Conestoga Mall, new media and customer service - a parable.

Lately, I have been really interested in the trends of local & national businesses using twitter as a mode of communication with customers - and as a channel to better customer service.

(There was an interesting situation a couple months ago with Lance Armstrong and AT&T where he lashed out about them not providing a home service call - they were there the next day).

Anyway, I had a situation come up with Conestoga Mall - so I direct messaged them over twitter... a place that they have been doing a lot of active promotion.

I was not sure what their response would be, or how they would attempt to correct the issue I had, but after a few messages back and forth - resolved. And resolved beyond what my expectation was.

This, in my opinion, is awesome customer service. If you have an issue and it's resolved, you should walk away from the situation feeling better about the place than you did originally.

Love malls, or hate'em... they exist in our city and sometimes it's necessary to go there. I believe in shopping locally, and that it's the solution to a lot of our planet's current issues (check back later for what i did AFTER the mall)... but there you have it. Contradiction at it's finest.

Thanks @Conestogamall - appreciate your help.

H.