I remember when a now famous business person used to return my emails. Now that they get thousands of them a day, I guess it is impractical to reply to each one. This problem is multiplied many times for CEO of corporations who get customer mail from 10,000′s daily.
But providing great customer service does not excuse you from replying to each inquiry bases on sheer volume. This should be done for tweets as well as blog posts. Here are 3 solutions that you can use:
1. Get a System in place. When I write a note to the CEO of a company, I expect some reply so I know someone in the organization is listening. To not get any reply is inexcusable. Most of customer service is about listening.
2. Set expectations. Have an auto responder tell each emailer that you get a large volume of email each day and can’t personally respond to each, but another person will get back to you in a few days.
3. Have an assistant track your email and respond for you (or as you) as long as they can project your authentic voice.
Remember, we meet the same people on the way up as on the way down.