And They’ll Tell Two Friends….and They’ll Tell Two Friends: Wells Fargo Builds a Business Case for the Social Web

Remember that Faberge Organics shampoo commercial from the 80’s where Heather Locklear promises that you’ll tell your friends about the shampoo, and they’ll tell their friends….and so on? Well, Kimarie Matthews and her team from@ask_wellsfargo have implemented a Twitter strategy that seems to be doing just that: 40% of their customers who received support through Twitter turn around and make a positive comment and 13% turn around and post to their followers. On average, Kimarie says that a re-tweeted tip is shared with 1,869 other users—a conservative estimate, she admits. In addition, WF’s support responses via Twitter are quoted by the media almost as often as formal messages from corporate communications.

http://projectmanagementonline.blogspot.com/2010/05/and-theyll-tell-two-friendsand-theyll.html

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