October 23rd, 2009 by Joanna Lee
How Twits Lay Golden Eggs: The Art of Social Engagement for Business – BlogWorld Expo 2009
How Twits Lay Golden Eggs:
The Art of Social Engagement for Business
Speakers: Nicole Nicolay, “Nic Nic“, author: Twitter for Real Estate Twits
Jodee Rich, @wing dude, peoplebrowser.com/wingdude
Chris Brogan, President, New Marketing Labs
Nick Halstead, @nickhalstead, Tweet Meme
Laura Fitton, @pistachio, author: Twitter for Dummies
10/17/2009, 4:15 – 5:15pm
Key Twitter Tips and Advice:
- Put a link to your site on Twitter, put your Twitter on your site so people know that your Twitter account is authentic (one forty.com)
- Look to see what your competitors are doing, see who is following them. Research keywords in Twitter, see who comes up.
- Always follow people back, or they’ll get mad at you
- Listen, learn, care, serve.
- Google: Grow Bigger Ears. Use search.twitter.com
- Use seesmic.com or TweetDeck to manage your account
- If you keep seeing the same question to you more than once, don’t keep tweeting the answer, post the answer on your website under your FAQ
- Where to find good content if you don’t have any? Do searches for tweets that contain links. Rank them by influences. See what those tweets are saying, use the Twitter Advanced Search. Play around to see what you can find
- Don’t think in terms of Google searches, do research on conversational things
- Planning Tweets, is it a good idea? Chris Brogan – this is no place for robot behavior, be human
- TweetMeme: Counts unique retweets, if content is good, it will go viral. Tweetmeme analytics gives you stats
- If there is an ad in your tweet, people are less likely to retweet you
- Using Twitter as a Customer Service channel: It’s not “turn it on and it runs”. Think ahead on how it’s going to work, the size of your company, ability to process the requests, use DM to make it a public message, will your response help more than just that one person?
Questions & Answers:
1) The follow back: should you always?
No
2) How do you communicate with people outside your niche? Find out what they are doing?
Ask them about themselves, people like to talk about themselves.
3) How can brands scale their customer service to everyone?
Companies need to invest their money on customer service, the public should demand that and expect great service
4) Managing customer expectations, how can you answer their concern when you might not have the time?
Respond privately, I’ll address you soon, as opposed to trying to solve their issue immediately. (If Zappos can do it, so can you)