Using Twitter As a Customer Service Tool with Jay Baer
#TwitterSmarter Chat Recap: 1-11-18
Here’s a recap of our fave tweets from this week’s informative and insightful chat. We’d love to hear from you! Please feel free to comment below and share your two cents on these questions.
Today’s #TwitterSmarter chat assignment from @MadalynSklar:
-send out a tweet saying praise to a brand
Bonus: make a video tweet
Our guest @jaybaer suggests we say praise to our favorite brands. Who do you admire? Send them some ❤️#TwitterSmarterAssignment#SpreadTheLove pic.twitter.com/4j67JYWKGi
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 12, 2018
Did you miss yesterday's #TwitterSmarter "after" chat livestream with me and @jaybaer? You can watch the replay here: https://t.co/I9az2NWFL0 pic.twitter.com/wrRok2GxRD
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 13, 2018
Please welcome our guest @jaybaer. Topic: Using Twitter As a Customer Service Tool. #TwitterSmarter pic.twitter.com/ZgksGwtyHU
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
Ask @hootsuite:
We invited our friends from Hootsuite to come on the chat and kick it off by answering one pressing question about Twitter marketing.
Ask @hootsuite: How NOT to use GIFs on Twitter? #TwitterSmarter pic.twitter.com/YQLvZtoBZl
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
1|2 While GIFs are engaging and fun – they can go wrong QUICKLY and can do real damage to your brand’s reputation.
Ask yourself what is happening in it before you send the GIF. If you aren’t 100% on what the context of a GIF is, don’t use it #TwitterSmarter pic.twitter.com/EcNwqhftiN
— Hootsuite (@hootsuite) 11 January 2018
2|2 Two more things to avoid when sharing GIFs:
– Being too casual (when a brand gets too meme-y it can look like this GIF…)
– Posting overly branded GIFs (Keep GIFs fun, try not to smother your GIF in logos or trademarks)#TwitterSmarter pic.twitter.com/ueL0dlHo64— Hootsuite (@hootsuite) 11 January 2018
#TwitterSmarter Chat
Q1: How important is Twitter as a platform for customer service? #TwitterSmarter pic.twitter.com/0XfirXmM30
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A1. Twitter is incredibly important for customer service. For many consumers, it's the new telephone. #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A1 (cont) I tell clients of @convince that if you can't do service well on Twitter, why worry about marketing? #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A1 (cont) And MANY businesses are embracing Twitter service. New airline twitter customer service data: https://t.co/8KJmAr8kvw #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A1: Twitter has become a way to connect with brands concerning issues. I'd rather tweet than pick up a phone. I don't remember the last time I called up a business. I tweet first! #TwitterSmarter https://t.co/xvOhluX1HA
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A1. Twitter is very important because a person can talk to a brand in real time more easily #twittersmarter
— Cheval John (@chevd80) 11 January 2018
A1) #Twitter is the most realtime network out there. It's HUGE for listening and providing efficient service. #twittersmarter
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A1 Twitter is known for quick engagement, which is what customers expect when they want service. #TwitterSmarter
— Jim Katzaman $ #LifeInsurance $ Worker #Benefits (@JKatzaman) January 11, 2018
A1. Users are constantly reaching out to brands via Twitter and other social media platforms. It's a quick and easy way to avoid long wait times with customer service on the phone and get questions answered. #TwitterSmarter
— SourceMedia (@SourceMediaCo) 11 January 2018
A1. Very!
It’s a fast-paced platform on which customers expect to receive in-the-moment information and customer service as needed. #TwitterSmarter pic.twitter.com/VLc0LlKTXI
— Lisa ??? Social Media Manager (@lisaboylesmedia) 11 January 2018
A1) It's incredibly important because EVERYONE gets to see the interaction, which brands can use to their advantage to build trust and loyalty. It also allows people to immediately connect with a brand. #TwitterSmarter pic.twitter.com/WiDQEJs0WI
— Jason Schemmel – Podcaster. Speaker. #GSDChat?️? (@JasonSchemmel) 11 January 2018
A1: I'll go with "Great Rhetorical Questions of the 21st Century" for $500, Alex. #TwitterSmarter #customerservice https://t.co/wUqhmAJpbG
— Dan Gingiss (@dgingiss) January 11, 2018
A1: Um … VERY.
It is critical – and not just to have customer service capabilities on #Twitter, but executing them correctly and NEVER leaving inquiries untouched/unresolved.
