Business 2 Community | By Sean Johnson | December 17, 2012
It seems a lot of companies have a love-hate relationship with Twitter these days. They know it’s a great tool for sharing and promoting their own content, yet many still seem uncertain how to use it effectively to attract followers and drive prospects to their website.
If you’re at all serious about Inbound Marketing, you know that social media – including twitter – are an essential part of your strategy. Research from Social Media Examiner on the 2012 State of Social Media Marketing showed that just 6 hours a week can help drive sales.
In many ways, Twitter serves as a real time news feed that people follow throughout the day, looking for the latest conversations regarding their industry or content that might help solve a problem. By engaging in conversations and sharing quality content, you can use Twitter to strengthen brand awareness and drive prospects to your website for lead conversions and sales opportunities.
It can also be used to engage with existing customers and to provide improved customer service.
Given its benefits, it’s important that your company’s Twitter account makes a positive impression in the social media universe. The following are 10 steps you can take to build a credible presence that your prospects will want to follow.
Look the part!
1. Use quality pictures and graphics for your avatar, header and background to dress up your profile. Nothing says spammer quite like the default egg that shows on Twitter profiles missing a picture. Simple backgrounds work best. Avoid clutter.
2. Complete your profile bio using complete language and specific keywords so that people will find you when conducting a search. Space is tight here, so really focus on the essentials.
3. Include your website and other contact information. If you show up in search, you want prospects to be able to jump directly to your site. Make sure you include your location to take advantage of local SEO.
Tweet clearly and consistently
4. Don’t stuff your tweets with #Hashtags. Depending on the platform people are using, hashtags can break up the tweet, making it hard to read. Use plain English. Avoid jargon unless you’re looking to attract a particular market.
5. Avoid personal comments that don’t have a connection to your business. Most of your followers don’t care that you’re at the coffee shop. They’re looking for useful information that helps them solve a problem. Don’t be afraid to ask your followers questions.
Tweet useful content
6. Share your links. Make sure your links have been shortened and are placed in the middle of the Tweet followed by any additional content. If using #hashtags place them at the end.
7. Share links to good content related to your industry that your followers would have an interest in. Be useful by providing help.
Followers and following
8. Connect with the people who have a connection to your business. Avoid the numbers game and look for connections that are relevant to your industry.
Listening and talking
9. Twitter is a two-way conversation, so respond to what others tweet about your company and the content you’ve shared. Join, or start, Twitter Chats that are relevant to your business.
10. Track your keywords and monitor what people say. Join conversations when it’s relevant and make sure you’re aware when people are talking about you so you can respond.
A final thought
Consider this the bonus and an obvious but important rule to follow: be generous and say thanks!
If someone takes the time to retweet your content, thank them. Every person they share it with is a potential prospect; forget to thank them and they might not do it again. The same for your own retweets: By retweeting relevant content from others, you encourage them to do the same with yours.
How can you improve your company’s Twitter page?
Are you tracking your keywords and what people say? If so, how so?
What keywords seem to work the best for your business?
What is the difference between Customer Satisfaction and Customer Loyalty?
First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior.
Customers are the link to your business success. Your business simply cannot afford to lose customers to your competition. Customer satisfaction and customer loyalty should be incorporated into the long-term goals of your business. Your business can do this by creating a plan for customer satisfaction feedback into the overall business plan. A plan to survey customers to measure customer satisfaction can be a simple and easy way to keep the loyalty of your customers. Asking customer satisfaction and loyalty questions can help your business gather the insights you need to keep your customers happy.
The difference between customer satisfaction surveys and customer loyalty surveys is that customer satisfaction surveys are focused on measuring customers’ current attitudes, where as customer loyalty surveys focus on predicting customer behavior and attitudes. As you begin your plan to measure customer loyalty, consider online survey software. With online survey software, you can either create a separate customer loyalty survey or include customer loyalty focused questions within a customer satisfaction survey. Regardless of your survey research method, having an understanding of customer loyalty is an indispensable piece to the success of your business.
Source: Snap Survey Software, June 26, 2012. Author, Unknown
What loyalty attitudes do your customers have? How do you know this?
Do you think customer loyalty surveys or customer satisfaction surveys are more useful for your business? Why?