Customer Experience and Twitter with Dan Gingiss
#TwitterSmarter Chat Recap: 6-14-18
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.
This week’s #TwitterSmarter chat assignment from @dgingiss:
✍️ Send "Thank You" tweets to your favorite brands. Let us know which ones respond back and how quickly.#TwitterSmarterAssignment
See next tweet for video recap ?? pic.twitter.com/o9seHPUfx4
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
Watch the #TwitterSmarter “after” chat replay:https://t.co/ypXUIrbfDI
Go to the 30:06 mark in the video to hear @dgingiss and I talk about the #TwitterSmarterAssignment. pic.twitter.com/VsMMiXObht
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
Please welcome our guest @dgingiss. Topic: Customer Experience and Twitter. #TwitterSmarter pic.twitter.com/dB9NRjhVBc
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 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: What are the best ways to use Twitter video? #TwitterSmarter pic.twitter.com/qureuRMBOt
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
1|2 You can use video a number of ways. One example is to send a reply! Even #VideoReplyDay is a thing ? (We had a video filmed for this but it doesn’t seem to be working. Whoops!) #TwitterSmarter pic.twitter.com/2WEDlmXKff
— Hootsuite (@hootsuite) June 14, 2018
2|2 You can also share teasers or educate via video. A quick informational video can get your audience excited, you just need to get started! #TwitterSmarter pic.twitter.com/dyWj7UB1dk
— Hootsuite (@hootsuite) June 14, 2018
#TwitterSmarter Chat
Q1: What is Twitter’s role in the customer experience? #TwitterSmarter pic.twitter.com/l3dp5I2IQr
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A1a: Twitter has become crucial to the #customerexperience because customers are more willing than ever to share their experiences publicly with friends and followers. #TwitterSmarter https://t.co/3Hujiy4zEa
— Dan Gingiss (@dgingiss) June 14, 2018
A1b: A quick scan of a the “Tweets And Replies” stream of any brand gives a prospect a pretty good idea of what it’s like to do business with that brand. #TwitterSmarter https://t.co/3Hujiy4zEa
— Dan Gingiss (@dgingiss) June 14, 2018
A1c: Twitter is also a terrific customer listening tool for companies to better understand what they’re doing well, what needs to be improved, and what their customers want (new products, etc.). #TwitterSmarter https://t.co/3Hujiy4zEa
— Dan Gingiss (@dgingiss) June 14, 2018
A1d: How (or if) brands respond to customers on Twitter also contributes to the overall customer experience. Speed of response matters a lot as well. #TwitterSmarter https://t.co/3Hujiy4zEa
— Dan Gingiss (@dgingiss) June 14, 2018
A1: Twitter has become so vital to brand's customer service. So many of us turn to Twitter to sing praise and to also complain. It's more important than ever to offer a great customer experience on Twitter. #TwitterSmarter https://t.co/BErw7SJpbZ
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A1: It's the starting point. With so many people taking to social media—and Twitter, in particular—to rant and rave about a product, it's the first point of contact with a brand.
Customer service on Twitter can make or break a brand's reputation. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A1: well, twitter is a great place for brands to listen to what customers share about their experience (shopping online or at the store). this social listening can help brands to improve the customer experience and to help the customers #twittersmarter
— Joana Rita Sousa ? ???️? (@JoanaRSSousa) June 14, 2018
A1: Twitter is a great place to initially view a brand, get a sense of who they are, and engage with them! #TwitterSmarter
— Tamara (@itstamaragt) June 14, 2018
A1: I treat Twitter as the go-to customer service & engagement platform. The real-time aspect of this platform, if used correctly, can give consumers' the immediacy from brands that they crave! #TwitterSmarter
— Maria Marchewka (@_MariaMarchewka) June 14, 2018
A1. It should be the front line. People will be seeking ways to get in contact with your brand or company quickly. Twitter is the first place many people go. Especially to vent their wrath. #TwitterSmarter
— Gene Petrov Adoptive Dad of Triplets ?????? (@GenePetrovLMC) June 14, 2018
A1: I think that depends on how your audience uses Twitter! For me, it's more about developing awareness & thought leadership; my clients don't go here for support. If you're a large consumer brand, it's about response, response, response! #TwitterSmarter https://t.co/HyXQa8XJzO
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A1
Social Media including Twitter can become your best #customerservice tool, when used correctly. You can respond quickly, you can move the convo to DM and transparency shows your brand values and style of comms – so use it wisely #TwitterSmarter https://t.co/xMFMrsEsfs— Zala Bricelj (@ZalkaB) June 14, 2018
A1) Twitter plays a huge role in the customer experience. Customers are taking to Twitter to describe their pleasant/negative experiences with a brand or business.
