Train GraphicClick on the map to explore geographics
 
I need help
FAQ
Emergency
About .
Travel & transport from BBC stories as at 05:15 29 Mar 2024
- Bus plunges off South Africa bridge, killing 45
* Easter getaway begins with flood alerts in place
- Easter travel warning as millions set to hit roads
Read about the forum [here].
Register [here] - it's free.
What do I gain from registering? [here]
 02/06/24 - Summer Timetable starts
17/08/24 - Bus to Imber
27/09/25 - 200 years of passenger trains

On this day
29th Mar (1913)
Foundation of National Union or Railwaymen (*)

Train RunningCancelled
07:00 Bedwyn to Newbury
07:22 Newbury to Bedwyn
08:13 Newbury to Bedwyn
08:46 Bedwyn to Newbury
09:54 Bedwyn to Newbury
10:22 Newbury to Bedwyn
11:29 Newbury to Bedwyn
11:57 Bedwyn to Newbury
12:52 Bedwyn to Newbury
Short Run
04:54 Plymouth to London Paddington
05:12 Reading to Bedwyn
05:33 Plymouth to London Paddington
05:55 Plymouth to London Paddington
06:00 Bedwyn to London Paddington
06:37 Plymouth to London Paddington
07:03 London Paddington to Paignton
08:35 Plymouth to London Paddington
10:35 London Paddington to Exeter St Davids
Delayed
23:45 London Paddington to Penzance
05:03 Penzance to London Paddington
06:05 Penzance to London Paddington
07:10 Penzance to London Paddington
08:03 London Paddington to Penzance
08:15 Penzance to London Paddington
09:04 London Paddington to Plymouth
09:37 London Paddington to Paignton
10:04 London Paddington to Penzance
11:03 London Paddington to Plymouth
PollsOpen and recent polls
Closed 2024-03-25 Easter Escape - to where?
Abbreviation pageAcronymns and abbreviations
Stn ComparatorStation Comparator
Rail newsNews Now - live rail news feed
Site Style 1 2 3 4
Next departures • Bristol Temple MeadsBath SpaChippenhamSwindonDidcot ParkwayReadingLondon PaddingtonMelksham
Exeter St DavidsTauntonWestburyTrowbridgeBristol ParkwayCardiff CentralOxfordCheltenham SpaBirmingham New Street
March 29, 2024, 05:26:52 *
Welcome, Guest. Please login or register.

Login with username, password and session length
Forgotten your username or password? - get a reminder
Most recently liked subjects
[92] West Wiltshire Bus Changes April 2024
[91] would you like your own LIVE train station departure board?
[81] Return of the BRUTE?
[69] Infrastructure problems in Thames Valley causing disruption el...
[56] 2024 - Service update and amendment log, Swindon <-> Westbury...
[50] If not HS2 to Manchester, how will traffic be carried?
 
News: A forum for passengers ... with input from rail professionals welcomed too
 
   Home   Help Search Calendar Login Register  
Pages: [1]
  Print  
Author Topic: 'Why businesses must maintain their Twitter presence at the weekend'  (Read 8441 times)
Chris from Nailsea
Administrator
Hero Member
*****
Posts: 17865


I am not railway staff


View Profile Email
« on: May 30, 2012, 20:42:23 »

From Fresh Business Thinking:

Quote
By Marcus Leach

In today's business environment customer service is more important than ever before, especially given that through social media any discontent can be aired publicly to a far reaching audience at any time of day or night.

It is no surprise then that many of the nation's leading companies go to great lengths to ensure they have a strong Twitter presence. Not only does this enable them to gain valuable feedback, but it also allows for conversations with customers, and the ability to deal with complaints a lot quicker.

However, it would appear not all companies maintain their social media presence seven days of the week. Given that many companies operate seven days a week, it is imperative that they maintain their social media not just in the week, but at the weekends as well.

Customer service is, quite simply, essential. Research just released shows that organisations that invest in customer service excellence are likely to receive additional purchases from 53% of customers. Given this it is interesting to see that not all companies engage with all of their customers.

The following blog highlights the downfall of not maintaing a 'seven day a week' Twitter presence, and comes on the back of an original article by Nick James.

An interesting article came out of the Like Minds conference last week. Nick James, after attending the conference travelled home using a First Great Western Service. Unhappy with the service, he tweeted to the rail operator and was frustrated with the lack of response.

We took a quick look at the FGW (First Great Western) Twitter account to see if they were listening to their customers.

The answer was yes, but only some of the time.

The account is actively manned replying more than tweeting, which shows a high level of reactive engagement with their followers. The content of their tweets also showed a high degree of support and engagement with their followers, the word sorry being prevalent in their replies.

However, there is a chance James was tweeting to an unmanned account. First Great Western, like many brands keep firmly to a 9-5 weekday twitter pattern, meaning any tweets sent after these hours are either missed or not picked up until Monday. Sadly most consumers use Twitter as an instant method of communication, the lack of immediate response only heightens their frustration with the company which then leads to more permanent complaints against the brand.

The issue of whether brands should tweet at weekends is borne out by one customer^s frustration, shared across the web. A manned Twitter account could have saved some blushes and delivered a more engaged customer.

