When I received an automated message from the UPS saying that I have to sign on tomorrow’s delivery and that delivery window is from 8am until 7pm, I tweeted it immediately of course – how ridiculous is it to expect customers to stay home the entire day to receive a delivery?
Now, the issue with UPS is complicated, because technically I’m not their customer – the store who ships the product is – but they are obviously aware of the problem and think that it’s worth addressing, because I got this reply from Mike of UPS almost immediately:
Next, Mike asked me to fill a “delivery window survey”:
When looking at Mike’s Twitter page, it’s obvious that this is part of his job description and that he interacts the way he interacted with me with many other unhappy UPS customers:
I did take the survey, which seems to suggest charging $5 per package for a 2-hour delivery window (I said no).
I don’t think things are going to change soon with UPS deliveries:
But UPS and its particular issues aside, this is a great example of how to use Twitter and Twitter Search to interact with customers and make them feel that you care.
I'm Vered, a blogger for hire and social media consultant. I create and implement social media campaigns for my clients, with the goals of increasing brand awareness and loyalty, improving search engine rankings and driving targeted traffic to my clients' websites.