Twitter has the ability to be a great #customerservice tool as long as brands stay on top of it #TwitterSmarter
— Kayla Ireland (@kayla_irelandd) June 14, 2018
A1. Twitter is maybe the best social media outlet for providing extra insight into products. This is maximized by the power of influencers and brand ambassadors, who can have a great deal of impact on consumers. #TwitterSmarter
— Dale Griffen (@dalegriffen) June 14, 2018
A1.
– It is fast and real-time nature plays an excellent role in customer service.
– when people contact you on twitter especially if they have a problem, they want a response within an hour.
– i lOVE using twitter when my flight is canceled or delayed #TwitterSmarter https://t.co/BbUzfKRKmt
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
A1-b: Yes, I’m #TwitterSmarter -ing at this @Wendys because, over time, their wit, their personality, their dedication to customer service here on Twitter has brought their brand back to my top of mind. (And their burgers are pretty dang good.) pic.twitter.com/dMgM19tYPX
— Chris Strub (@ChrisStrub) June 14, 2018
A1. Twitter is often the place where people come to vent their opinions and share about their experience. Brands should be there listening & responding, as everyone else can see their reaction (or lack of it). #TwitterSmarter https://t.co/0vfeBJffFz
— Lenka Koppová (@lenkakopp) June 14, 2018
A1. The platform provides a way for customers to directly speak to brands about their problems or concerns, and on the other end, brands can quickly address those issues. #TwitterSmarter
— SourceMedia (@SourceMediaCo) June 14, 2018
Q2: How can brands determine which experiences will get shared on Twitter? #TwitterSmarter pic.twitter.com/O1j5FttDxN
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A2a: I have developed a very simple equation to determine which experiences get shared (I promise there will be no math). It is: EXPECTATIONS + EMOTIONS = WILLINGNESS TO SHARE | #TwitterSmarter pic.twitter.com/L3tf8rhKmd
— Dan Gingiss (@dgingiss) June 14, 2018
A2b: When companies exceed expectations, they make customers happy, and those customers are highly likely to share that positive #customerexperience. This is because, unfortunately, exceeding expectations is still rare! Huge opportunity for brands. #TwitterSmarter https://t.co/Dgrj1MAtrJ
— Dan Gingiss (@dgingiss) June 14, 2018
A2c: When companies meet or barely meet expectations, there is no emotional response (or “meh” as millennials might say) so therefore no incentive to share. #TwitterSmarter https://t.co/Dgrj1MAtrJ
— Dan Gingiss (@dgingiss) June 14, 2018
A2d: When companies miss expectations, they make customers sad or angry, and those customers are very likely to share that negative #customerexperience in social media. They are either looking for sympathy, want to embarrass the brand, or want a resolution. #TwitterSmarter https://t.co/Dgrj1MAtrJ
— Dan Gingiss (@dgingiss) June 14, 2018
A2e: Here is the full equation that determines which customer experiences will get shared on social media | #TwitterSmarter pic.twitter.com/g5wOeJeGEi
— Dan Gingiss (@dgingiss) June 14, 2018
A2 well, having the # all over the website or at the store is a way of telling customers "hey, share your experience with the world". #twittersmarter
— Joana Rita Sousa ? ???️? (@JoanaRSSousa) June 14, 2018
A2: People share content they can relate to. When something makes them react—in a positive or negative way—they want to share that experience with others. Also visual and useful content. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A2. They can’t stop it completely, but then can take steps to ensure it’s more positive than negative!
