Hey @Mortons: can you meet me at the airport with my usual steak? | How Twitter promotes Customer Advocacy
Did you see this one?
After a long day in meetings, Peter Shankman realized he would arrive home too late to prepare himself a meal. Just before his return flight took off, he jokingly Tweeted his favorite restaurant—Mortons—to meet him at Newark Airport with his usual Porterhouse.
Crazy, right? But look at what ensued…
Mortons knew who he was from his phone number. They knew how he liked his steak cooked. They knew he was well connected.They knew him. Here’s what happened…
- Mortons Corporate received the tweet and placed the order with the nearest Mortons to Newark Airport.
- Mortons Hackensack cooked and boxed the order and got a server to drive to the airport with the delivery.
- The server drove 23.5 miles to Newark Airport, found out which flight he was on and where it was landing.
Peter couldn’t stop singing the praises of Mortons from his Twitter account, his blog, his Facebook account. His influential friends told their influential friends and on it goes. The great story spreading like wildfire. The story became so newsworthy, it hit CBS and Huffington Post.
Peter sums it up so well “…[it’s] no longer about telling people how great you are. It’s about producing amazing moments in time, and letting those moments become the focal point of how amazing you are”.
Twitter could be leveraged by so many organizations to improve dialogue with customers. I have worked for a Bank and often thought how much better their relationship with customers would be if only they could leverage Twitter as a communication channel.
Image credits: Peter Shankman.
