Twitter in Enterprise Application
How to improve customer service through Twitter, or R & D proposals received, or to promote their products?
Micro-blog Twitter social networking sites look like in the face of individual users of the sites above, filled with a lot of gossip, and muttered to himself. Than 175 million active users have come to the Facebook, only 500 million users of Twitter it does not look totally out of shape, and in time of recession, through Twitter to do business, or marketing to attract customers, it sounds more like a fantasy to .
However, all this is true. Forrester senior analyst Jeremiah Owyang that the commercial value of Twitter should not be underestimated. "The majority of Twitter users are experienced users, they can influence others on the Internet and are willing to exchange views with people, many of them insist on my blog, which is the mainstream Facebook users to very different."
For most businesses, depending on Twitter do not provide them with what kind of products or services, and whether they can benefit from it. Twitter's business success, according to experience, we conclude that a number of key steps to help your businesses to build a good image of Twitter.
Social media analysts believe that when companies start using Twitter should have a clear objective in the implementation of the strategic prior to close Twitter users, so not only can enhance the business potential, but more importantly in this process are likely to attract more customers.
Listening and learning to use Twitter
Laura Fitton is the head of a consulting firm, specializes in helping businesses use Twitter and other micro-blog sort of tool. She suggested that companies use in determining the goal of Twitter before you first use Twitter search tool to find out Twitter community and its users to your company's view. She recommends reading "Twitter 101" of the story, the company has also compiled an "enterprise Twitter" of books, articles, come from the Internet.
In the Twitter successful companies also shared his feelings. Comcast's Frank Eliason, director of operations with Twitter handle, his clients online inquiry service issues. Now he is concerned there are more than 10,000 persons, many analysts also believe that cable companies in the past Eliason improved customer service on the bad image.
Eliason is from February 2008 started to pay attention on the Twitter message, the same year in April at the Twitter began to actively push the message. During this time, Eliason are using Twitter's basic search tool. Some social media monitoring tool, Twitter can be a mass of information in the dig enterprise information - in a recent business use Tiwtter a research report, Owyang lists the number of such tools, including Andiamo, Infegy, as well as the Radian6.
Some people will be the first to set up individual accounts on Twitter to try Twitter is easy to use. Jetblue's manager, Morgan Johnston is the case, he first set up a personal account on Twitter, and then create Jetblue's Twitter page Twitter, the company is now the top concern of thousands of people more than 15 persons.
Twitter steps to set goals and success
Prior to the establishment of corporate Twitter account, Twitter on the need to identify their targets. As a new generation of the Internet community, Twitter and many business people during the economic downturn, when, and found different from the traditional marketing and customer service channels (such as email, online advertising, and even Facebook) than the other a low-cost communication path .
For Comcast, the Eliason, his goal is to make communication more convenient, "We want to communicate with customers through Twitter and get feedback in order to provide better service."
By helping customers and record frequently asked questions, Twitter proves Comcast's corporate values. "In the market, you do not have to look like they've been on Twitter for fashionable, but it must have a clear goal, and determine to be approved by the company." Owyang said.
In fact, the goal of diverse enterprises to use Twitter, and some just Twitter as a marketing broadcast, some in the Twitter to answer customer questions and provide services, and some are both. How do you use depends on the user's feedback on. In general, companies have marketing or corporate soft-Man will not be released to any feedback. However, Twitter users want a dialogue with enterprises, rather than face the stiff marketing. Such as Jetblue's followers would like to know flight delays, cancellations, and flight experience, and other information.
In order to establish a good image on Twitter, companies must be on service-related issues Insider. In fact, Twitter's Road, walk through the old path of pure marketing is also quite good. Twitter Dell on the establishment of a trade and promotion of web pages, while others rely on Twitter to carry out customer service. The use of each Twitter page to be in the company's information on where Twitter note that this will save a lot of trouble.
The establishment of corporate Twitter accounts
The first step is to select a user name. And domain names, like your company's name may also be registered by the others. Stowe Boyd Social media experts tell us that if someone used your company's name, you can apply to come back to Twitter. Under normal circumstances, a company's Twitter user name the more popular the more personal, Twitter users like humane enterprise.
Eliason in the Twitter page on Comcastcares In addition to the company logo, it also put his own head, and some very user-friendly information, such as his contact information, his private and family blog, and the other Comcast employees on Twitter. Including Eliason, including analysts believe that the pages in the company by adding personal information to help smooth and customers to communicate.
If you're responsible for updating the page with a lot of people, the best row of a "duty" system. Jetblue these information is also placed inside information on the company's Twitter. Some companies put the information on the message at the end.
In addition, all of the Twitter accounts have a place to fill in URL. Here you can add the company's home page address, but this effect was not very good. You should be able to put a note on why you want to Twitter, you want to do something on the Twitter link to a page. For example, Dell's Twitter page in the links all point to the Riga dell.com / twitter, where Dell will tell people all the Twitter pages to establish the nature and purpose. Some pages are purely for publicity and promotion, while others are used for community building and discussion of Dell products.
In addition, you can in the company of a small tool for security on the home page to display the latest Twitter message, and then the company Web site traffic diverted to the Twitter page up. Fitton that the companies do not need to be particularly talkative Twitter, as long as demonstrate their worth on the list.
Note Twitter etiquette
From the Twitter user then you should be aware that some of the rules of Twitter, many of which apply to businesses, but some do not apply, for example to focus on others. If an individual account, you can only give you personal attention to those who bring value, and if an enterprise account is different. When it was decided to focus a company's Twitter update, the company should be to pay attention to them. This means that you have attached great importance to their views. Moreover, if the company does not care about these people, they can not direct the company's Twitter page, send an announcement (ie, private message).
Fitton believes that attention to others is meaningful. Like when someone walked into your store, you certainly will not ignore them, you will walk past and say hello as they are.
The best news is released publicly, not secretly made private message. Most people are encountered frequently asked questions, they can open the message from the front to find the answers and benefited from it.
Finally, to make mistakes preparations. Twitter community is moody, but very warm. If you are serious about the criticism of others and think of ways to help them, they will help you to promote products. However, as Twitter message limited to 140 words or less, so it is easy to cause misunderstanding. So you must try to make it clear the problem. "If you make a mistake on the recognition of error and explain," Eliason said, "This is in practice communicate with other people is the same."