I’m very happy to write this post and report that Chrysler Corporation offered us unheard of customer service complimented by a brand new truck to make up for their defective truck. It’s not every day that you see a big corporation like Chrysler be so receptive to a customer’s need and step up to the plate by doing the right thing in any customer’s mind, i.e replacing a defective product. Well done!
For those of you that are not aware of the situation described here, the original post is located here. After a few Tweets with the Chrysler Twitter team and the blog post, I was personally contacted by Chrysler’s Customer Service department which was definitely a step in the right direction. A few emails and phone conversations with them later, they offered us to replace the truck, and expedited the build and the delivery. The end result is, we are back in a new Dodge truck we absolutely love and very, very satisfied with the way Chrysler handled the entire process from the initial phone call.
I would specially like to thank the Chrysler’s Twitter team and the Customer Service Department at Chrysler Corporation with one individual whose name should remain a secret for privacy issues. This person completely understands customer service and acts on customer’s behalf. Everyone we had contact with at Chrysler believes in the power of social media and how it could affect a company of their size. I hope to be able to generate ten times more positive outreach for them than the original negative post I wrote. Based on this personal experience, it’s clear to me that Chrysler is committed to delivering great customer service.
A few lessons learned from this:
1. Social Media has provided a new medium for people to voice their opinions and corporations now need to listen and respond accordingly in new places.
2. A company should be consistent across all channels when it comes to dealing with customers. Certainly, social media participants may expect a much faster response than a snail mail or telephone call but they should all receive the same customer service regardless of the channel used.
3. Only 2% of people will voice their opinions online. Perhaps there’s a need for more “citizen journalism” and people fighting for their rights as consumers which will put more pressure on companies to stay engaged online.
Thank you Chrysler! You kept us a loyal and happy customers. Well done!
I still think Twitter is a good tool to have in your bag for reaching out to your customers, building brand awareness and responding to questions. Even with this decline, eMarketer projects a continued increase in Twitter usage over the next year. 
If you haven’t decided whether you should be on Twitter or not, start by reading what companies are already on this digital space and how they using it effectively to build their brand. Twitter has become instrumental in some Fortune 500 companies in their efforts to respond to people and improve their customer service. Which brings me to second point.
