Collegeville Resident Uses Social Media to Resolve Issues with Big Companies

diana smith online feedback
Image via Jose F. Moreno at The Philadelphia Inquirer.
A Philadelphia International Airport passenger bides his time online while waiting; Collegeville resident Diana Smith used social media recently to inform the airport about a parking problem.

Diana Smith, a Collegeville resident, has been relying on social media to resolve issues with big companies or organizations, writes Erin McCarthy for The Philadelphia Inquirer.

Last week, after spending 45 minutes searching for a parking spot at Philadelphia International Airport, she decided to take to Twitter.

She relayed her frustrating experience and tagged the airport’s account.

Smith knows the power public call outs have on the companies. Five years ago, when her washing machine that was under warranty needed repairs, she was not able to get in touch with anybody at the company she bought it from.

“People on the phone, people on email, no one was getting back to me,” said Smith. “I tweeted, and they got right back to me. My issue that had taken a month was resolved in a week.”

After that incident, she started reaching out to various companies or organizations on either Twitter or Facebook every few months. She offers polite feedback or asks about a problem.

“I’m looking to get their attention and have my matter resolved quickly,” she said. “And have them know how I feel quickly.”

Read more about Diana Smith and her consumer satisfaction methods in The Philadelphia Inquirer.


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