So Ryanair has joined twitter and while I don’t claim to know their strategy they have set thir stall out pretty early. Launching the account they made it clear that they are not there to listen to complaints – essentially saying they have too many customers, and to the more cynical of us they are possibly saying they have too many complaints!
So Ryanair is on twitter for one reason (it seems) and that’s to sell us stuff!
And while there is nothing wrong with that as such, I would always suggest to brands that twitter should be about doing more than that. Customer care is a place a lot of service brands tend to go but there is more you can do.
A great example, bizarrely, is the Irish police Garda twitter account. They have shown fantastic personality and sense of humour on twitter
O2 in the UK had this funny “Ghetto Slang Exchange” recently
Here is another one from the USA between IHop and Simon Dumenco (seen on adage)
So Ryanair are clearly recognising that twitter is a channel they canno longer ignore, good news for twitter advocates as it shows the power of the platform, and I imagine we will see a lot more promoted tweets from them.
But is that enough?
In my view its not, so I hope Ryanair plan to do more, maybe get us behind the scenes at the airline and show us they actually can be likeable (even if they don’t really want to hear about your complaints!). This early tweet suggests they might be ready to have some fun, lets hope so