We assume that Twitter is one of the lesser-known technology tools in Spanish SMEs, although its potential as a channel where direct marketing is huge if we know what “buttons” play. At this time we will draw on the wisdom of Chris Brogan, a marketing guru on-line has published a guide on how to improve the relationship with our customers and increase our sales through Twitter.
Step 1. Open an account
Before opening an account must be clear:
* User names that are already using our competition.
* What are the search terms or keywords by which a user could find.
Then choose the picture that will illustrate our account. At this point it is well to remember that the picture should make clear what we stand for as a company. Sometimes we use our corporate logo, sometimes be more appropriate to perform a design calculated to Twitter.
Step 2. Start the conversation
When we begin to write messages on our own, we think that users will tire quickly if they only talk about ourselves and our interests. Twitter is interacting with whom we read, we must think about who we read, what their interests are, what worries them, in short, be very clear what is the profile of our potential readers / customers.
A Twitter account gives us much freedom to discuss aspects of our sector, our competitors (in terms always nice) or the overview of the market. It is also an effective tool in managing claims and complaints. That is, if we perceive that a complaint is repeated with some insistence, we can leverage this channel discuparnos well for either to offer an effective solution.
Step 3. Be careful what you write!
By starting out with Twitter, we are asked “What are you doing right now?”. Answering this question can be very valid for personal accounts, but has little value in the business. Instead, it is much more effective response to another question: “What is what captures our attention right now?”
We have a person to take charge of our company Twitter account, but ideally a job that is shared among several employees. Thus, our information is much more dynamic, updated and varied. Again, we stress the importance of human factors in this type of communication.
We must not only inform but also to ask. Asking questions to our readers (followers called in the argot of this application) is an excellent way to learn about what concerns them and how we can improve our customer service in our company.
Step 4. Become a fan
As twittered, we also have the “duty” to follow other twittered. At first it may be difficult to determine who should we follow, but like everything else, just do a good job of pre. Let people who have interesting things to say about our industry, on issues that concern us as a company, regardless of our sales or market share.
If we talk about our products, we must do so constructively. That is, we must provide information actually useful, is not pure advertising. This is the aspect that should care more. Furthermore, it is not too much excess profit promoting our products. Remember that Twitter is not a sales channel.
Step 5. Remember these tips
Twitter can be very stressful if we are to “real time”. So a few tips for working with this tool without investing too much time:
* You need not read all the messages that are posted in the accounts to which you subscribe.
* No need to respond to all tweets that you intended.
* Use services like Twitter Search to find what you are talking about your business.
* Applications like Twhirl Tweetdeck and allow the use of Twitter is simpler and more effective.
* Do not use Twitter while all your colleagues are stressed by more important things.
* Learn to use tools that shorten the length of links, like TinyURL.
* Discuss the tweets from other users is a great way to build a community.