HAVE YOUR SAY
What #TwitterBigStick and #TwitterThumbsUp are in improving service delivery by Sunny Bindra
#TwitterBigStick is a hashtag that escalates bad service and bad behaviour by organizations. Thousands have used it to give instant feedback on poor experiences and neglect. It gives ordinary people a voice and an instantaneous way of channelling feedback constructively. Ignoring #TwitterBigStick can lead to a severe reputation battering, often in a few hours of retweeting.
organizations and individuals doing the right things, and doing them well.
#TwitterBigStick is a crowd-sourced initiative that is run and governed by the crowd. It tries to stay entirely neutral and has no vested interests whatsoever. There is no attempt to profit from this endeavor, and there should be none in future. It has been initiated for the general good, because ordinary people are fed up of neglect and of being taken for granted as customers and users. Tweets and retweets are entirely voluntary, and people join in when they feel they want to. There is no central plan here – it’s just a hashtag.
#TwitterBigStick is being supported daily by leading social media influencers and journalists (as well as some CEOs!).
#TwitterBigStick has a more pleasant twin: #TwitterThumbsUp. It tags praise and commendations for
#TwitterBigStick is trying to keep this feedback clean and genuine. As with any crowd-sourced initiative, abuses will no doubt occur. It is for the collective to decide what is credible and what is not, and what complaints to support by replying, mentioning or retweeting. There is no central authority of any sort.
#TwitterBigStick is currently aimed at organizations with a brand to manage and a reputation to protect. It puts the spotlight on any failures in their service delivery and corporate behavior, as highlighted by their customers and users. Many organizations have responded positively to online complaints and have engaged with the idea, seeing it as a valuable real-time feedback tool. Despite their positive engagement, they too will stay on the radar. TSM
... IT TAGS PRAISE AND COMMENDATIONS FOR ORGANIZATIONS AND INDIVIDUALS DOING THE RIGHT THINGS, AND DOING THEM WELL.
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