Consumers want answers FAST – we need to offer that.#TwitterSmarter https://t.co/gq1AWUPfp8
— Katelyn Brower ? (@BrowerKDnB) January 11, 2018
A1 Because Twitter is public, others can see your engagement and see you care about your customers #twittersmarter
— Toby Metcalf (@Toby_Metcalf) January 11, 2018
A1: Very. It's far easier to tweet at a brand than try and email them. It's the first place I go usually when I have an issue with something. And brands are easier to find and message than on other platforms #TwitterSmarter
— Monique Muro // Proofreading for Online Courses (@MoniqueMuro) 11 January 2018
A1: As a #localgov, we like the instant access & it's built tremendous goodwill w/ our constituents. Why? We've reconfigured our team to provide near 24/7 coverage. How often do you get that kind of responsiveness from your gov't entity? ? #TwitterSmarter https://t.co/oC9AkLvsBm
— Shannah Hayley (@shannahhayley) January 11, 2018
A1: Super important. We've done social data analysis on multiple brands and each time we've seen that a little engagement/support goes a long way for branding. #TwitterSmarter https://t.co/NbV4EqjoyI
— Scraawl (@Scraawl) January 11, 2018
A1: #Twitter is THE #socialmedia channel for Customer Service (putting aside Facebook). It is easy for shout outs and agents can monitor complaints quick and respond on the spot. #TwitterSmarter
— Benny Gelbendorf (@BGelbendorf) 11 January 2018
A1 Twitter's real-time nature showcases people's expectations for customer service response time. #CX #CustomerService #twittersmarter
— Ross Quintana (@Ross_Quintana) January 11, 2018
A1: Twitter is an around-the-clock customer service hotline. More and more people are turning to this platform to voice their questions/complaints/opinions. Brands need to understand this importance. #TwitterSmarter
— Maria Marchewka (@_MariaMarchewka) 11 January 2018
A1: I think it's a great platform for a brand to engage w. their customers in the heat of their moment, when it matters most, at or near time it's happening. A massive opportunity to boost recognition, visibility, trust, satisfaction. #TwitterSmarter https://t.co/DSQiik8Viu
— Chris Santiago (@Chris_Santiago_) January 11, 2018
re: A1 Twitter is incredibly important for customer service. For many consumers, it's the new ?. #TwitterSmarter > Huge opp, since we often call #CustServ when disgruntled & upset—often leading to churn & abandonment. #Twitter helps address issues before they get to that point! pic.twitter.com/F82yCqpAJU
— Ian Gertler ☕️ ? (@IanGertler) 11 January 2018
Q2: How can social media, including Twitter, help you determine what customers really want? #TwitterSmarter pic.twitter.com/AfUfnowvjs
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A2 Proactive listening is so useful. Consumers talk ABOUT brands 30x more than they talk TO them. Monitor trends and opps! #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A2 (cont) Fave is @hiltonsuggests which listens to Twitter and offers travel recos. Or @chilis offering life advice! #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A2 (cont) Set up "anyone know" searches. You'll find amazing opps. Here's one for tires: https://t.co/8KJmAr8kvw #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A2: Listen to your customers. Use the Advanced Search to tune in. Conduct Twitter polls. Find their pain points.
I just used Twitter to ask my community for help with new online courses. I received valuable feedback.
If you ask, they will tell you. #TwitterSmarter https://t.co/7uy9UEL2vH
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A2. You can quickly see what are customer pain points. Then give a solution. #TwitterSmarter
— Gene Petrov // Leadership & Management Consulting (@GenePetrovLMC) 11 January 2018
A2: Take advantage of Social Listening. Check out potential clients online and watch what they share. #twittersmarter
— Laura Denny (@ldcreativemedia) January 11, 2018
A2: Similar to the way customer service is best done over Twitter, customers can give you great feedback here too. We've learned a lot about what we had to add, tweak, or get rid of simply because our customers were tweeting us about it. #twittersmarter https://t.co/VG7AyLLSP4
— SumAll (@SumAll) January 11, 2018
A2) ASK QUESTIONS!!! Social media is one of *the best* ways to get INSTANT market feedback!
