When I reach out to brands or well-known individuals on Twitter or other social media, I don’t usually expect a response. Partly because I know that the brand or individual is probably is getting inundated with tweets and wall posts and it is unlikely they will see mine, and partly because I don’t want to get my hopes up. So when I do get a response, I am pleasantly surprised.

Amazon Help
This past weekend, I got one such response from Amazon’s customer service account, @AmazonHelp. I didn’t even tweet that account; I tweeted the main @Amazon account. But Amazon was doing some social listening and responded to my fun tweet:

amazon responds to me on twitter louis c.k.

I wasn’t making a complaint, I was simply making a fun observation and Amazon was agile enough to be fun as well. The fact that they are initialing their tweets is pretty cool, showing that there is an actual person and not a “robot” on the other end. However, if I go to the account, I can’t figure out who “CW” is, so they may want to address that.

Amazon has not just gained my trust through social — they have done that by delivering the products I’ve ordered correctly and on time. However, they do promote goodwill about their product (in this case, Amazon Instant Video) by responding to my tweets in such a fun manner. So essentially, their social efforts supplement and support their positive brand image, which will keep me patronizing their business (as if I could resist Amazon!)

Caitlyn Moyer (Milwaukee Brewers)
Another source I greatly trust, Caitlyn Moyer (@cmoyer), follows Steve Rayson’s social media trust formula to a tee. In case you forgot/don’t know it, it’s Trust = Authority x Helpfulness x Intimacy / Self-Promotion.

Me in my Brewers baby bib.

Me in my Brewers baby bib.

Moyer is the Milwaukee Brewers’ director of new media. The Brewers and I go way, way back (see photo to the left).

Since I am geographically far away from my team (as I moved from my home state of Wisconsin to Florida several years ago), I rely on social media to follow how my team is doing, what’s going on with the players and what’s new at Miller Park (the team’s stadium).

When I’ve tweeted the team account, @Brewers, with a question or comment, I would periodically get a response from Caitlyn’s account (Helpfulness). I not only trust her because of her role with the team (Authority), but because of the great content she and and John Steinmiller (@jstein1981) produce on their “John & Cait … Plus 9” blog (Intimacy). (Notice the lack of self-promotion?)

Caitlyn’s responses to my questions cement my relationship with the team so that I may continue on as a loyal brand evangelist.

Here’s an example of a recent exchange between me and Caitlyn. I included her in my comment because I thought if the Brewers’ account didn’t see my response, she probably would:

caitlyn moyer brewers

Caitlyn Moyer of the Brewers responds to my question — pretty darn quick too!

I am grateful for the sources I feel I can trust on social media. The world is so big and it’s great that social media bridges that gap. Not everyone out there is fake on social media and it is possible to develop a trusted relationship without meeting someone in person.

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