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?
I came across this interesting tool from labs.Summize.com that scans twitter comments for your keyword and then gives it the following rankings based on the attitudes within the tweets (Ugh, I still hate saying that word): wretched, bad, so-so, swell, great.
I’m not so sure I buy into the method of automated attitude/tone indexing, yet. I just don’t think an algorithm can do anywhere near the job of a human when it comes to analyzing tone. Nevertheless, this is a neat tool that gives marketers a glimpse into the status of their brand. Here’s a quick look at some brand’s I searched:
When Lenovo bought the IBM ThinkPad brand back in 2005, it appears that the domain name was not part of the deal. ThinkPad.com takes you to an odd landing page on the IBM site. A WhoIs look up reveals an IBM registrant. Maybe the 18.5% stake IBM has in Lenovo includes the thinkpad.com domain.