Scanning through my twitter feed on a slow pre-Christmas workday, I ran across this message from Adam Clyde, an influential social media marketer with IBM.
adamclyde: AAA motor club roadside asst: “due to high call volume, call back or visit us online” I’M STUCK ON THE ROAD. I PAY SO YOU CAN HELP ME NOW.
Interested in how many other posts are out there lamenting the same bad luck and customer service, I search twitter for “AAA” here is a sample of what I find all within 1 hour of Adam’s post:
lisatella: Last night my car battery died. By 9 AM, a AAA guy had replaced my battery for me and I was at work! I love AAA.14 minutes ago · Reply · View Tweetsimonashton: Waiting for AAA to come and start my car so I can drive to the doctor. Sigh.26 minutes ago · Reply · View Tweetmileskahn: On hold with AAA. Must be their big money-making week. I picture the AAA cigar chomping CEO counting his cash and laughing, “More snow!”35 minutes ago · Reply · View TweetLeonyCantaTierr: Waiting for a hight of 23? In Nashville? Car won’t start and waiting for AAA.about 1 hour ago · Reply · View Tweet
I believe AAA typically has very good customer service. I’ve always been extremely happy with them. I’d recommend them to my friends and I imagine they have a high NetPromoter Score.
Question: does AAA need a Twitter Account (@AAA already taken)? My answer, yes. There is a HUGE opportunity for AAA to improve customer service using social media. Imagine getting a dm from AAA with a link tracking the tow truck driver to your location via google maps.
Lots of possibilities, but will AAA go the extra mile or rest on their laurels?
Hello,
My name is Justin Schneider. I work for AAA National Member Relations. We are very interested in social media and the opportunity to improve our services. We have recently been exploring sites such as twitter, blogger, facebook and others to find what our customers are really saying about us. It has been very helpful in educating our staff on areas of improvement. We strive to provide premium roadside assistance and member services. Below is a website for our department where people can submit comments, complaints, compliments on our services. Thank you!
http://www.aaa.com/suggestions.html
@Justin Thanks for the comment! Great to see you and AAA listening. Nicely done, bravo!