This document provides guidance on using Twitter for business marketing. It outlines key Twitter features like posting updates, following customers and competitors, and searching for mentions of your brand. It emphasizes engaging with customers by searching for and responding to mentions daily. Examples show how to politely and helpfully respond to both positive and negative customer tweets. The document advises setting up complete business profiles, tweeting often to build followers, and using Twitter for customer service by answering common questions. It stresses listening to customers and engaging with them respectfully on Twitter to build loyalty and positive word of mouth for brands.
2. • Features on Twitter:
• Post updates of 140 characters or less
• See who is tweeting about your brand or store
• ‘Follow’ customers, fans or other stores to see
what they are talking about
4. “Advanced Search” allows you to break the search
down by specific words, locations, hashtags and more.
5. A search for ‘Kobe’ within 15 miles of Philadelphia
returns thousands of results. ‘Kobe’ is in bold.
6. • Get comfortable searching your business
name once a day to see what people are
saying. If anyone is talking about you reply to
them. You want to use these social networks
so people can better relate to the human side
of your business and build stronger, more
loyal bonds. Another option is to search for
your product in your area and engage in
conversation about the need rather than the
experience.
7. Make sure all the information is filled in for your profile
and you have a relevant background. As you can see,
we have many many owls.
8. The Rock was voted #1 best person to follow on twitter. Why?
Look at his feed. He’s not pushing anything. He has 1 honest
tweet at the bottom and responses to the top. He’s engaging.
9. Although he’s a great actor, Leonardo DiCaprio shows businesses
what not to do on Twitter. Push Push Push. Barring fans that
would follow him into the bathroom, not many people enjoy
Leonardo’s tweets.
11. • Rules for Tweeting:
• 1) Engage: First listen, then respond.
• 2) Know your followers: Some companies have
gotten into trouble for tweeting with some bad
taste. If you aren’t funny, please don’t try to be.
• 3) Tweet often enough to be worth following: If
you’re not going to use the account, don’t sign
up. People won’t follow you if you don’t talk.
12. • Example
• Stacy: “Just went to Stanley’s on my way to
Drake concert nowww”
• Stanley’s: “Thanks for stopping in Stacy, have
fun tonight!”
• Dark Magic? Nope. Stanley’s searched
‘Stanley’s’ within 15 miles of their area and
saw she tweeted it a few hours earlier. Yes, old
people, this is now possible.
13. • Example 2
• Stacy: “Just went to Stanley’s. Terrible. Rather put my
head through a wall than try that chicken salad again.”
• Stanley’s: “Stacy, we are so sorry, please don’t put your
head through a wall. Come back free, meal’s on us.
Bring a friend.”
• You don’t have to give away free meals, or any discount
for that matter. A simple “We’re so sorry you feel that
way hopefully we can make it up to you” would do. Just
be aware, if this goes unaddressed Stacy is NOT going
to treat your company nicely in recreational
conversations.
14. • The customer service opportunities alone are
worth the time on Twitter. Imagine how much
time on the phones you could save if
somebody could contact you on twitter with:
• “When do you close?”
• “Having problems with order.”
• “Need flowers for mother’s day help!”
Really, expect just about everything on here.
15. This is your Interactions board. It will tell you whenever
somebody ‘Retweets’ you, ‘Mentions’ you, ‘Follows’ you or
‘Favorites’ a tweet.
16. Retweets are when somebody finds what you has to say either
significant or blatantly disrespectful to humanity and they want
to share it with all of their followers.
17. When somebody favorites a tweet they really like what you have
to say. Favorites are less common than Retweets, so it’s a good
idea for you to favorite the tweets of customers. They will be
happy when they look at their interaction board and it’s a good
way for you to get their attention.
18. • How often should I check my Twitter?
Everyday.
19. • Listen, listen, listen. Don’t’ be too creepy, but
keep an eye on what customers like and
dislike.
20. • People have lower standards for a business
tweeting than a friend (you know, since it’s
not human and all). A good response on
twitter will often get you a Retweet from the
customer. A poor tweet will get you a “Ohhh
thaaanksss.”
21. • Ask questions. Talk about what’s popular
among your customer base. Shoot for the
star(response)s
22. • If you’d like some help getting setup or
building some strategies for your social
marketing please don’t be afraid to e-mail me.
Bmcbride2302@gmail.com
• Good luck!
