September 3, 2013Published by: Drew Benvie

A lesson in global customer service: US customer promotes BA complaint tweets

As brands continue to improve their use of social media for customer service, it seems some companies still fall foul of the concept of 'the customer is always right'. Last night a disgruntled British Airways customer, known as @HVSVN on Twitter, took his online customer service dispute to the next level, buying a promoted tweet to propel his grievance on to the Twitter streams of a large audience online. He bought his way on to the Twitter feeds of all of @BritishAirways' followers through a promoted Tweet, just one of the ways of using Twitter for user targeting through promoted content.

Twitter BA Complaint

BA have been responding to the tweets of @HVSVN, but only during UK office hours, so the situation has not been improving at all. You can read some of the highlights in this Storify which is also below.

For any global brand with a global customer base, it is worth thinking beyond just using Twitter to talk to your audience, but also about how you feasibly solve issues and when during the global working day you are online.

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