Who better to ask than the people you directly want to do business with and get immediate results to incorporate into your strategies???#TwitterSmarter pic.twitter.com/bV4J409VZI— Jason Schemmel – Podcaster. Speaker. #GSDChat?️? (@JasonSchemmel) 11 January 2018
A2) Sometimes the most important things your customers say aren't said directly to you. Social listening can unearth their pain points even when they're not sent to you. And Twitter is ripe with these discussions. #TwitterSmarter
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A2: Social gives orgs unfiltered insight into customer feedback, and into their activity online. Forward-thinking management can capitalize on this to deliver better #cx and to contribute to marketing initiatives. #twittersmarter
— Nicole Scalese (@nicolescalese) January 11, 2018
A2: We can expand our customer knowledge with #SocialListening. Look beyond who tags/DMs you. What are others saying about your brand, your industry, your competitors? Find that out. #TwitterSmarter https://t.co/WYilX050xW
— Katelyn Brower ? (@BrowerKDnB) January 11, 2018
A2: Social media is a goldmine of customer opinions, pain points, needs, wants. Brands just have to be willing to listen, know how to do it and be prepared to address what they discover! #TwitterSmarter
— Trevor (@TrevR) January 11, 2018
A2 Listen, monitor and converse. Twitter is a pool of conversations & opportunities to see where you brand can fit in or deliver the services needed. #TwitterSmarter https://t.co/u6JdreRjhP
— Zala Bricelj (@ZalkaB) January 11, 2018
A2. #TwitterSmarter
It's where your customers and targets are. It's where, via social listening, you can access all the information & feedback around your brand, what people want, need and are looking for. It's where you can see what the competition is doing, etc. https://t.co/DGWWhWSbRH
— Natasha G. (@nplusg) January 11, 2018
A2. Essential
If you don’t know what ur customers want in 2018 it’s because u don’t want to know…Today’s consumers aren’t afraid to tell you what they want and how they want it & AI + Automation often can gather data customers don’t even know they’re sharing! #TwitterSmarter https://t.co/VdNK2diDDn
— Brian Fanzo ?Keynote Speaker (@iSocialFanz) January 11, 2018
A2 Social listening can give you real-time awareness. There are some great tools like @brand24 that will keep you in the loop. If you don't listen you won't hear. #twittersmarter
— Ross Quintana (@Ross_Quintana) January 11, 2018
A2 people are opinionated here and always sharing thoughts! J/k (kinda) people here are most open to convo and answering questions. Listen, ask questions & you learn all you need #TwitterSmarter
— LUCYrk (@LUCYrk78) January 11, 2018
A2
Social media
= INSIGHTSLook
at analytics ?
=
info on:??engagement
??content
??brand reach
ETCSocial
listening ??
=
info on??brand trust
??brand loyalty
??brand image
??audience needs + wants
??market + industry
??competitors#TwitterSmarter pic.twitter.com/RWB3GM1jA0— Gabriela Cardoza (@CardozaGab) January 11, 2018
A2. Do more listening than talking. Your customers will tell you what they love — and can't stand — about your products, service, and experience. Any good analytics tool can help you derive insights from this free listening channel. #TwitterSmarter https://t.co/b7mop5v40e
— Dan Gingiss (@dgingiss) January 11, 2018
Q3: What are some ways you can use Twitter to set and exceed customer expectations? #TwitterSmarter pic.twitter.com/oS7ExYtZOe
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A3 Because customers are expecting Twitter support, include your "open" hours in your bio! And if you have multiple accounts, explain them in bio too. See @mcdonalds bio. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A3 (cont) and you can exceed expectations by sending video when customers expect text! #TwitterSmarter pic.twitter.com/k1sUkGc3M4
— Jay Baer (@jaybaer) January 11, 2018
A3 (cont) @carlosgil83 is right. Twitter is key for support because on here, customer service is a SPECTATOR SPORT! #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A3: The best way to exceed customer expectations is to reply to all questions and issues as fast as you can. Preferably within 30-60 minutes. Faster is even better! We live in a world of RIGHT NOW. We want it fast and now. #TwitterSmarter https://t.co/k8JOW0X4fG
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A3: One simple way is to listen and respond/surprise people who may be talking about you/your brand but not directly tagging you #TwitterSmarter
— Trevor (@TrevR) January 11, 2018
A3: Respond quickly. Don't refer people to call a help-desk. Actually solve the problem online. #twittersmarter
— Tim Lewis @ Stoneham Press (@StonehamPress) 11 January 2018
A3) Set expectations by disclosing that you provide service on #Twitter and during which hours. Meet & exceed expecations by being prompt and helpful + following up. #TwitterSmarter #cx
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A3: It's all about transparency. When you're authentic and stick to your brand's overall message, your audience will see you as trustworthy and genuine. #TwitterSmarter
— Flying Cork (@flyingcorkpgh) 11 January 2018
A3) Respond to as many tweets as your team can handle. Be transparent, but also remember to be personable! People love it when a brand acts like a human, not a robot. Show some personality as long as it's in line w/ the company "voice" ?#TwitterSmarter pic.twitter.com/EXPD22yKM2
— Jason Schemmel – Podcaster. Speaker. #GSDChat?️? (@JasonSchemmel) 11 January 2018
A3: Successful brands surprise and delight, offering real value either with informative or amusing content, contest, deals, etc. The best thing you can do to exceed customer expectations is to be available 24/7 and empathetic b/c #consistency can be so rare #TwitterSmarter ? https://t.co/UdqIAYxpxA
— Scraawl (@Scraawl) January 11, 2018
A3: Twitter is the easiest social platform to reach out to someone—you just need to know their handle. You can follow up with a customer, send random greetings, add them to a list (I got added to Auntie Anne's "Pretzel Fam" list and feel like a rock star!). #TwitterSmarter
— Danielle Mamagona (@PokeyLuWho) January 11, 2018
A3: Be proactive in communicating via Twitter. Build engagement by reaching out to customers, participating in conversations, and regularly posting info that will help your customers. They'll know you're on social to help them and engage more often. #twittersmarter
— Nicole Scalese (@nicolescalese) January 11, 2018
A3. RIGHT-TIME engagement is key to not getting overwhelmed by real-time….
