These days, it is not uncommon to see a company–big or small–hooked up to Twitter. This is the power of social media today. Even the most established companies jump in on these social media marketing tools because it has been proven that utilizing social media can indeed affect business growth.
1. Humanize yo
ur Twitter account. Sound like a real human, relaying genuine thoughts and feelings. The last thing you want to sound like on Twitter is a corporate PR representative. That being said, avoid being all “too human” and tweet about everything and anything, (including sensitive topics such as politics or sports) at the risk of being annoying. Remember: the key here is to engage your existing and potential customers with valuable information that will create a positive image for your business.
2. Be nice. Being nice includes not overly posting positive comments about you or your business or “retweeting” positive feedback you got from other followers. Be humble.
3. Share, share, share. Share relevant photos, videos or links. And by relevant we mean relevant to your business. For example, if your business is a fashion store, share links to photos of your newly arrived items. If you run a bar, share video clips of your hotshot barista showing off his moves. Sharing is how you connect with your customers.
4. Do not sort out a customer service concern in public. This defeats the purpose of social media marketing which is to create a positive image for your brand or business. If you have an unhappy customer ranting on Twitter, be diplomatic and professional about it and ask them to talk to you privately–whether online or offline.
5. But do engage customers about their customer service concerns. For example, use Twitter to tell your clients about your customer service policies or to direct them to other customer service channels, such as your contact numbers or e-mail address.
