Caring works (How Kimpton turned a Twitter complaint into a happy guest)

by Josiah Mackenzie on April 14, 2010 2 Comments

3 tweets, 1 big lesson:

tw-p1

tw-p2

tw-p3

That’s awesome. Especially the ‘dagger through r hearts‘ bit.

Look at how with one tweet – and actually caring – they turned a complaint into a very happy guest.

Forget about Twitter for revenue… are you providing service like this?



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Article by Josiah Mackenzie // April 14, 2010 Josiah helps hospitality organizations use technology and the social web to provide better service and generate more profits.

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Comments

 
  • Lara Dickson // April 19, 2010 @ 10:24 am Reply

    Nice find Josiah, and kudos to Kimpton (love them) for jumping on that within an hour of its posting. Off topic – you re-themed your site! Looks great, but I wonder why the move from Thesis? Just curious. – Lara

    • Josiah Mackenzie // April 19, 2010 @ 12:52 pm

      Yes, I think speed is everything here.

      I’m glad you like the new theme. I redesigned it (and moved away from Thesis) because I needed more flexibility for promoting the site and building the community.

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