Too often customers just want to know they’re voice is heard…
You don’t have to know the answer right way or reply to everything but you do need to acknowledge the customers voice! #TwitterSmarter https://t.co/rL4DMDHpb5
— Brian Fanzo ?Keynote Speaker (@iSocialFanz) January 11, 2018
A3. You can show that you consistently show up. Being there is a huge part. But then also address the problem in an empathetic way. #TwitterSmarter
— Gene Petrov // Leadership & Management Consulting (@GenePetrovLMC) 11 January 2018
A3: Here are some simple ones:
1. Make sure your account is set up as "Responsive"
2. Display your #customerservice hours clearly
3. Empower your agents equally across service channels#TwitterSmarter https://t.co/HHgkwSfX6p— Dan Gingiss (@dgingiss) January 11, 2018
A3 Twitter still has the ability to amaze customers because they expect real-time responses but don't think brands will deliver. Spoils go to those who do. #twittersmarter
— Ross Quintana (@Ross_Quintana) January 11, 2018
A3. #TwitterSmarter
Through Social Listening, you can respond to people talking about your brand, to engage with them, to resolve any issues, and to show that human factor that makes a brand approachable and appealing. @cinnabon is a good example. https://t.co/jFke2qVSde
— Natasha G. (@nplusg) January 11, 2018
Q4: How can you use Twitter to increase customer satisfaction with your biz or brand? #TwitterSmarter pic.twitter.com/QOcdrDqfsQ
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A4 (cont) Our buddy @dangingiss (who is in today's chat and co-hosts the amazing Experience This! Show) is the star of the book for the work he did at @discover to make them FASTER at Twitter responses. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A4 Sounds basic but the best way to delight customers on Twitter is to actually ANSWER them. Doing so increases advocacy by 25% per research in my book, Hug Your Haters. #TwitterSmarter https://t.co/eXetLlMGyz
— Jay Baer (@jaybaer) January 11, 2018
A4 (cont) Most important criteria: 1. answering customers 2. answering fast 3. providing actual assistance, not the runaround #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A4: Yes, as @jaybaer said: answer them. It's really that simple. Be present. Be transparent and real. Get someone on the team to reply to as many tweets with videos as you can. #TwitterSmarter https://t.co/WHw7LM1jnI
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A4) Share content that will be useful to your customers (think DIY or FAQs). Then make sure to be responsive and proactive when they care enough to talk to you.? #TwitterSmarter #custserv
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A4: It may sound simple, but always answer #custserv issues/inquiries. All you need is one bad apple to spoil your reputation. #TwitterSmarter https://t.co/W4PVbRjhme
— Katelyn Brower ? (@BrowerKDnB) January 11, 2018
A4. Not only should you respond to all inbound-messages, you should resolve the issues and communicate clearly whilst doing so. Ideally, also circling back at a later date to see whether they were happy with the results too! #TwitterSmarter pic.twitter.com/fyNwhIzP11
— Lisa ??? Social Media Manager (@lisaboylesmedia) 11 January 2018
A4: Reach out to customers when they're in a good mood, not just when they're complaining! #TwitterSmarter
— ?JMatt (@JMattMke) January 11, 2018
A4 always reply FAST. Listen, and find ways to solve pain points before consumers realize they’ve got them #TwitterSmarter
— LUCYrk (@LUCYrk78) January 11, 2018
A4. Be proactive about asking key questions like how can we do better next time? (even if there is no problem) be quicker to understand how you can improve customer satisfaction. #TwitterSmarter
— Gene Petrov // Leadership & Management Consulting (@GenePetrovLMC) 11 January 2018
A4 Twitter + Video Reply = amazing quality customer service! It is so personal and an easy way to connect, either in a tweet or a direct message with customers, or anyone with whom you want to build a relationship. #TwitterSmarter https://t.co/jGsH457mKo
— Melissa Reyes @MizMeliz Delivering Inspiration (@MizMeliz) January 11, 2018
A4 Use Twitter to inform, engage and connect with your customers
Go beyond the initial conversation and follow up
Use social listening to find the right conversations
Anticipate their needs
Make yourself part of their life!#twittersmarter pic.twitter.com/t1dzHMK9yS— Nicholas Thickett (@NThickett) January 11, 2018
A4 Businesses should be hoping to find dissatisfied customers, then you can publicly solve their issues and show you care. #twittersmarter
— Ross Quintana (@Ross_Quintana) January 11, 2018
A4 Say "Thank you" "I'm Sorry" "I apologize" #twittersmarter
— Toby Metcalf (@Toby_Metcalf) January 11, 2018
A4: By responding on Twitter you create a new touchpoint with your customers. Don't have generic responses, respond at times with GIF's or Meme's to lighten the mood and personalize your brand to each consumer. #TwitterSmarter https://t.co/YvGgBr4isI
— Ryan Bennion (@RyBen3) January 11, 2018
A4: If Twitter is a common way for customers to reach out to your brand, let them know WHEN you're actively engaging. Tweeting a brand on a Friday and not getting an answer until Monday is a letdown, unless you know the brand doesn't work on weekends. #TwitterSmarter
— Danielle Mamagona (@PokeyLuWho) January 11, 2018
A4: Twitter has become one of the easiest ways to connect instantly with your customers at scale. Build the brand relationship and reputation by thinking audience first. They'll show you the direction of the brand.#TwitterSmarter
