This
article deals with most frequently errors made by companies in Twitter.
Companies aren’t totally aware of all the potential of twitter. Indeed
generally they just start an account, follow a bunch of people, send a few
tweets about their business. But two significant features are replies and
mentions because they build strong relationships. The principle is that you join
a conversation on Twitter by replying to others and mentioning them in your
tweets thanks to @username then the person will get a notification and it will
be seen on timelines of both followers. Twitter allows companies to provide
remarkable experiences no matter the industry. Human connection is a key factor:
companies shouldn’t wait for a crisis to just respond but help personally
consumers.
Many people now see social media, especially Twitter,
as their best hope of engaging with their favorite brands. On twitter companies can make consumers feel valued
and appreciated in surprising them. Nowadays good customer experience isn’t
enough you should create a “ wow” experience.
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| © Gary Vaynerchuk |
To achieve this goal twitter has a great advanced search functionality
which allows to find next customers, keep tabs on brand keywords or measure
satisfaction of current customers. For instance using L or J after search phrase allows to filter positive or
negative Tweets. Moreover the ‘Places’ filter on Twitter’s Advanced search page
allows you to filter Twitter by location. So it is useful if
you’re looking to find people who are talking about your brand in a
certain location. You also shouldn’t forget that
Tweets are a lot more conversational that Google search terms.
To conclude here’s four top tips very useful on
twitter:
- be more conversational that jumping right in for the
sale at the first Tweet
- try to get back to people who mention you as soon as
you can (Research tells us that 42% of consumers expect a
60 minute response time on social media)
- add a personal touch
- follow up
Géraldine Caenen & Clara Terol
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