SkyCable’s Twitter Surprise

I’m actually very simple to please. And usually when I’m pleased, I don’t mind paying for something. Classic point in case: Starbucks Coffee. They allow the customers to request for almost whatever they want for their drinks. What happens when the customers get what they want? They get happy and they pay. But this is a different story.

Recently, while eating breakfast, I find myself turning the TV on to my current favorite channel, the Asian Food Channel (AFC). If it’s only 8:30 am, I get to catch my favorite cooking show, Chef at Home. This morning, when I turned on the TV to AFC, I found a different channel in its place: UNTV. I was really disappointed to think that maybe SkyCable had taken out AFC (because The Lifestyle Network now has less cooking shows).

So as a minor rant, I asked on Twitter: “Did SkyCable take out the Asian Food Channel?” Without expecting anything, I got a reply:

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My mood immediately flipped. Of course I was happy because I found out that AFC had not been removed. More importantly, I was happier because someone heard me and answered me. And to think that I just posted that on Twitter without knowing that SkyCable had a Twitter account.

I checked out the account of SkyCable (@SKYserves) and read that the person behind it was actively trying to help customers out. The account even asked a friend of mine:

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I think this story shows two things:

1) With social media, it’s easier for businesses to make their customers happier. The whole secret to keeping people happy: human and personal interaction. Twitter and Facebook are virtual, but they are slowly being integrated into real life. They are almost tantamount to personal interaction–appendages to the way we communicate.

2) Community management has evolved and has become more high tech and personal than ever. It is not just about managing the complaints and concerns of the community anymore. It is now also about actively reaching out to members of the community and maintaining human interactions with them.

I’m pretty sure that if you ask all the people that @SKYserves tweeted, they’d be pleased that they were contacted by a company. Years ago, I remember that people felt so small and helpless against a huge company, as if they will not be heard. Now, it’s just the opposite: a huge company that hears all the small, individual people in their community will be the one that will last long and will not have to think about keeping afloat–what they will have to worry about is how to soar high.

That’s where innovation comes in. But that’s for another story as well.

Follow Sky Cable on Twitter.