Quick response times, clear (& helpful) tone of voice, transparency and honesty are all essential. Acknowledging a bad experience is also important. #TwitterSmarter pic.twitter.com/W0weQPXWQH
— Lisa ???? I like big gifs & I cannot lie (@lisaboylesmedia) June 14, 2018
A2) You could have a separate twitter account for help/support. I can see two sides to that. Sure, it keeps the ‘complaints’ away from the brand account but it also keeps away the compliments too. #TwitterSmarter https://t.co/tyTFFnBqLw
— Jim Carter (@MSLJim) June 14, 2018
A2: I think it's all contingent on what their target audience responds to best. Your audience is the judge and the jury on your content. They help you understand what it is they want to consume! #TwitterSmarter
— Maria Marchewka (@_MariaMarchewka) June 14, 2018
A2: They have to analyze their target market and see the kind of content they generally react well to. There should be a nice balance of professional and fun! #TwitterSmarter
— Tamara (@itstamaragt) June 14, 2018
A2. The reality is, they can't, which is why it's best to prepare for the best, the worst and everything in between in order to properly address a customer who shares their experiences on Twitter. #TwitterSmarter
— SourceMedia (@SourceMediaCo) June 14, 2018
A2.
– A brand has to be constantly listening and monitoring content on twitter.
– You can gain lots of insights from which types of content resonate the most w/ your customers.
– listen & strategize #TwitterSmarter
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
A2: If the content is there, share the positive? Haha. The more you engage with your audience, the more likely they will be to organically create content for your brand! #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
A2 Bad experiences will ALWAYS be shared on Twitter #twittersmarter
— Toby Metcalf: Grillmarks are a sign of character (@Toby_Metcalf) June 14, 2018
A2: People share more when they experience a strong emotion. Make someone incredibly happy, excited or angry and disappointed, and you can be sure that they'll share… #TwitterSmarter https://t.co/GX2D8A4zLK
— Lenka Koppová (@lenkakopp) June 14, 2018
A2-b: I feel like I have a fundamental disagreement with a lot of pros in the field on this particular point.
Brands go bonkers when they get positive experiences shared. So why wouldn’t they invest in positive experiences, to further encourage that behavior? #TwitterSmarter pic.twitter.com/aCzfDV98hN
— Chris Strub (@ChrisStrub) June 14, 2018
A2 Understanding the audience and what will engage them best is always a good idea, also deal with negative bits then and there turning them into positives shows the brand is real and knows how to deal with challenges. #TwitterSmarter
— Shruti Deshpande (@shruti12d) June 14, 2018
Q3: What are some examples of positive customer experiences that get shared? #TwitterSmarter pic.twitter.com/3E7HJp4w2G
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A3a: Think about what else gets shared on Twitter and with customer experience it is similar: A beautiful view, a funny sign, a friendly face, something unique and different, something literally remarkable (worthy of commenting on). #TwitterSmarter https://t.co/Fk0F2KDqkI
— Dan Gingiss (@dgingiss) June 14, 2018
A3b: I believe that the signs a company puts up say a lot about what it’s like to do business with them. Are they customer friendly or not? #TwitterSmarter pic.twitter.com/wo9tmt2ROl
— Dan Gingiss (@dgingiss) June 14, 2018
A3c. People love to share “surprise and delight” moments. Although this is an overused term, when businesses surprise customers in a positive way, that moment is often worth sharing. @Imperfectfruit #TwitterSmarter (BTW I LOVE this product! https://t.co/1X5VmLvXoq) pic.twitter.com/IVDNJg4liB
— Dan Gingiss (@dgingiss) June 14, 2018
A4d. Personalized experiences often get shared. Perhaps the best example of this is @CocaCola’s #ShareACoke campaign which makes it so natural for customers to share. #TwitterSmarter pic.twitter.com/g4CH5TB20i
— Dan Gingiss (@dgingiss) June 14, 2018
A3: I love when brands use social listening to seek out tweets about them even when they aren't @ mentioned! It shows the brand cares enough to look for complaints/praises acknoweldge them and fix the problem or thank the user #twittersmarter
— Jaclyn (@jaclyn613) June 14, 2018
A3: When a customer has a good experience with customer support, they like sharing that on social media. They also share giveaways they appreciated, and events they attended. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A3 (i'll give a personal example)
I got stuck in an elevator, wrote a tweet about it, and after a few minutes I had a brand offering help. It was thyssenkrupp from Brazil.#twittersmarter— Joana Rita Sousa ? ???️? (@JoanaRSSousa) June 14, 2018
A3: Going the extra mile to satisfy a customer. I always Tweet a company when I am not happy, especially airlines. I ALWAYS thank them via tweet and photo to show my appreciation for them caring. #FREEWINE every time. #twittersmarter
— laurel (@laureleatspizza) June 14, 2018
A3. Two words come to mind:
Surprise and
Delight
Get those ideas down pat and it will create so many positive shares.