— Jeff Higgins Needs A Pair Of Auto-Lace Nike's (@ItsJeffHiggins) January 11, 2018
A4
How to
Increase
customer satisfaction
w/ Twitter…?? Listen
?? Engage
?? Ask aud. what they want
??Offer value
??Personalize interaction
??Use Polls
??Use analytics to better efforts
??Be consistent?? fav:
FOLLOW UP
w/ customers!#TwitterSmarter pic.twitter.com/Fw8I1X5hcA— Gabriela Cardoza (@CardozaGab) January 11, 2018
Q5: How can Twitter help you amplify the word-of-mouth for your biz or brand? #TwitterSmarter pic.twitter.com/ZimqPX121n
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A5 Certainly, because of the spectator effect, EVERY customer interaction here CAN amplify your brand by creating word of mouth. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A5 (cont) To increase chances of Twitter-fueled word of mouth, be super fast; be super personal; do something unexpected. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A5 (cont) My new book is called Talk Triggers: The complete guide to cloning your customers with word of mouth. Out Oct. 2. Will talk a lot about why "same is lame" and you have to do something different to stand out on Twitter (and everywhere)! #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A5: By being responsive. Some brands totally get this. The ones that aren't need to step it up. It will increase your word of mouth.#TwitterSmarter https://t.co/4Li5XuIDGE
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A5 Good service turns customers into advocates and they will sing praises of your brand / product / service #twittersmarter
— Toby Metcalf (@Toby_Metcalf) January 11, 2018
A5 Create conversations then quote + retweet to your audience
Simple incentives for UGC
Share your audiences top content
BUILD YOUR COMMUNITY!#twittersmarter pic.twitter.com/6qrYfOthug— Nicholas Thickett (@NThickett) January 11, 2018
A5. If you are giving value to your customer's pain points, then they will amplify your brand because they see you care about them #twittersmarter
— Cheval John (@chevd80) 11 January 2018
A5 Word-of-mouth comes down to two things: How compelling the value of your product/service is, and the experience they have had with your brand. #twittersmarter
— Ross Quintana (@Ross_Quintana) January 11, 2018
A5) Assuming you're working right to generate love in the first place, #Twitter is the ultimate megaphone. Hashtags, searches, lightning fast engagement opportunities. Amplification all over the place. 🙂 #TwitterSmarter
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A5: Tap into #InfluencerMarketing or have employee #brand ambassadors. Both are great tactics to get your brand and products out there without you over-selling your biz. #TwitterSmarter https://t.co/hEzWuQR7LY
— Katelyn Brower ? (@BrowerKDnB) January 11, 2018
A5: Conversations! Participate in communication surrounding your products or services, and drive regular engagement. #twittersmarter
— Nicole Scalese (@nicolescalese) January 11, 2018
A5: Employee Advocacy can extend the reach of brand posts to prospects. Influential bloggers & journalists can be reached here through tagging and hashtags when other channels are harder. #TwitterSmarter https://t.co/d5or4WPJgI
— Stacey DePolo – save #NetNeutrality (@sdepolo) January 11, 2018
A5: The best thing about twitter is the ease of retweeting and quoting tweets. You amplify your brand by building relationships that share your voice to their followers.#TwitterSmarter
— Jeff Higgins Needs A Pair Of Auto-Lace Nike's (@ItsJeffHiggins) January 11, 2018
A5. Positive testimonials of your product/service from happy customers are viewed as more credible pieces of content, and is available as authentic content you can share too. #TwitterSmarter pic.twitter.com/UKxis3KWAb
— Lisa ??? Social Media Manager (@lisaboylesmedia) 11 January 2018
A5: People talk about brands ALL the time, and if you're doing it right, they'll talk about yours. If you're an active brand on Twitter, people will tell their friends they can expect help and/or engagement from your brand. #TwitterSmarter
— Danielle Mamagona (@PokeyLuWho) January 11, 2018
A5. #twittersmarter
Through engagement, offering valuable content, a GOOD and POSITIVE experience and service, earning trust and building/solidifying strong relationships with your audience, they will essentially become your brand ambassadors, evangelists if you will. https://t.co/vE3XVF5SNk
— Natasha G. (@nplusg) January 11, 2018
A5: Great material and good news travels like wildfire: it creates positive buzz/word of mouth about you/your business. People talk and assist us after becoming raving fans. #TwitterSmarter
— Jeremy Murphy (@jeremypmurphy) 11 January 2018
Q6: What are your top tips for using Twitter for proactive customer service? #TwitterSmarter pic.twitter.com/Ja4itUVMfx
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A6 If you KNOW something is amiss, make sure you tell your customers about it on Twitter, and PIN IT! #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A6 (cont) And if you have multiple accounts, and something "big" happens, don't just talk about it on your official "support" handle. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A6 (cont) In general I feel companies make customers hunt too much for the "right" twitter handle sometimes. @dangingiss agrees! #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A6: Use these Twitter features – pinned tweet, Moments, video. Simple, yet effective. #TwitterSmarter https://t.co/3LqYqrWpvw
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A6 Show empathy and DO NOT use canned responses #twittersmarter
— Toby Metcalf (@Toby_Metcalf) January 11, 2018
A6.
