I spent half a day in hospital this week. Nothing very serious, just a bit of digging for a fish bone stuck in my throat. To break up the boredom I did joke with a friend on Twitter that I was doing some ‘field ethnography’. From my observations I can report that I spent a […]
Twitter to the Rescue – real time customer support from London Midland Trains
This is an example of what I think is great real-time engagement with customers. It’s about London Midland Trains and how they use Twitter, which I’ve mentioned before The story is as follows. Our hero, is heading off to see his favourite football team play. He has to get across the city, which is a challenge […]
Why I love @LondonMidland
@engagementindex on Twitter, @LondonMidland Trains customer service is fantastic …. Official!
Yesterday London Midland Trains tweeted that they were proud to have retained the top spot on the @engagementindex on Twitter. I’ve posted previously about how London Midland Trains use Twitter and how they provided real time customer support trying to cross London during a time of rail disruption. This tweet got me intrigued, so I […]
“Measure the Muttering…” Detecting ‘Weak Signals’
Definition – ‘to mutter’; “A barely audible utterance, especially in dissatisfaction or irritation”. In other words: something spoken, very quietly, so quiet that you can hardly hear it, it might not be exactly clear who or what it is about, It’s not exactly a fully formed complaint, it’s not written down (so it can’t be […]
@ArrivaTW- twitter love is a Long Train Runnin’ (without love) at the minute
How to read this post: click on this link, let the soundtrack start, come back here and start reading……. I’m sending some Twitter love to Arriva Trains Wales (@ArrivaTW). They are trying hard to engage with customers through Twitter but aren’t fully feeling the love yet. It’s also an opportunity to link to some music from The […]
Let Twitter on the Train take the strain……..
Last week I got stuck on Leeds Railway Station for a few hours. It gave me the opportunity to have a conversation with a chilled out and extremely well-informed individual, who seemed to know everything that was going on. They weren’t a train company employee, just someone who had harnessed the power of Twitter. Through Twitter feeds […]
Don’t spend any money on NHS Jargon Busters – it’s sorted! Download the Apps.
I’m not ashamed to admit my naivety and ignorance. In the last post I was astonished to find out there was a book available called ‘NHS Jargon Explained’. I was just scratching the surface….. On the basis that jargon is “the specialised or technical language of a trade, profession or similar group”, and the NHS […]