Also, go the extra mile. #TwitterSmarter— Gene Petrov Adoptive Dad of Triplets ?????? (@GenePetrovLMC) June 14, 2018
A3: Unfortunately, I find a lot more negative customer experiences than positive ones. (I talked to @TedRubin about this a few weeks ago!) This is why brands should enlist creative ambassadors to actively encourage positive sharing! #TwitterSmarter https://t.co/DqHawCMlSU
— Chris Strub (@ChrisStrub) June 14, 2018
A3. This could include a number of things:
-Giveaways
-Event experiences
-Experiences engaging with employees
-Feedback on a product
And more. #TwitterSmarter— SourceMedia (@SourceMediaCo) June 14, 2018
A3: When you take good care of your customers, there's a good chance they'll tell others all about it on social media.
Go above and beyond with your customer service! #TwitterSmarter
— Express Writers (@ExpWriters) June 14, 2018
A3: I love sharing compliments, if someone says my brand is really responsive – best believe I'm retweeting that! #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
Q4: What about negative customer experiences? #TwitterSmarter pic.twitter.com/pGpCqkS76H
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A4a: Remember this guy? Companies must keep in mind that everyone has the ability to snap a photo or record a video of their #customerexperience – or someone else’s! #TwitterSmarter https://t.co/BrK52hFti9 pic.twitter.com/UcJHLaLu46
— Dan Gingiss (@dgingiss) June 14, 2018
A4b. The nerve of a Las Vegas hotel to charge $5 for in-room coffee, a $39 “resort fee,” and $34 cocktails caused me to write a whole article on @Forbes about my experience. #TwitterSmarter https://t.co/XXXQz2O3Za pic.twitter.com/N3oDhjVE8P
— Dan Gingiss (@dgingiss) June 14, 2018
A4c. Often customers use social media as a #custserv channel of last resort, meaning that another channel (phone, email, chat) failed before the customer went “public.” But increasingly, customers are turning to Twitter first because it’s fast and effective. #TwitterSmarter https://t.co/ZnJQ0ZmbDF
— Dan Gingiss (@dgingiss) June 14, 2018
A4d. Most of the time customers are just looking for a resolution to their problem, which is why it is so critical for brands to engage. Some people, however, have more sinister motives – to troll or embarrass a brand or simply to try to make their tweet go viral. #TwitterSmarter https://t.co/ZnJQ0ZmbDF
— Dan Gingiss (@dgingiss) June 14, 2018
A4: I always turn to Twitter when I have a complaint about a product or service. I find I get a quicker response rather than picking up the phone.
☎️ = old school#TwitterSmarter https://t.co/MeENm8QMRd
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A4: I think these are opportunities for brands to show their dedication to their customers. Show that they listen and care. And lets other customers see how the brand handles negative situations (because we can't avoid them!) #twittersmarter
— Jaclyn (@jaclyn613) June 14, 2018
A4. Sadly, it really doesn't take much for a negative experience to go viral. On the internet, people feel safe releasing all their unbottled frustrations as an angry mob… and it snowballs quickly. Gotta use social listening to get on top of things early! #TwitterSmarter https://t.co/Oz7jCby1my
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A4 When things go bad, DON'T hide – engage #twittersmarter
— Toby Metcalf: Grillmarks are a sign of character (@Toby_Metcalf) June 14, 2018
A4: A lot of people mention/tweet to a brand when they have an issue with a product/service. This shows an initially negative experience and how the company handles it- which can alleviate the situation or make it worse #TwitterSmarter
— Tamara (@itstamaragt) June 14, 2018
A4 Say anything bad about customer experience, and the trolls will have a feeding frenzy. #TwitterSmarter
— Jim Katzaman – Get Debt-Free One Family at a Time (@JKatzaman) June 14, 2018
A4: Some of the first to make it to Twitter. It gets a lot of attention and that's what disgruntled customers often want. Unreasonable response times, compassionless replies, lack of empathy all show up as anger on social media. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A4) When it comes negative customer experiences shared on social media, I notice most are in regards to the way the customer was treated by an employee or representative #TwitterSmarter
— Kayla Ireland (@kayla_irelandd) June 14, 2018
A4. Important to remember that social media outlets are meant to reach. That said, they can be one of the best customer help tools as it's instant action. Would you rather send out an email and wait days, or send a few negative tweets and receive instant help? #TwitterSmarter
— Dale Griffen (@dalegriffen) June 14, 2018
A4) How you deal with negativity often defines the character of your brand. Things do go wrong; it’s how you deal with it that counts. #twitter gives you the opportunity to show that. #TwitterSmarter https://t.co/Z0nd2gns1P
— Jim Carter (@MSLJim) June 14, 2018
A4: Negative customer experiences, I feel, are the most common ones you'll find. I think people are more likely to voice they're opinions when they're made.
