You may be wondering what has everyone’s hearts aflutter about Twitter, but it’s one of the fastest growing social networks available. Twitter lets you do a few very important things in reaching potential customers.
For one thing, Twitter is rapid communication, which means you can answer questions that people have. Let’s say you sell a lawn care service, working with organic products, and avoiding harsh chemicals. You could set up a search column on your Twitter client that looks for specific terms like “weeds” and “lawn.” Then, when someone tweets that they’re having problems with weeds in their lawn, you can tell them how to fix it, either steering them toward a blog post or article on the subject, or even answering the question directly.
You can also share some of your regular information about the different factors of lawn care and lawn maintenance throughout the season. By regularly blogging about it, you can educate potential customers about what they can be doing themselves and when they should involve a professional. It’s not enough to just write blog posts. You need a way to promote them. By building up a network of homeowners in your local area, you can share your information with them. They’ll learn from you, learn to trust you, and call you when they need that professional help.
Of course, there will be times when people aren’t happy with the results they’re getting, and they’ll complain about it on Twitter. The problem is, those complaints are public, and your customer’s entire Twitter network could see what they’ve posted. You can let it go and call the person privately to solve the problem, but that still leaves their original complaint out there. Or you can contact them directly via Twitter, solve the problem (even if it’s asking if you can call them), and other people can see the effort you’ve made. This goes a long way in helping spread your customer service skills via word of mouth.
You can also use these same techniques to see if people are complaining about your competition too, and then contacting those unhappy customers to see if you can solve their problems in the meantime.
Twitter can serve a number of functions for a business: sales, marketing, promotion, customer service, and even competitive intelligence.
About the author: Duncan Alney is the president and founder of Firebelly Marketing. He is an entrepreneur, writer, speaker, and photographer, and he’s working on his first social media marketing book, which will be out in late 2012. Duncan has lived on 3 continents and in 5 countries, but is proud to call Indianapolis home.