Twitter, which is just over 1½ years old, has made a big impact online (especially in Japan and US) and changed the way major corporations deal with upset customers. For example, right here in this blog post, Michael, the author, was really upset with his service provider, twittered about his experience and got an immediate response from Support to rectify his problem.

Now only if Twitter was this big here in Singapore. Maybe large corporations like our telcos might just sit up and listen to their long-suffering users for once. But what would this mean for consumers really? Finally, perhaps, a system of feedback where people can freely express their grievances, get instant rectification and not be left hanging on the phone, listening to the same canned music playing over and over again. Again, this would only work here if companies are willing to recognize the legitimacy of this channel and act on it accordingly (provided, once again, if Twitter takes off in Singapore in a huge way).

Filed under: Marketing, Social Media Marketing