When this happens, you need to address it quickly and make the situation right. #TwitterSmarter
— Express Writers (@ExpWriters) June 14, 2018
A4.
– When things go wrong, people are much more likely to share & to seek sympathy.
– Engage w/ those people to share that you care & if possible, have one-on-one support
– Always deal w/ emotions first & then offer support. #TwitterSmarter https://t.co/1ZVHiOzSNc
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
A4: Twitter is an excellent place to complain or ask for further help. Good manners and clear explanations is all that is wanted. #TwitterSmarter
— Maiten Panella (@MaitenPanella) June 14, 2018
A4 True. I find companies respond publicly when it's positive for them, but when it's negative they respond by DM. I think that may leave a bad image for the company. #TwitterSmarter
— lillian lake (@llake) June 14, 2018
Q5: What do brands need to do when customers share experiences on Twitter? #TwitterSmarter pic.twitter.com/2lgEqrmo9K
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A5a: Always respond! I repeat: Always respond! When companies engage with customers on Twitter, they are able to participate in, and often redirect, the conversation rather than letting the masses tell their brand story for them. #TwitterSmarter https://t.co/4Qh6TcOaDn
— Dan Gingiss (@dgingiss) June 14, 2018
A5b: Don’t be afraid of complaints! Most complaining customers are contacting you because they actually care about the company and want things to be right. If they didn’t care, they would have just left your company for the competition. #TwitterSmarter pic.twitter.com/zIDqeZH7Ar
— Dan Gingiss (@dgingiss) June 14, 2018
A5c. Listen to your customers! They know your product or service as well as (or even better) than you do. They’ll tell you what’s working and what’s not, give you ideas for improving the experience or eliminating pain points, and point you to the competition. #TwitterSmarter https://t.co/4Qh6TcOaDn
— Dan Gingiss (@dgingiss) June 14, 2018
A5d. Make sure that there is a feedback loop between the social care team and the rest of the organization so that customer pain points can be corrected going forward. I talk about this in depth in Chapter 10 of my book (https://t.co/txxV3Ayuip) #TwitterSmarter https://t.co/4Qh6TcOaDn
— Dan Gingiss (@dgingiss) June 14, 2018
A5: Brands need to respond no matter what the situation is, good or bad. And do it swiftly. #TwitterSmarter https://t.co/XsuPc3Zdl0
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A5 DO NOT try to control the conversation or say the poster is wrong – fighting in public will go bad #twittersmarter
— Toby Metcalf: Grillmarks are a sign of character (@Toby_Metcalf) June 14, 2018
A5: Acknowledge. Good or bad, we should always respond in a suitable manner. We should cheer good experiences, apologise for bad ones, and suggest a solution to make things better. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A5. Make sure you're always monitoring so that you're aware of it ASAP. How you handle EVERY interaction – both good and bad – is one of the most crucial types of brand touch, and so easy to get wrong (or lackluster). #TwitterSmarter https://t.co/G5VFKTq514
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A5. Interact! It's important to not only leave that customer feeling as though their input is appreciated, but to also show your other customer base that your brand cares and will interact with consumers. #TwitterSmarter
— Dale Griffen (@dalegriffen) June 14, 2018
A5: AKNOWLEDGE their experience! Go beyond hitting the <3 button. Actually take the time to write up a response that acknowledges their tweet. Consumers LOVE the limelight and they LOVE when brands act like humans. #TwitterSmarter
— Maria Marchewka (@_MariaMarchewka) June 14, 2018
A5. Always thank them for their feedback!