Remember,
SILENCE
SPEAKS.(The absence of
a response
can say a lot
about your brand!)#TwitterSmarter pic.twitter.com/CrbWRth77d— Gabriela Cardoza (@CardozaGab) January 11, 2018
A6. Make it a core function of your Customer Experience team, and upskill as necessary.
Educate on the brand risks of poor CX on social media and provide guidance on how to prevent this.#TwitterSmarter pic.twitter.com/WFF9QewhzV
— Lisa ??? Social Media Manager (@lisaboylesmedia) 11 January 2018
A6: Always be listening.
It could be a complaint or a compliment but it all matters for your brand. Remember that your brand IS your audience and customers. They just want to feel heard or like they've made a difference.#TwitterSmarter— Jeff Higgins Needs A Pair Of Auto-Lace Nike's (@ItsJeffHiggins) January 11, 2018
A6:
1 – Listen
2 – Be human
3 – Be honest
4 – Be responsive#TwitterSmarter https://t.co/SCCtuOj00w— Shannah Hayley (@shannahhayley) January 11, 2018
A6. Be better at listening & responding. Even the native twitter tools can tell you a lot
– TweetDeck
– Twitter Advanced Search
– Twitter analytics #TwitterSmarter— Ai Addyson-Zhang, Ph.D ? Edu Tech Evangelist (@aiaddysonzhang) January 11, 2018
A6: Engage, use searches, respond quickly, follow up, direct to other resources for customer, thank customer, and follow. One of my favorite companies to follow is @Dish. Quick to respond! They follow me and know I like #KUbball. Makes it fun! #TwitterSmarter
— John Haverty (@havertyj) 11 January 2018
A6. #ShowUCARE
Show you care for the customer before they want you to care…. #TwitterSmarter https://t.co/Rf8ebnoP9n
— Brian Fanzo ?Keynote Speaker (@iSocialFanz) January 11, 2018
A6: Use listening tools to monitor hashtags related to your brand and services offered.
You should also have a plan for how to handle negative feedback.
