is your brand a bastard on twitter
DESCRIPTION
Twitter's potential as a customer service platform is huge! We conducted a campaign wherein we asked users about their experience with brands on Twitter. This presentation compiles the responses we receive and advises on Twitter reputation management based on what customers are saying.TRANSCRIPT
Is Your Brand A Bastard On
Twitter?
People are talking about you on Twitter. Are they talking with you?
Urooj KaziContent WizJustUnfollow.comTwitter|Facebook|LinkedIn
The story so far…
Every week, on JustUnfollow’s Twitter, we ask our 715,000+ followers one question and curate the answers they give. Last week’s question:
Your customers want social
Barring a couple, all responders said they had tried to contact a brand on Twitter.
Does your brand have a Twitter account? An active one?
People are talking about you, it’d be better if they could talk with you.
Words to the wise
Don’t forget the audience!
Twitter is a “social” network. If you aren’t interacting, you are doing something wrong.
They are cool…
You respond to them, you’ll become their favorite.
Don’t respond and swear words will follow.
Customer experience when brands respond…
Happy customers, word of tweet publicity, more sales, more profit.
And when you don’t…
They’ll either stop supporting you
Or take their complaint to a wider audience
Twitter is not enough…
And they’ll remember, if you forget
As this brand found out:
This tweet was made in August 2013, almost a year later. Told ya, they remember.
Tips for reputation management on Twitter
Reply as soon as possible Don’t take good feedback for granted Don’t ignore bad feedback Be nice, say hi Follow back – it opens the DM route for
your customers to contact you Encourage interaction – ask questions Surprise them occasionally – hold
giveaways
JUS
TU
NFO
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