Using Twitter to engage customers: Zappos, Southwest, GM

21 Apr

David Armano, VP of Experience Design with Critical Mass, recently posted a blog entry about how Zappos and Southwest Airlines are using Twitter to interact with consumers. Great stuff:

After reading Armano’s post I discovered that GMBlogs also has a Twitter account (288 followers). Like Zappos and Southwest, they’re using it to engage people in conversation: Nearly all of their updates are either open questions for everyone, or public responses to individuals. Even when posting a link to a press release they ask, “What do you think?”

I’m guessing that these companies are using RSS feeds from TweetScan, a Twitter keyword search site, to spot whenever someone mentions them on Twitter and react. For example, here’s a TweetScan search for “Turbo Chicken”.

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