyalty in your brand.

On a related note, we’re putting together a social media training seminar that will take place in the next month or two here on-Island where we’ll discuss more on this. If you want to be notified when we have a date more info, contact us and we’ll let you know. Or, send us a tweet @sanddollarky.