When you can, resolve the issue ON Twitter – have them DM you. But if they reach out here, help them here. #TwitterSmarter
— ?JMatt (@JMattMke) January 11, 2018
A6 Be proactive and solve problems before they start
Be an asset that's part of people's lives
Make it a fun experience
BE consistent
Respond quickly and effectively… only the right info!#twittersmarter pic.twitter.com/eSujM3OHt0— Nicholas Thickett (@NThickett) January 11, 2018
A6: Twitter is the BEST connector tool out there. It helps you find your community, engage and go to another platform if necessary for more info. But it all starts on Twitter #TwitterSmarter
— Janette Speyer (@JanetteSpeyer) 11 January 2018
A6: Pin your best strongest tweets and rotate them (store them in a Twitter Moment to allow you to rapidly rotate them). Answer some customer Q&A regularly. Use live video. Be present where/when people need us. Listen attentively and respond. #TwitterSmarter
— Jeremy Murphy (@jeremypmurphy) 11 January 2018
A6. Be Social! #TwitterSmarter
B uild #Relationships
E ngageS how Respect
O ffer Help
C reate Value
I nspire
A lways Connect
L earn More https://t.co/ioWuOhTQnv— Chris Cason (@ChrisRCason) January 11, 2018
A6. Boost positivity not only self promotion; drive with effort in engagements, aim to bring value, solve problems, delight & celebrate your customers wherever they are in their journey. Recall @KITKAT and that college kid? Awesome win. #Twittersmarter pic.twitter.com/YXaaW243ar
— Chris Santiago (@Chris_Santiago_) 11 January 2018
A6: ALLOCATE RESOURCES! Give your team, or even just yourself, the time to be accessible and engaging. The “pros,” and the brands we know and love so much, make this decision at a high level and it pays off. #TwitterSmarter https://t.co/JA98L1EZQU
— Chris Strub #SMMW18 (@ChrisStrub) January 11, 2018
Q7: How can Twitter help you in a crisis situation? #TwitterSmarter pic.twitter.com/OZ3ZT0IfsM
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A7 You mentioned it a second ago, @madalynsklar. Definitely Pin in a crisis and USE VIDEO! In a crisis, humanization takes on added importance. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A7 (cont) @SouthwestAir did a great job with video (Facebook LIve) during a crisis #twittersmarter https://t.co/FQYjNFSjqR
— Jay Baer (@jaybaer) January 11, 2018
A7 (cont) Also, if you screwed up, admit it. Too much "apology allergy" right now in companies!! #TwitterSmarter https://t.co/5l4AaD6rkz
— Jay Baer (@jaybaer) January 11, 2018
A7: @jaybaer and I are the same on this. Pin and video. Two powerful, effective features on Twitter. #TwitterSmarter https://t.co/pOHZGldE39
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A7: As a way of "pre-butting" enquiries and issues which would cause a mass of calls with informational tweets #twittersmarter
— Tim Lewis @ Stoneham Press (@StonehamPress) 11 January 2018
A7) #Twitter is the social news room. Find and share realtime updates during a crisis. Quickly respond to those needing assistance. #TwitterSmarter
— Convince & Convert (@convince) January 11, 2018
A7: Twitter is where a lot of people go to discuss and discover breaking news, so sharing your message(s) there during a crisis can be a critical component of the strategy. Not to mention the 1:1 #custserv engagements #TwitterSmarter
— Trevor (@TrevR) January 11, 2018
A7: Companies can use Twitter as their real-time broadcast platform to give minute-to-minute updates in a crisis. #TwitterSmarter https://t.co/21e8bPLiPf
— Darcy De Leon ??? Blog Editor (@darcydeleon) January 11, 2018
A7: Depending on the amount of followers and size of your brand, you can get your response to a crisis out fast to your customers.
You can also extend the life of your tweet by pinning it to your profile! #TwitterSmarter
— ?JMatt (@JMattMke) January 11, 2018
A7: When you are the Customer, it is usually the quickest way to get a response. When you are the brand, engaging with the tweet as quickly as possible (even if the initial contact isn't a solution) shows that you're there and ready to resolve the issue. #TwitterSmarter
— Danielle Mamagona (@PokeyLuWho) January 11, 2018
A7 Twitter gets the word out fast, especially to the news media. When there's a crisis, Twitter is the first go-to placed for information. #TwitterSmarter
— Jim Katzaman $ #LifeInsurance $ Worker #Benefits (@JKatzaman) January 11, 2018
A7: Shoutout to @TwitterGov. Twitter has become THE BEST crisis response tool in our toolkit for public information. Our social team is part of (& helped write relevant sections) our #localgov emergency protocol. #TwitterSmarter https://t.co/SG6AAbjs8E
— Shannah Hayley (@shannahhayley) January 11, 2018
A7: Most people will respond right away in case of a crisis or emergency. Don't be afraid to ask for help. Use video. Pin the tweet asking for help at least for the length of the crisis. Do a tweet thread about it (pin the thread). #TwitterSmarter
— Jeremy Murphy (@jeremypmurphy) 11 January 2018
A7: Use Twitter to update the public on the situation. Keep current. Reduce rumors. Quickly respond and share (RT) answers to common questions. #TwitterSmarter
— John Haverty (@havertyj) 11 January 2018
A7: Not quite a “crisis,” but I was using Twitter as recently as 90 minutes ago to mine information about a massive delay affecting @Amtrak and @NJtransit out of Penn Station — same tactic I use with any breaking news. #TwitterSmarter https://t.co/WHQKyNeyRb
— Chris Strub #SMMW18 (@ChrisStrub) January 11, 2018
A7. Social listening can help to catch a crisis situation early, and either nip it in the bud or prepare response in a timely fashion.
It also offers in-the-movement transparency for customers.
