Here’s the latest Battleplan Bulletin. To sign up for our pithy missives click here.
Today we’re focussing on Twitter. At Battleplan we’ve been working in Social Media since its outset and we’ve seen how it’s evolved from a platform for friendly engagement into a powerful business tool. We offer a range of social media services, from strategy creation and ongoing content provision to one-off training packages so you can DIY. Contact us today to find out more.
In the early days many businesses avoided Twitter, thinking it was another social media fad that would fade. It didn’t and it won’t, and if you’re not there and not using it effectively you’re failing your business.
For many clients and consumers Twitter is the first point of call for recommendations, information and, crucially, customer service. If you’re not present you’re missing out in a BIG way.
What’s your plan for using Twitter? If you haven’t got one then you’re wasting your time. And it’s REALLY easy to waste a whole load of time on Twitter!
There are some brilliant businesses getting it spot on, but we could name some equally woeful examples of even big businesses getting it horribly wrong. Ask yourself – “Am I getting anything out of my Twitter time?” If you’re not then something’s not right and it’s time to make a change.
You’re a sales person and Twitter is the perfect sales tool – right?
Wrong, and wronger still if you take a look through your own tweets and see that they’re all a little ‘Me, Me, Me’!
Twitter is a conversation. It centres around dialogue and the sharing of information. It’s not wrong to use it to promote your business – it can be a most efficacious addition to the marketing mix – but it’s critical to give serious consideration to what you’re bringing to the Twitter table…
Twitter is a community filled with individuals. Find your business voice and use it. We’re not saying that is has to be one big joke-fest, but Twitter is a social arena, and a sense of humour is no bad thing – beware though, sarcasm in 140 characters can be tricky…
Remember the old adage – People buy from people – you may be online rather than face-to-face but it’s easy to build meaningful relationships that can build your business and strengthen your brand.
Many people now take to Twitter first to voice a complaint and it’s essential to address these head on. Being defensive, calling on others to berate on your behalf, and attacking will only result in a big, fat #FAIL.
Apply the same Customer Service principles to Twitter as you would to a telephone or face-to-face complaint. Aknowledge in a timely manner and engage, be polite and try to work towards a resolution. Some customers will be happy to continue the conversation privately, others will want to play it out publicly. Either way, it is your approach that will ensure success or failure.