Why Social Media is Succeeding at Qwest
08 Apr 2009
Qwest announced its “Talk to Qwest” program today – a comprehensive social media effort effectively helping Qwest customers resolve a range of issues online – including billing, tech support, product/pricing inquiries, etc.
Starting on Twitter, @TalkToQwest, Qwest has put together a super-group of people clearly demonstrating their care for customers through daily outreach and response (in 140 characters or less). That is actually the short answer to why they are succeeding in social media: their people.
As the social media agency hired to assist them, it’s a privilege to share a little personal insight on Qwest with respect to both challenges and opportunities. But first, I have a confession.
Frankly, I was a little concerned about the project before we even started working together. It’s one thing to focus on a project within a department of a large company – but when multiple departments are motivated to participate, and impassioned individuals are talking about literally…
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