Praise for rail firm’s Twitter use
Thursday 22nd September 2011, 10:07AM BST.
A train company which operates services in Shropshire has been commended for its innovative use of Twitter to communicate with customers.
London Midland won the Putting Passengers First category at the 2011 National Rail Awards.
Since launching in April 2010, @londonmidland has sent around 23,000 individual messages. It now has more than 8,000 followers.
Bosses say their use of the micro-blogging site allows customers to identify problems faster than ever before, and without contacting London Midland’s customer relations team.
Alex Hynes, commercial director at London Midland, said: “We are very proud of this award and of the positive comments that people have made about our Twitter feed, particularly in terms of setting the bar for the rest of the industry.
“We are passionate about improving customer service and our success is based on the notion that we find out what people want to know before they contact us, and go to them with the details.”
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