And take learnings from what you did right to apply to future engagements. #TwitterSmarter pic.twitter.com/fin5uWNQuo
— Lisa ???? I like big gifs & I cannot lie (@lisaboylesmedia) June 14, 2018
A5. Reply quickly! Be empathetic. Get help if they can’t solve it. Above all, COMMUNICATE! #TwitterSmarter https://t.co/ZMZn5oEstw
— Powers of Marketing? (@meganpowers) June 14, 2018
A5: Brands need to acknowledge their customers ASAP! All the good & bad experiences! Making the customer feel valuable no matter their experience! #TwitterSmarter
— In The Event (@weareintheevent) June 14, 2018
A5: A lot of companies are hiring customer reps strictly for Twitter and those are the companies that will WIN big. #twittersmarter
— laurel (@laureleatspizza) June 14, 2018
A5: respond to every single one! Good, or bad, big or small. Not just a like. But a personal response. Even a quick "Thanks for sharing, (name)!" #twittersmarter
— Jaclyn (@jaclyn613) June 14, 2018
A5: Brands need to remember that customers are often sharing their authentic experiences – they aren't marketers, they are people… your audience! How they interact with you is an indicator to how your audience wants to hear from you! #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
A5.
-Regardless of good/bad comment, thank your customers for sharing their feedback. They give you a chance to improve your product/service. It is like free survey
– Engage w/ them further to deepen the conversation #TwitterSmarter https://t.co/Xesq5sByqd
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
Q6: What are some other use cases for customer tweets besides customer service? #TwitterSmarter pic.twitter.com/6D9DVFuqkJ
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A6a: Customers often provide great ideas for new products or new uses for existing products, which the social team can share back with the product development team. Brands that do this well include @OtterBox, @VegaTeam, and @ModCloth. #TwitterSmarter https://t.co/npD1lZfSJK
— Dan Gingiss (@dgingiss) June 14, 2018
A6b: Customer feedback can often be a company’s best #marketing. Prospects rely heavily on customer reviews and comments when they are choosing a new company. #TwitterSmarter https://t.co/npD1lYYhla
— Dan Gingiss (@dgingiss) June 14, 2018
A6c: Customer tweets can help direct your #contentmarketing strategy. Often a company’s content strategy looks like the first photo below, but focusing on what the customer is saying can create far more relevant content. #TwitterSmarter pic.twitter.com/fkVqYheJzn
— Dan Gingiss (@dgingiss) June 14, 2018
A6d: Complaints can help you identify core problems in the #customerexperience and get them fixed. This will significantly improve the experience and reduce customer service expense (because agents won’t be answering the same questions over and over). #TwitterSmarter https://t.co/npD1lZfSJK
— Dan Gingiss (@dgingiss) June 14, 2018
A6. Organic advocacy! That is GOLD. If your customers are sharing how they're using or enjoying your product or service, that's a zillion times more valuable than any content you could create yourself. #TwitterSmarter https://t.co/5TRGJZhFUK
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A6. UGC, testimonials, case studies, internal team morale boosts, and more! #Twittersmarter pic.twitter.com/EfoFsTXF7L
— Lisa ???? I like big gifs & I cannot lie (@lisaboylesmedia) June 14, 2018
A6. Self promotion. Yes, you can use your account for customer service, but if you build a reputation of good customer service through that, you will only build your following and thus begin to promote successfully from within the same account. #TwitterSmarter
— Dale Griffen (@dalegriffen) June 14, 2018
A6 a positive customer tweet is an excellent and trusted endorsement of your product or service #twittersmarter
— Toby Metcalf: Grillmarks are a sign of character (@Toby_Metcalf) June 14, 2018
A6: informing your content strategy, informing future products, UGC #TwitterSmarter
— Jaclyn (@jaclyn613) June 14, 2018
A6:
• Live tweeting during and after events we organise
• Referral programs and seasonal promotions
• Customer forums and posts they share#TwitterSmarter— Narmadhaa (@s_narmadhaa) June 14, 2018
A6: Lifestyle… if your brand fits their style, they may just want to show off that they use your product/brand. They aren't looking for anything (directly) from you, just want their followers to know you're part of the community! #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
A6: I think brands could do more with creating #TwitterMoments – I think it's a great feature but underused
Hmmmm
NOTE TO SELF: Create moments #twittersmarter
— Warwick Brown (@warwickabrown) June 14, 2018
A6.
– Your customers tweets=your best social proof.– Analyze what your customers are saying about you. Do you see any patterns? use the insights to strategize your social media content and efforts.
