There are plenty of sites that explain what Twitter is and how to post tweets and reply to others. However, for business the important question is: Why Twitter is relevant to you and your business?
Twitter is useful to the growth of your business is because it gives you a glimpse into your consumer’s social sphere and allows you to interact with them on a personal level.
Who is your customer, what are they saying and why?
Remember seeing comment cards in restaurants, surveys for customer service left after a house call or focus groups created for new product feedback? The challenge with push techniques for customer feedback is that it is rarely accurate. Typically, only very great experiences or very bad experiences are enough to motivate customers to proactively provide feedback through these mediums. All the experiences in the middle of the scale are not accounted for, and yet this middle ground is where the most opportunities for improvement wait for your company.
Twitter is different. There has never been a more open/inexpensive/less intrusive way to efficiently gather information from your consumers in their natural environment, where they speak to friends of their own accord, with no reservation or filter to their true feelings about your company and your services.
“People do not tell their friends about your product/service because they like you; they do it because they like their friends” (Seth Godin ~ Tribes).
Friends talk. A lot. With Twitter you can find what customers are saying to their friends about you. This feedback is priceless, it is given freely, to friends and family. Not companies. You have to be proactive about discovering this feedback, and develop the skills to respond and take advantage of this new, powerful intelligence online.
Thanks, how can we help? Not nice, take it back!
When a consumer says something good about your company on Twitter, are you doing anything to reward, help spread, or replicate this action? It is a big deal when someone publicly acknowledges a great experience with your organization. They are endorsing your product or service to their closest friends and family. Thank them!
And what about comments that are critical of your company. A poor tweet is actually an opportunity for your company to show it cares about its customers and their opinions. Monitoring for negative tweets and fixing the poor experience will translate into a life long advocate for your brand, and proof to those that see the interaction online that your company takes care of customers that feel they’ve had a bad experience. Don’t underestimate the single consumer. One great (or negative) story can touch thousands, if not millions.You can’t create(or delete) a customer’s story online, but you can use the exposure it brings in the most productive way possible if you are aware of the story.
Who can connect with a megaphone?
The purpose of social media is not to advertise your product. Connect with your customers by sharing things you like, news that resonates with you and events that you feel are important to your community. By doing this, your consumer sees your organization as a living entity that they can have a relationship with. Consumers are more likely to buy a product from a trusted resource or expert. Be their friend by providing content they can relate to and value. Engage in conversations and don’t try to sell anything. Just focus on being helpful, entertaining and worth staying in contact with. That’s the key to a successful Twitter business account.
Adding Twitter to your online marketing mix will allow you to increase market share, drive profitable revenue and ensure your customers are happy. Great people are your company’s most valuable resource; share your personalities, passions and knowledge with your customers.
Twitter for Business
There are plenty of sites that explain what Twitter is and how to post tweets and reply to others. However, for business the important question is: Why Twitter is relevant to you and your business?
Twitter is useful to the growth of your business is because it gives you a glimpse into your consumer’s social sphere and allows you to interact with them on a personal level.
Who is your customer, what are they saying and why?
Remember seeing comment cards in restaurants, surveys for customer service left after a house call or focus groups created for new product feedback? The challenge with push techniques for customer feedback is that it is rarely accurate. Typically, only very great experiences or very bad experiences are enough to motivate customers to proactively provide feedback through these mediums. All the experiences in the middle of the scale are not accounted for, and yet this middle ground is where the most opportunities for improvement wait for your company.
Twitter is different. There has never been a more open/inexpensive/less intrusive way to efficiently gather information from your consumers in their natural environment, where they speak to friends of their own accord, with no reservation or filter to their true feelings about your company and your services.
“People do not tell their friends about your product/service because they like you; they do it because they like their friends” (Seth Godin ~ Tribes).
Friends talk. A lot. With Twitter you can find what customers are saying to their friends about you. This feedback is priceless, it is given freely, to friends and family. Not companies. You have to be proactive about discovering this feedback, and develop the skills to respond and take advantage of this new, powerful intelligence online.
Thanks, how can we help? Not nice, take it back!
When a consumer says something good about your company on Twitter, are you doing anything to reward, help spread, or replicate this action? It is a big deal when someone publicly acknowledges a great experience with your organization. They are endorsing your product or service to their closest friends and family. Thank them!
And what about comments that are critical of your company. A poor tweet is actually an opportunity for your company to show it cares about its customers and their opinions. Monitoring for negative tweets and fixing the poor experience will translate into a life long advocate for your brand, and proof to those that see the interaction online that your company takes care of customers that feel they’ve had a bad experience. Don’t underestimate the single consumer. One great (or negative) story can touch thousands, if not millions.You can’t create(or delete) a customer’s story online, but you can use the exposure it brings in the most productive way possible if you are aware of the story.
Who can connect with a megaphone?
The purpose of social media is not to advertise your product. Connect with your customers by sharing things you like, news that resonates with you and events that you feel are important to your community. By doing this, your consumer sees your organization as a living entity that they can have a relationship with. Consumers are more likely to buy a product from a trusted resource or expert. Be their friend by providing content they can relate to and value. Engage in conversations and don’t try to sell anything. Just focus on being helpful, entertaining and worth staying in contact with. That’s the key to a successful Twitter business account.
Adding Twitter to your online marketing mix will allow you to increase market share, drive profitable revenue and ensure your customers are happy. Great people are your company’s most valuable resource; share your personalities, passions and knowledge with your customers.