All businesses face the challenge of finding effective ways to reach their customers, and social media sites are providing new communication opportunities. Despite the fact that over 200 million people are enrolled in Twitter, many people knew little about it only a month ago. Funny what a good congressional sex scandal can do to increase your visibility, huh?
Twitter is a mobile communication website that allows its users to post 140-character messages called tweets. Users can also post pictures and share links to websites and articles of interest. You can register (for free) to participate on Twitter at www.twitter.com and do your own tweeting as well as follow others and see what they have to say through their tweets. Many users access and post on the site through their mobile phones.
Sounds nice, but how can you use Twitter to enhance your business?
Smart businesses recognize Twitter as a way to build their brand, as well as to create back-and-forth dialogue with their customers. For example Starbucks has over 1.5 million people following its Twitter feed, where it responds to customer questions about coffee, its stores, and the types of drinks it offers. Starbucks has succeeded in creating its own community, and its customers check in on a regular basis to keep up with the conversation.
Delta Airlines uses their Twitter feed to field and respond to customer feedback and complaints, as well as quickly communicate general information on weather delays, while directing people to their website for specific flight information. With almost 200,000 followers, Delta is also finding ways to encourage their customers to get involved, recently running a contest to give away an Atlanta Braves ticket package to people who responded to their Twitter feed.
How about on a local level? Want to know what the daily lunch and dinner specials at the Tap Room in downtown Hickory? Follow their Twitter feed, and they’ll let you know what they’ve got on the menu each day so you can make your dining plans accordingly. Simple, but effective.
Some advice to get the most out of Twitter for your business.
Twitter is just one of your marketing tools, so use it to compliment other marketing approaches to reach your customers. Don’t forget to keep your website fresh and keep working Facebook as well as traditional marketing methods to get your message out.
Your customers have to choose to follow you on Twitter, so make sure they know where to find you. Include your Twitter name on your website, email, and other communications to build your followers.
Give your customers a reason to follow you by offering promotions, deals, and time-sensitive information to make it worth their while to visit your Twitter account.
Be responsive to communications from your customers, and communicate in a tone and style that supports your brand message. And use Twitter to ask your customers for feedback to create a dialogue.
Twitter is free and it’s easy to get started. And once you’ve registered, follow me at @jeffneuville.
Do you have a business question or topic that would make a good column? Send your ideas or questions to jeff.neuville@b-assistnc.com and share your business experience with others.
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