But strong internal comms is needed for alignment across your team! #TwitterSmarter pic.twitter.com/BjaIkDmpvP
— Lisa ??? Social Media Manager (@lisaboylesmedia) 11 January 2018
A7: The companies that proactively get out in front of crisis situations tend to win on #Twitter. Here's an example of @united getting it right (this is before the man-dragged-off-a-plane incident): https://t.co/ydtm2FUD8C #TwitterSmarter https://t.co/5vOkjGBVe0
— Dan Gingiss (@dgingiss) January 11, 2018
A7. If you can respond quickly to a customer's question when crisis hits here like @SlackHQ did, you diffuse the crisis #twittersmarter
— Cheval John (@chevd80) 11 January 2018
A7 Within minutes of the power going out at 3am the other day, the local power place had updates and kept updating everyone throughout the entire process. It was very helpful! #TwitterSmarter
— SEO.com (@seocom) 11 January 2018
Q8: How can small businesses stay on top of customer interactions on Twitter? #TwitterSmarter pic.twitter.com/zDyeX5u47x
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A8 It's all about roles. I don't care what size your business is, SOMEBODY must be paying attention at all times. Put it on your calendar and dive in with proactive listening + responses. It's like going to the gym or eating. Daily requirement. #TwitterSmarter
— Jay Baer (@jaybaer) January 11, 2018
A8 (cont) and set up alerts to ping you when your small business is mentioned directly. #twittersmarter
— Jay Baer (@jaybaer) January 11, 2018
A8: I primarily use Twitter and @hootsuite. #TwitterSmarter https://t.co/pTAsdl3Slh
— Madalyn Sklar ? Speaker. Podcaster. Chat Host. (@MadalynSklar) January 11, 2018
A8. Both small and large businesses need to be listening on twitter – for their own company (respond quickly) & on their competition (stay informed). #twittersmarter
— carrie maslen (@carriemaslen) January 11, 2018
A8: Try to respond daily to interactions and mentions. If there will be a delay in responding due to business event or emergency, tell people in advance. THANK your customers! (especially when they least expect it) #TwitterSmarter
— Jeremy Murphy (@jeremypmurphy) 11 January 2018
A8) Start by budgeting like they appreciate the power & necessity of social & Twitter. Allocate time & money for staffing and tools. Empower #custserv pros to *really* solve problems without unneccessary red tape. #TwitterSmarter
— Christin Kardos ✌️CMGR + Backseat Harley Rider (@ChristinKardos) January 11, 2018
A8: Very good question! I do not think small businesses rely on social media at this point. Some do … yes, but many are not there yet. I look for small business on Twitter and often surprised to see no social presence. Balancing act to work and social media? #TwitterSmarter
— John Haverty (@havertyj) 11 January 2018
A8. They can use social listening softwares like @hootsuite @SproutSocial to keep an eye out for conversations #twittersmarter
— Cheval John (@chevd80) 11 January 2018
A8: Set customer service hours and publicize them on your account. This allows customers to see when you're online so they know when to expect a response. #TwitterSmarter
— Express Writers (@ExpWriters) January 11, 2018
A8. Leverage tools like @hootsuite @SproutSocial or @TweetDeck to create custom notifications & columns for engagement and brand mentions….
Trust & train your community managers to act at the right-time to eliminate the delay and back and forth! #TwitterSmarter https://t.co/pZIoWYGOg8— Brian Fanzo ?Keynote Speaker (@iSocialFanz) January 11, 2018
A8:
Step 1) create an account
2) check notifications daily
3) reply…there really doesn't have to be much more to it than that! But it's a great place to start! #TwitterSmarter https://t.co/vYq9P2JPC0
— ?JMatt (@JMattMke) January 11, 2018
A8: Directly invite them to include you as you want to be available to serve them. This way they proactivly notify you! #twittersmarter
— Dan MacDougall (@Dan_MacDougallx) January 11, 2018
A8: Use tools to stay on top of brand mentions, or if you can, hire someone to monitor them and promptly respond. Also, speaking of tools, I've heard a few mentioned – what are the best for monitoring your mentions? #TwitterSmarter
— Monique Muro // Proofreading for Online Courses (@MoniqueMuro) 11 January 2018
A8. I love using awesome tools such as @TweetDeck @Talkwalker @hashtagify => free and awesome. #TwitterSmarter
— Ai Addyson-Zhang, Ph.D ? Edu Tech Evangelist (@aiaddysonzhang) January 11, 2018
A8: Engage, Engage, Engage.
*Publish articles for the benefit of your customers (how to utilize your product / services best).
* survey customers on level of service
* Pop up & wish: happy birthday / holiday / anniversary / everything you can come up with#TwitterSmarter— Benny Gelbendorf (@BGelbendorf) 11 January 2018
A8. By following branded hashtags, monitoring conversations from trade shows, fielding #custserv queries. And constant authentic engagement with customers. #TwitterSmarter
— Janette Speyer (@JanetteSpeyer) 11 January 2018
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow me at @MadalynSklar. I’m also available for one-on-one and group coaching and consulting. Get details here.
Be sure to join us every Thursday on Twitter at 1pm ET at hashtag #TwitterSmarter.
