I had personally joined twitter more than a year & half back but was not an active user of the account then. Initially, I just used to read updates from the people whom I was following & then slowly got into posting my updates too. In fact I became totally active (rather addictive ) almost after six months of opening my account & the more involved I got into this the more I realized the power of it. Very soon I opened an account on behalf of the company where I work & started tweeting about the updates of my company. Well, what started just as an update mechanics is now converted into a full-fledged customer interaction medium. I’m totally amazed at the viral effect & the potential of this medium from promotion & customer engagement point of view. I occasionally keep on reading about twitter & it’s phenomenal growth etc., but based on my personal experience with twitter I think I have come to a conclusion that this medium is definitely a must for every new age marketer who wants to be in touch with his net savvy (or shall I say tweet-savvy) customers. Here is why:
- Creating & Tracking Brand Buzz: I have found twitter to be one of the best mediums for being updated with what people are writing about your brand. I’ve used other popular alert services including the ones for twitter too but I find the “search” option on twitter to be really a smart way of being updated about “at the moment” buzz of your brand. It surely gives a real time insight into your customer satisfaction, dissatisfaction, needs & gaps of your service.
- Word Of Mouth (Or Tweet of mouth ) : While a negative tweet definitely harms your image but a positive tweet followed by different retweets surely leads to excellent word of mouth marketing. There is this one guy who was having problems with our service, I read his negative tweet which he had written just 2 minutes ago, I immediately escalated it to our internal service delivery head & in next 5 minutes the guy got a call from our service head. The guy got so impressed that he immediately tweeted about the power of twitter w.r.to. customer service. In next 15 minutes when his problem was solved he ensured to mention the prompt action taken by our company in so many tweets of his and was all gaga about the service attitude & brand promise of our company. Thanks to all his retweets which gave us a positive boost to our brand that day. After that my SD head ensures to search for keywords related to our service every 2 hours
- Competition Tracking: If your competitor is also active on twitter, then toh wah bhai wah! Isko kehte hai chandi ho jana! Easiest & fastest way to be abreast with what competitors are doing as well as how many customers are dissatisfied by your competitors is to search your competitor related keyword in twitter. I’m telling you it’s a very effective medium for competitive taka-jhaki
- Customer Feedback / Suggestions: It’s definitely a very quick medium to seek feedback before any new launch or for announcing any new update / feature / product etc. And thanx to tweet-savvy customers they give you some very genuine feedback immediately.
- Potential Targetting: Highly effective medium to reach out to potential customers too, check out who is looking out for your kind of service & reach the potential TG in a smart way.
Serious word of caution: When I say it’s an effective medium for marketers to promote & engage, this does not mean it should be used as a free tool for SPAMMING. Beauty of twitter is that twitter users till date DETEST spamming a lot. So, don’t go ahead posting only URLs or your service related promotions. You’ll only lose the interest of your followers & it just takes a few micro seconds to “unfollow” your brand. If it is fast method to engage, it is equally fast to un-engage. So, think again before you start abusing this medium. Key is to interact, talk, engage personally & tweet something which your followers can look forward too . If you’ve captured the attention, you can definitely promote your brand in a more involved way.