I've been successful in getting large corporation to address customer service issues for me. All of them except American Greetings responded within 24-48 hrs to my tweets and I got personal contact from the corporate office to address the issues immediately. Sears and AT&T replied to me within 2 hrs.
The key is how you phrase the complaint and whether they consider you to be influential or not. I will use social media after I've exhausted all resources up the local chain and documented everything. My tweets reflect this. Be polite and factual in your discussion. Point out why they need to fix the problem or face a PR nightmare. Recognize good work when companies do them. I've complimented companies on Twitter for their humanity or customer service to others when I see it.
Having over 12K followers and Klout score of up to 70 when I'm active helps. I also write for the New York Times as a financial expert so that gives me some credibility.
Best of luck on your project.
On Mon, Mar 4, 2013 at 7:31 AM, Jesse Sanford <[address removed]>
Has anyone attempted to use social media to directly effect a personal cause? I have been trying to get Verizon wireless to pay attention to how horribly their customer service has treated me and started the following campaign on social media. Any help/direction would be appreciated!
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