– Your customers are giving you FREE data. use them smartly#TwitterSmarter https://t.co/WMgBVUyywX
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
A6 Tweeting at events creats engagement, connecting with followers over and over can grow almost as a fan following..shows the brand as plugged in with its customers further building loyalty. #TwitterSmarter
— Shruti Deshpande (@shruti12d) June 14, 2018
Q7: What are your thoughts on the growth of direct messaging on Twitter as it pertains to brands and their customers? #TwitterSmarter pic.twitter.com/a1RaLQYDbh
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A7a: Direct messaging is exploding as a customer service option and will soon (if not already) be bigger than “traditional” social media channels. This is definitely something brands need to be paying attention to! #TwitterSmarter https://t.co/AuUNDOjkGA
— Dan Gingiss (@dgingiss) June 14, 2018
A7b. Direct messaging is great for brands because it keeps complaints out of the public eye, which is exactly what makes companies so afraid of Twitter. #PR #TwitterSmarter https://t.co/AuUNDOjkGA
— Dan Gingiss (@dgingiss) June 14, 2018
A7c. Direct messaging is great for customers because it is fast, it can be done at the customer’s convenience, and the entire history of interactions is always available so the customer doesn’t have to repeat himself to multiple agents. #TwitterSmarter https://t.co/AuUNDOjkGA
— Dan Gingiss (@dgingiss) June 14, 2018
A7d. For more on direct messaging’s impact on customer service and customer experience, I highly recommend @joshuamarch’s brand-new book, Message Me: https://t.co/3EhfZDG6MO #TwitterSmarter https://t.co/AuUNDOjkGA
— Dan Gingiss (@dgingiss) June 14, 2018
A7: I think Twitter DMs are a great way for a brand to take a negative tweet from a customer and move it to a private conversation. But first replying publicly to the tweet because that is the right thing to do. #TwitterSmarter https://t.co/rqlbX5vHeT
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A7. I think evaluation +measurement is a big one. If a brand is looking at seeing whether or not their approach for content creation, message strategies, etc are working, they can see based on the reactions from the tweets whether this was a good thing or not. #TwitterSmarter https://t.co/e4Z0vlfXTW
— Karen Freberg, PhD • #SMprof, Consultant + Author (@kfreberg) June 14, 2018
A7: It can be a useful addition. When customers report issues or escalate support problems, it's helpful to get their details through direct messages. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) June 14, 2018
A7
When it's used strategically and to take the convos offline to solve situations, complaints, questions quickly, easily and not to disclose SPI of customers – it's very welcoming!#TwitterSmarter https://t.co/SO0VEwA1PP— Zala Bricelj (@ZalkaB) June 14, 2018
A7 Direct messages on Twitter are fine as long as they are personal and not spam or form letters. #TwitterSmarter
— Jim Katzaman – Get Debt-Free One Family at a Time (@JKatzaman) June 14, 2018
A7: Ideally, a customer will DM a brand instead of putting their feedback on blast, or a brand can respond to a public post by saying they're DMing the customer & then discussion happens there. I don't like brands initiating DMs outside of this, though. #TwitterSmarter https://t.co/kkhwaZo3lO
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A7: It's a great way for a brand to show they truly care about any issues the customer experiences. It shows extra initiative beyond addressing issues #TwitterSmarter
— Tamara (@itstamaragt) June 14, 2018
A7: Not every conversation should be public… heck, if you are having a one-on-one conversation that has extended over multiple tweets, send DMs instead (personal opinion). #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
A7. It's important for a brand to have as much direct contact with their audience as possible. That said I don't know if I'm in on direct messaging growth through Twitter. Some outlets will be afforded the opportunities to spam users of an (nearly) open community. #TwitterSmarter
— Dale Griffen (@dalegriffen) June 14, 2018
A7) The good: Direct messaging is excellent to take a complaint/concern offline and is certainly more private.
The bad: It’s difficult to share the hopefully positive outcome. #TwitterSmarter https://t.co/Yh6lqlvvt7
— Jim Carter (@MSLJim) June 14, 2018
A7
– To me, the news feed on twitter is like a huge party, crowded and noisy.
