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Twitter and customer engagement: The good, the bad and the ugly

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Dan Martin
Dan Martin

The document discusses Twitter and customer engagement. It provides tips for using Twitter including monitoring mentions, being human, being honest especially when things go wrong, making social media part of company culture, and recognizing it as a long-term effort. The document also discusses both the positive and negative aspects of using Twitter for marketing and customer engagement.

NegóciosTecnologia
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Twitter and customer engagement: The good, the bad and the ugly Technology for Marketing & Advertising 1/2 March 2011 Dan Martin, editor, BusinessZone.co.uk
Who am I? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Then…
Now…
Silence isn’t golden
… especially when there’s noise
And to make matters worse…
In contrast…
Is it you?
Twitter’s great for marketing…
But when things go wrong…
Lessons learnt
Don’t over-respond
Beware hashtag hacking
Be careful what you tweet
The art of conversation
Respond
Hell to heaven
Listening 24/7
Tweets from the top
Tweets from the top
Part of the company culture
Be tweeter friendly
Be tweeter friendly
Twitter tips for customer engagement: 1. Monitor mentions
2. Be human
3. Be honest (especially when things go wrong)
4. Make it part of your culture
5. It’s a long term thing
Get in touch [email_address] www.linkedin.com/in/danmartin2008 www.twitter.com/Dan_Martin

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Twitter and customer engagement: The good, the bad and the ugly

Notas do Editor

  1. Twitter can be used to manage this customer feedback and negativity. One example is BT which has several corporate feeds including @BTCare which it uses to respond to customer issues. As well as responding to tweets aimed directly at the account, the agents behind the feed search for references to their brand and publicly respond. When a customer’s issues is resolved, their praise is also public – a win win.