Just last week….I was shopping at Woolworths and yip, I had a bad shopping experience. Not with the visual merchandising, oh no, that was PERFECT as usual. It was a customer service issue. I was ignored, then the system went down, followed by a lack of communication. What did I do, I tweeted. This is the reality that retailers are facing today. What I tweeted may have been re-tweeted and a number of eyes would have shared my experience and possibly would have remembered a similar experience. As it happens, Woolworths ‘get’ the importance of social networking and they have a strong online and social networking presence. They responded back to me almost immediately saying that corrective measures were in place and they apologised for my bad experience.
I find the blurring of the lines between my online life and my real life shopping experiences exciting. I no longer feel alone when I go shopping. I know that I can share my thoughts and decisions. I love retailers that embrace me as I exit the physical shopping experience and enter the social networking realm and join me in that thought process. Well Done Woolworths!