I’m often asked why should I bother with Twitter and indeed what is the point of a marketing on a platform that only affords you 140 characters to get your message across. Well in its short life – Twitter was only born in 2006 – it has been well adopted in business circles Twitter has 255 million active users who collectively send 500 million tweets each and every day.
I think a quick scan across some of the business lights who use the platform as their ‘weapon of choice’ should give you some indication why you should bother with Twitter. Lord Sugar, Richard Branson, David Cameron et al all regularly put information out in the twittersphere.
So we have established that it is worth bothering with but what is Twitter’s own advice on how you should use their site ?
Your voice can affect the way customers communicate with you on Twitter. What you say, how you say it and how often you respond, all have a tremendous impact on customer relationships.
1. Be yourself, be authentic.
There’s no need to be overly formal on Twitter. Your Tweets should reflect the individuality and personality of your business. People respond best to friendly, conversational Tweets.
2. Stand out.
It’s a crowded digital world out there. Use Twitter to share unique information about your company that your customers can’t find elsewhere, like behind-the-scenes photos, discounts or new product previews.
3. Learn the difference between voice and tone.
Voice doesn’t change – this is a consistent part of your brand’s personality. However, tone is an adaptable element that should always be adjusted to the situation. For example, even if your business’s Twitter voice is irreverent and jokey, you’ll probably want to shift your tone in a conversation with a stressed customer to be more comforting and respectful.
4. Interact and respond.
Reply when people tweet about you. Favourite and retweet positive messages, and thank those who praise you. Keep in mind that Retweets can also represent your voice and brand personality. Promptly address critical Tweets about your business in a calm, helpful manner.
Direct Messages and Customer Service
Be direct
A direct message (DM) is a way to communicate privately. It’s a way to take a conversation offline and out of your public feed. You can only send and receive DMs from your followers.
• Know when to take it offline
If there’s too much back and forth between you and a customer, or the exchanges become too specific, ask the follower to send you a direct message with contact information so you can talk it out by email or phone.
Hopefully the tips will help you to get your message across and manage your Business on Twitter.
