It’s no secret that social media has changed the landscape. Consumers
have a direct line to businesses in a way they never had before. Social media
platforms are providing a public place for people to connect, share ideas, link
to fun and thought-provoking stories and visuals. They are also sharing their
customer experiences, good and bad, on all platforms, but with the most
immediacy on Twitter. If you’re not already monitoring your brand on Twitter, you
are missing out on a great opportunity to connect and engage with your
customers.
Building your brand on Twitter starts with being real
Consumers expect to interact with brands on social media. In
order to develop loyalty, it is imperative to create a personality for your
brand that is human, credible, likeable, and approachable. It needs to be real,
and it needs to be felt consistently across every touch-point.
Knowing that your customers are sharing their opinions about your
product on Twitter, how can you be proactive? What is your relationship like
with your customer? What are you doing to engage with your customers to encourage
them to tweet positively about your brand?
Brands that do well on social media are those that build
strategies that will get them noticed and remembered. Not every customer
experience is going to be great, but finding ways to use Twitter and Facebook creatively
will make you memorable.
Some brands have it right. My friend Karl (@TheKarltopia) hates being on
the road, but since his work requires it he reasons that he may as well enjoy
it, so he drives a Mercedes. Karl is
known for his positive attitude and when he loves something, he tweets about
it. He sent some positive vibes toward Mercedes Benz recently and they
responded promptly with a personal message and a custom banner, designed just
for him. You can bet Karl told all his friends about it.
How are you reaching your customers through social media?
What are they saying about you?
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