Even on Sunday – Harvey is listening

For the past couple of weeks Harvey Norman have been advertising Flip SD Video cams for $78 or $88. As the one I have has a cracked screen I decided to buy one.  So I took trips to two stores over the past two weeks  … but alas neither store had any in stock… despite being in the store at 9 am on the day the catalogue appeared.

So today I turned to Twitter to see if they were listening. In my Social Media presentations I quote the COO of Harvey Norman from a recent interview where he says he has a small team who listen to Social Media to ensure customer alignment so i was very pleased to have a reason to test them out.

As you will see my Tweet was reTweeted and very quickly picked up by The Manager for Social Media who apologised for the delay in getting back to me….even though he responded within an hour or so on Sunday evening!!

He followed through on email to get further details and has assured me I will hear from my nominated store tomorrow once they have one in stock for me.

So I am pleased to know they are listening … and outside of normal hours … and they are effective in responding and dealing with the problem.

In my next presentation I will go from quote to personal case study.

Twitter is changing service for the better …. just a pity there are so few that have embraced it  yet in Adelaide!!

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