I have a love/hate relationship with Twitter. I have written many articles on Twitter, Tools for Twitter and Resources to make you more effective. You see, it is not about me but about you. It is about you and how you can leverage Twitter for your business to make you more effective.
Recently, Twitter has finally started to show its business model and realizes that one way is to help companies and brands utilize Twitter for all sorts of things. Network Solutions in fact utilizes it for customer service and community outreach and has seem immeasurable success in using it along with providing a channel for customers to reach out. You can find us at NetSolCares.
The new Twitter Guide for Business, uses this explanation for businesses thinking about signing up but asking about what it does, what they can use it for and the value/return they could see from it:
Twitter is a communications platform that helps businesses and their customers do a number of useful things. As a business, you can use it to quickly share information with people interested in your company, gather real-time market intelligence and feedback, and build relationships with customers, partners and other people who care about your company. As an individual user, you can use Twitter to tell a company (or anyone else) that you’ve had a great–or disappointing–experience with their business, offer product ideas, and learn about great offers.
I have found that there are three primary ways to effectively use Twitter for Business:
1.) Customer Service – This is probably what Twitter is known the best for in business circles with companies like Comcast, Dell, Starbucks, Zappos and Etsy to name a few using this channel to communicate with customers having issues or to thank them when there are positive mentions. Network Solutions has use NetSolCares to great success and I think about how many issues have been resolved or the customer put in touch with the right person because they reached out on Twitter and we listened.
2.) Community Outreach – This goes beyond customer service to informing people abou things that will help their business and engage the broader community. This can be done on the same channel as customer service and we use this channel to post blog headlines from our various blogs in addition to putting out notices to the community about changes or issues they might be experiencing (e.g. System Downtime on Friday for new Network Solutions brand switchover).
3.) Selling those that want to be sold to – This is a challenging on that Dell Outlet does extremely well. They have often said that they make $1 million a year off of Twitter. This is because they set up a specific Twitter channel/handle for selling Dell Products.
What Ways Has Your Business Used Twitter Effectively?
I know I mentioned the “Top 3″ but I want to start the conversation and hear from you how you are creatively using Twitter with your business and gather a longer list of best practices for everyone in a future post.Google+