Logged

William Huskisson MP (Member of Parliament) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: stop, look, listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
LiskeardRich
Transport Scholar
Hero Member
******
Posts: 3457

richardwarwicker@hotmail.co.uk
View Profile
« Reply #1 on: May 30, 2012, 21:34:16 »

Shouldnt be manned 24/7, but need more than 9-5 monday to Friday!
Logged

All posts are my own personal believes, opinions and understandings!
matt473
Hero Member
*****
Posts: 374


View Profile Email
« Reply #2 on: May 30, 2012, 22:52:43 »

What times are reasonable and who should carry it out though as even though social media can and has been used well ins ome instances by TOCs (Train Operating Company), at some point the media will turn around and say are higher fares paying for someone to reply on Twitter and Facebook all day. 9-5 covers when someone is in the office so not a problem for updates, but who can update out of these hours as all that remains no doubt is the bare essentials in control who if problems occur will no doubt be to busy to reply anyway. Sadly I don't think there is a suitable solution to this unless numerous staff have access to the account, but then that leads to another problem on many different people can have complaints being lost between different people.
Logged
EBrown
Hero Member
*****
Posts: 540


View Profile
« Reply #3 on: May 30, 2012, 23:46:01 »

Shouldnt be manned 24/7, but need more than 9-5 monday to Friday!
Actually it's 8am-4pm. Just for some comparison:

GW (Great Western): 8am-4pm | No Weekends
FC(resolve): 7am-10pm | Same on Weekends
CH: 8am-7pm (Although informally answered til around 1am) | Weekends around 8am - 4pm
VT (Virgin Trains - former franchises): 8am-6.30pm | Weekends 9.30am-4.30pm
LM (London Midland - recent franchise): Early - Late | Same on Weekends
SN: Early - Late | Huh
SW: ~7am - ~11pm | Some Weekend Service
Logged

I am no longer an active member of this website.
bobm
Administrator
Hero Member
*****
Posts: 9810



View Profile
« Reply #4 on: May 31, 2012, 10:25:36 »

I have only recently signed up to Twitter and my early impressions are mixed.

Used properly it is a quick way of getting a direct answer to a direct question.  However looking through some of the tweets on the FGW (First Great Western) feed as a company I would be more concerned. Too often it is used as a sounding board for things which are not FGW's fault ie signal failures, bridge strikes etc but for those not in the know it makes the company look bad.  I understand FGW are looking to extend their opening hours on Twitter.  I am not sure whether they would be better to add more resources to their email staff and cut down the five day wait for a reply they quote.  That to me is a more personal service and from a company view protects their image better.

I am all for fair criticism where it is due and have no wish to protect FGW from their failings - but if I was at FGW towers I'd be a bit concerned with the perception created with some of the stuff that appears on Twitter.   (and that is before we get to the "Why is my train late" or "Why was the 09:28 cancelled" with even a mention of origin or destination!)
Logged
EBrown
Hero Member
*****
Posts: 540


View Profile
« Reply #5 on: May 31, 2012, 10:50:40 »

I am not sure whether they would be better to add more resources to their email staff and cut down the five day wait for a reply they quote.  That to me is a more personal service and from a company view protects their image better.
You won't get a response from SE for a three weeks.
You won't get a response from VT (Virgin Trains - former franchises) for a month!

GW (Great Western) are good at responding to emails! Smiley
Logged

I am no longer an active member of this website.
bobm
Administrator
Hero Member
*****
Posts: 9810



View Profile
« Reply #6 on: May 31, 2012, 11:06:43 »

I agree FGW (First Great Western) are good.  However if they could cut their response time even further it would reduce the need for Twitter.
Logged
EBrown
Hero Member
*****
Posts: 540


View Profile
« Reply #7 on: May 31, 2012, 11:24:53 »

You can't cut a response time down to 10 minutes!

Twitter is ideal for updates and general information that people need to know "now".
Logged

I am no longer an active member of this website.
bobm
Administrator
Hero Member
*****
Posts: 9810



View Profile
« Reply #8 on: May 31, 2012, 11:32:07 »

Twitter is ideal for updates and general information that people need to know "now".

I agree but from a company point of view it doesn't look good when you have tweet after tweet complaining about things which are not FGW (First Great Western)'s fault or within their control.
Logged
Do you have something you would like to add to this thread, or would you like to raise a new question at the Coffee Shop? Please [register] (it is free) if you have not done so before, or login (at the top of this page) if you already have an account - we would love to read what you have to say!

You can find out more about how this forum works [here] - that will link you to a copy of the forum agreement that you can read before you join, and tell you very much more about how we operate. We are an independent forum, provided and run by customers of Great Western Railway, for customers of Great Western Railway and we welcome railway professionals as members too, in either a personal or official capacity. Views expressed in posts are not necessarily the views of the operators of the forum.

As well as posting messages onto existing threads, and starting new subjects, members can communicate with each other through personal messages if they wish. And once members have made a certain number of posts, they will automatically be admitted to the "frequent posters club", where subjects not-for-public-domain are discussed; anything from the occasional rant to meetups we may be having ...

 
Pages: [1]
  Print  
 
Jump to:  

Powered by MySQL Powered by PHP Powered by SMF 1.1.2 | SMF © 2006-2007, Simple Machines LLC Valid XHTML 1.0! Valid CSS!
This forum is provided by customers of Great Western Railway (formerly First Great Western), and the views expressed are those of the individual posters concerned. Visit www.gwr.com for the official Great Western Railway website. Please contact the administrators of this site if you feel that the content provided by one of our posters contravenes our posting rules (email link to report). Forum hosted by Well House Consultants

Jump to top of pageJump to Forum Home Page