Tuesday, November 17, 2009

The Power of Twitter

Last night I wrote this blog post about a grammar error I spotted on a sign at a local Dunkin' Donuts restaurant. It included a picture of the offending advertisement and a copy of the feedback note I sent using the form on the Dunkin' Donuts website. I tweeted the post to my 900 or so followers.

I noticed this morning more than a dozen visitors to my blog from Canton, Massachusetts. I had a hunch about this, and after a quick visit back to dunkindonuts.com, my suspicions were confirmed - this very blog was being visited by folks working in the corporate offices of Dunkin' Donuts.

How's that for the power of Twitter?

Soon after, I was contacted by Dunkin' Donuts. Out of their 38,000 followers and millions of other Twitter users, my voice had been heard and addressed directly. How cool is that?

It's nice to see a company that is willing to speak directly to their consumers; a quick look at @dunkindonuts reveals most posts to be replies to other users. They are not using Twitter to market, but to connect - and that's what it's really about.

It's also nice to see a company take responsibility for their actions. The sign issue is on the smallest of scales, but it renews my faith in consumerism just a little bit. Even moreso, it reminds me how powerful one voice can be when heard by the right people.
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2 Responses:

Kate said...

You're right, we often forget how powerful one voice can be. I also applaud Dunkin' Donuts for being receptive to the constructive criticism. Keep up the great posts, John.

Miss Bell said...

Well it has been a few years since you posted this, but I must say it brought a smile to my face. Menus and signs all over my city are missing commas and have extra apostrophes. As a teacher, I find this disheartening. Thanks for renewing my faith that someone else cares!