Comments on: Twitter, Cornbread, & a Powerful Customer Experience

By: Is 'Social' The Glue That Can Fix B2C CRM? | Business Computing World

Is 'Social' The Glue That Can Fix B2C CRM? | Business Computing World — Tue, 19 Jan 2010 10:52:06 +0000

[...] (see, i told you I’d bring this all full circle). I recall CRM magazine editor Lauren McKay having tweeted about wanting cornbread while at a conference at the resort. The resort was following the hashtags [...]

By: CRM Outsiders » Blog Archive » Is “Social” the Glue that Can Fix B2C CRM?

Mon, 18 Jan 2010 19:09:16 +0000

[...] i told you I’d bring this all full circle). I recall CRM magazine editor Lauren McKay having tweeted about wanting cornbread while at a conference at the resort. The resort was following the hashtags [...]

By: CRM Magazine Blog » Before You Tweet #cbsm

CRM Magazine Blog » Before You Tweet #cbsm — Fri, 16 Oct 2009 15:57:43 +0000

[...] most people complain onto the World Wide Web aren’t expecting anyone to hear them (But, we at CRM certainly do now!). Spataro performed a dramatic (ok, not really dramatic) reenactment of the customer’s shocked [...]

By: The Socially Empowered Customer Wants You | CRM Magazine Blog

The Socially Empowered Customer Wants You | CRM Magazine Blog — Wed, 26 Aug 2009 00:30:21 +0000

[...] It’s the little things that matter, after all. Dominos was able to turn a usually ordinary experience (ordering a pizza) into something personalized and special. Leary said he wasn’t particularly fond or loyal to Dominos before his encounter with Jessica, but now he respects the brand. It’s amazing how just a little personalization can do that for a consumer. Read about Leary’s other socially empowered food experience with Popeyes Chicken here. And that story reminds me of my “cornbread experience” which you can read here. [...]

By: Twitter and Customer Service - Part 2 | Social Media and Digital Business

Twitter and Customer Service - Part 2 | Social Media and Digital Business — Sun, 24 May 2009 23:05:32 +0000

[...] Click Here to read another real world example of a large hotel chain that went over the top to provide a WOW experience for one of their guests by using Twitter. This is not a fad. Social Media will not go away. If anything, it will evolve into something more social and more interactive. Look at EBay and Amazon; the reason why they are so successful is because at the core they are driven by user created content (information and reviews about the products). [...]

By: Anh

Anh — Fri, 15 May 2009 21:12:55 +0000

Wow Lauren, great story. I heard of a similar story with biscuit and Popeye’s. It’s great to see companies using such a “simple” tool like Twitter to reach out and provide a better customer experience.

By: leonard

leonard — Thu, 14 May 2009 17:28:58 +0000

Like this story since we at NetDocuments are attending Gaylord National with the legal IT conference (ILTA) in August. It’s good to see traditional organizations/industries using the latest innovative technologies.

By: Twitter, Cornbread, and a Powerful Customer Experience « Rise and Shine

Twitter, Cornbread, and a Powerful Customer Experience « Rise and Shine — Thu, 14 May 2009 16:31:26 +0000

[...] By Randy McCabe A colleague sent me this article from CRM Outsiders blog which references a great Destination CRM Blog article about some innovative customer service from my former company, Gaylord Entertainment (that’s [...]

By: Customer Service Managers using Social Media « Tallahassee Digital Biz

Customer Service Managers using Social Media « Tallahassee Digital Biz — Thu, 14 May 2009 14:41:12 +0000

[...] Click Here to read another real world example of a large hotel chain that went over the top to provide a WOW experience for one of their guest by using Twitter. This is not a fad. Social Media will not go away. If anything, it will evolve into something more social and more interactive. Look at EBay and Amazon; the reason why they are so successful is because at the core they are driven by user created content (information and reviews about the products). [...]

By: Dallas Web Design

Dallas Web Design — Wed, 13 May 2009 20:23:33 +0000

That is a great example of both the power of Twitter and Over the Top customer service. To send the initial offer for corn bread was great… to remember the next time you came back was Superior Customer service!

Kudos to Gaylord Hotels for doing such a fantastic job!