So, your company is on Twitter, that’s fabulous! Let me ask you, since you’ve been here have you garnered any leads? Seen an increase in customer engagement? Noticed a difference in bottom line sales? If not, you may want to give some of these ideas a try. If Twitter is a good fit for your business getting creative might be all you need to do to see a real return.
- Follow your customers and encourage them to follow you back. This is easiest of course if you are a smaller business and know their names, if you’re larger make sure you follow back. If you reach out first they will love that and you can DM each other if there is ever an issue either of you would rather not have play out in the newsfeed.
- Delight and surprise your followers when possible. This can mean anything from a shout-out to a random upgrade – can you image the share potential here? (In my opinion ALL airlines should randomly upgrade a Twitter follower each day – the engagement would be off the charts and even disgruntled customers would want in on that game! e.g. “If you’re flying in the next 4 hours tweet us your flight # – someone’s going first class baby!” See?
- Tell your business story using your customers experiences and mention them when you do. You’ll be helping them build an audience and they will appreciate that.
- Listen to your customers and offer them solutions to their issues. For example, if you’re not in the pizza business and you know a business that delivers on time, pass on their info when someone complains about wait times. The key here is to provide value to your customers.
- Use Follow Friday (#FF) and fill your tweet with customers. Caveat – don’t go nuts, one or two tweets each week is enough to call out your customers but not enough to tick the rest of your followers off.
- Ask your followers what they want. Make sure you reach out to your audience and see how you might be able to do better – they will likely tell their following if you implement one of their suggestions.
- Do not leave them hanging. If a customer complains, comments or just gives you a shout-out be sure to respond as soon as possible. Less than 5 minutes is optimal. No matter what they are complaining about they will remember that you responded promptly with an offer of help. Set up notifications for your phone if no one is monitoring the account 24/7.
- Speaking of offers – give loyal followers exclusive Twitter offers – Have them tweet to the cashier for a special discount or fill in a promo code they only get by DMing you. Get creative if you can’t manage all those DM’s.
- If you have a large following and a large number of customer issues, consider creating a separate account for customer service. That way you can keep the brand account for the fun stuff and handle complaints without them falling through the cracks.
- Have fun. Show the less than serious side of your business at times. People want to engage with people, not businesses so don’t be afraid to show your human side. Oh, and if there’s more than one person tweeting make sure to sign your tweets so we know who’s who.
Your turn – what’s worked for your business on Twitter? What have I left out? I would love to hear from you in the comments!