The CX Blog

So who’s using Twitter?

JetBlue is, and it’s pretty fun, too! They are doing a good job of combining customer care and direct response with newsy sorts of things, tips and tricks:

Winter weather in the Northeast may cause delays or cancellations. Check the status of your flight at http://www.jetblue.com/flig… 10:32 PM

@krave we were hoping the fog would lift enough so the diversion would be unnecessary. Sorry for the inconvenience.

Oooo… pretty new route map to play with: http://www.jetblue.com/wher…

@immunity hold down the minus button for screen brightness on your armrest control to turn off that last piece of tech. Have a good trip!

@JasonCalacanis Glad you like T5. Many people tweet-rave about brunch at La Vie 12:32 PM Dec 27th, 200

Hulu is, according to TVWeek online:

“If anyone has an issue with latency or streaming and they talk out to the Twitter universe, we will reach out to them,” said Jason Kilar, CEO of Hulu. “Someone said recently they were getting ready to watch Hulu and they had some trouble, so I e-mailed them [and] said, ‘I’d love to hear more about it,’ and connected them to our chief technology officer. That’s something you couldn’t do without Twitter.

Hulu also uses Twitter to get info about their service out there, and Kilar boasts that Hulu is now getting about 30 hits an hour, vs 30 a day as it used to get. Twitter is clearly working out well for Hulu.

The Israeli Consulate is (@israeliconsulate). On December 30th, the Israeli Consulate opened its Twitter account to a Citizen Press Conference…with purportedly some mixed results. It will prove hard for some to take the conference seriously if its held on a platform called “twitter,” but it did get a lot of traffic. They also used YouTube in their information war on Hamas. After the conference, it appears they are using the channel to broadcast blog posts and news, much like other news channels:

New Post: Statement from Governor Corzine (NJ) Regarding the Crisis in the Middle East: http://is.gd/euRO #Israel #Gaza #AskIsrael

In the Last Hour - For the first time since we started the Operation in Gaza, the IDF sent ground troops http://tinyurl.com/a959js #Gaza

Of course Comcast and Dell, mentioned before.  Comcast is direct and fast in helping customers and sharing information:

@comcastcares Will QAM tuners be able to view channels over 30 when Washington state switches over to all digital?

@theninjaman I believe they will for at least the extended basic

@comcastcares Yes, please, if you would check that would be great. Thank you!

@geekgirl397 dm phone number on the account and when I have a sec I will look

Dell has about a dozen twitter accounts, including a private one for Dell employees.  Most of these accounts are for marketing purposes, public relations and blog updates:

Join Product RED: Product (RED) is a venture in the fight against AIDS in Africa. http://tinyurl.com/63fzg5

What Inspires Design: Dell designers talk about their inspirations on recent designs. http://tinyurl.com/6xuoa9

So who else is out there?  I know a ton of companies are exploring the channel and a lot of companies are  just “listening” through Twitter–are you aware of others who are diving in?  Are they useful? Enquiring Minds want to know…