– Twitter DMs are like these one-on-one chats that you have w/ people at parties to dive deeper into conversations #TwitterSmarter https://t.co/femcamVNwZ
— Ai Addyson-Zhang, Ph.D Unconventional Digital Prof (@aiaddysonzhang) June 14, 2018
A7 I think that is a great value add and certainly helps in meeting customer expectations quicker and efficiently…plus helps keep the details private…saving the brand's from #GDPR trouble..#TwitterSmarter
— Shruti Deshpande (@shruti12d) June 14, 2018
A7. It's very key! You are reaching out to someone personally and it's very powerful. It builds trust and favors your brand in the long run because you show that you care. #TwitterSmarter
— @Crystal (@333socialmedia) June 14, 2018
Q8: How should Marketing and Customer Service work together to create more value in social media? #TwitterSmarter pic.twitter.com/7o45l95e9c
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
A8a. The #Marketing team should always inform the #CustomerService team of upcoming campaigns so the contact center can provide appropriate resources to handle increased volume and so they are aware of current products, offers, etc. #TwitterSmarter https://t.co/CiowUdGbxd
— Dan Gingiss (@dgingiss) June 14, 2018
A8b. The Customer Service team should always provide feedback back to Marketing based on what they are hearing from customers in social media. Customers aren’t shy about sharing their feelings about TV commercials, new offers, annoying pop-up ads, etc. #TwitterSmarter https://t.co/CiowUdGbxd
— Dan Gingiss (@dgingiss) June 14, 2018
A8c. Customer Service can provide Marketing with feedback that can be converted into new advertising campaigns, customer reviews, and other content. #TwitterSmarter https://t.co/CiowUdoA8D
— Dan Gingiss (@dgingiss) June 14, 2018
A8d. Marketers must understand that campaigns lead to service inquiries and not just “community management” posts. When we interrupt people’s Twitter feeds with marketing, we also remind them that they had something to tell us about a recent experience. #TwitterSmarter https://t.co/CiowUdGbxd
— Dan Gingiss (@dgingiss) June 14, 2018
A8: First of all, they ABSOLUTELY need to get on the same page in terms of messaging and protocol. Even brand voice! Every single customer touch is marketing. And every single piece of marketing is customer service. #TwitterSmarter https://t.co/fuKA8UxhxC
— ✨Christine Gritmon✨#RoadToSocial (@cgritmon) June 14, 2018
A8. Full briefing and alignment! It’s one channel after all. #TwitterSmarter pic.twitter.com/HHlADRIhhG
— Lisa ???? I like big gifs & I cannot lie (@lisaboylesmedia) June 14, 2018
A8 Marketing & Customer Service should work together to tell the customer's story rather than their own #twittersmarter
— Toby Metcalf: Grillmarks are a sign of character (@Toby_Metcalf) June 14, 2018
A8. Customer service helps build relationships, which impacts marketing’s work and focus. They need to be aligned and working together.@GM does this VERY well. Their work in CS is centered around PR, Marketing and the brand. #TwitterSmarter https://t.co/qy5Q5JMjrv
— Karen Freberg, PhD • #SMprof, Consultant + Author (@kfreberg) June 14, 2018
A8
Customer service is EVERYONE's responsibility, not just marketing.
All EES are ambassadors or a brand and therefore when we look at everything we do as pro-care, we can differentiate from all the others.
All convos, communication needs to tie back to biz – #CX#TwitterSmarter https://t.co/WVNnUoLb0u— Zala Bricelj (@ZalkaB) June 14, 2018
A8: If you're doing it right, marketing should feel like customer service to an extent. We have a small team, and I often wear the customer service hat when engaging with our audience on social media. #TwitterSmarter
— ?JMatt (@JMattMke) June 14, 2018
A8 when all of these departments are connected and so not see it as just each others job there will be more 'joined up' approach in meeting customer expectations…#TwitterSmarter
— Shruti Deshpande (@shruti12d) June 14, 2018
A8 they go hand in hand so be relatable and build a community that will get to know you, like you, and trust you. #TwitterSmarter
— @Crystal (@333socialmedia) June 14, 2018
Thank you everyone for a great hour of sharing. #YouRock! We'll see you next week on the #TwitterSmarter chat. pic.twitter.com/bHn7W7pPjS
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 2018
We have another great #TwitterSmarter chat guest lined up for next week. Mark your calendar. Our guest will be Debra Eckerling @GoalChat. pic.twitter.com/9rTDhw2fl3
— Madalyn Sklar ?#SMDayLive (@MadalynSklar) June 14, 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.
