The world of PR and customer service are merging. It's customer service because, without a great, pre-existing customer service organization, this could not have been pulled together between Tampa and Newark.
Not true. First of all, what does Tampa have to do with it? Twitter is real time.
Second, all that was required by Morton's to pull this off was the following:
* Someone following tweets looking for @mortons from people with > 10,000 followers.
* A chef in the kitchen ready to cook a steak.
* The manager of the restaurant (or even a waiter) with time to drive 30 minutes to the airport.
They had 3+ hours to pull this off. They could have done it in half that time.
I am NOT saying Morton's does not have great customer service. I also believe this kind of stunt indicates a propensity for great customer service. But does not guarantee it.
