MICHAEL YAVONDITTE: The greatest customer service system ever invented in the history of the world is Twitter. And if you’re not hanging on it, uh, if you have a product or service in the marketplace, uh, and it’s being used by consumers mostly, um … Twitter is a real-time zeitgeist, uh, telling you what’s going on in the minds of those consumers.
OTIS CHANDLER: Customer service is best done through … through social media, and you’ve gotta be listening to people and what they’re saying about Twitter, uh, saying about you on Twitter. And that’s absolutely true. We’re fortunate enough that we’ve got our own discussion forums, uh, the Goodrich(?) Feedback Forum, where pretty much every day I spend time in there, directly talking to our … our users.
ROBBIE VITRANO: Generally a complaint is really just someone that wants to be heard, and wants to be responded to. They want to know they matter and they want to know there’s real people on the other side of the, you know, on the fence, wherever that is.
IDO LEFFLER: On Facebook, if you … if somebody writes a negative blog or somebody writes a negative thing on Twitter, we get back to them quickly, we give them a solution. And then we give them free stuff to make up for it.
ROBBIE VITRANO: In our particular business, so many people, um, you know, want to fight it and don’t want to give away a … a product. And … and our policy is just (Background Noise) immediately, you know, make it right, whatever it takes. Make it right.
OTIS CHANDLER: If a user comes to us and says, Gee, I really wish Goodrich did this, my favorite thing to do is build that and launch it in an hour and e-mail them back saying, “Here it is.”
MICHAEL YAVONDITTE: So what we did is we looked at … we watched Twitter in real time on a … on a perpetual basis, we identified all the people that were raising their hand and saying, “Hey, I want cashable(?),” but we’d love for you to change X, Y or Z and that sort of thing, and we reached out them, we engaged them. We would promote the people that were, uh, evangelists. Because they … they had shown, uh, leadership.
IDO LEFFLER: Uh, in identifying a … a new trend, a new opportunity, a new service. Millennials especially are looking for that authenticity, and they’re looking for something that they can share. ‘Cause in the end of the day, you can have ash … hashable(?) or anything else, that you can then share out to your community. And tell people that you’re an evangelist of it.
ROBBIE VITRANO: We are about absolutely no secrets. The way you were sold products in the past were, you know, about secret. And the … the kids in particular really played that back to us. They said, “There’s no secrets. I get … here’s … here’s the recipe. You want to run and make it, make it. You know, if you want to deliver it to our competitors, deliver it to them.”
(END OF TAPE)