Twitter is a powerful tool of engagement and brands are well aware of that, as more and more are now using the network for customer support and marketing. There’ve even been brands that did not hesitate to “fight” over a customer on Twitter!
So there’s definitely a lot to learn from brands’ best Twitter practices. Let’s take a look at 7 things successful brands do on Twitter and you can do too, starting today.
Have a voice
Successful brands have managed to establish their voice on Twitter by choosing their own distinct style of tweeting. Lots of brands often include in their tweets the name of the employee that sends out the message, for a more personal touch. Take home message? Be authentic and witty, interact with your followers and tweet as an actual human being rather than as a “Twitter robot”. Here’s how Oreo does it:
Be a good listener
Good brands know how to identify the needs of their customers, or even better the needs of their potential customers. Kinda like Walmart:
Notice the lack of hashtags in the customer’s tweet? Tracking hashtags that are relevant to your brand is a must-do, but sometimes you need to run that extra mile. Use Tweetdeck to set up searches of different keywords that are useful to your brand and add them to your dashboard.
Ask and get feedback
Twitter is great for instant direct communication. So don’t be afraid to ask your customers questions on your products as this is a great way for brands to get direct feedback. Microsoft does it!
Brands, not ostriches
Big brands know that ignoring a mention by a customer is probably a bad idea. Lots of successful Twitter brands often reply a simple and humble “thank you” to a shoutout but most importantly we’ve seen brands replying to unsatisfied customers who mention them on Twitter. Take American Express for example:
Ask for a RT
By now we’ve established that there’s nothing wrong with asking for a RT as long as you don’t beg for it. Successful brands on Twitter do ask for RTs. It works for Cadbury, why not for you?
Vine after Vine
The past few months we’ve seen a lot of major brands experimenting with Vine on their Twitter timelines, and it works! Here’s a great example of how Samsung (that’s basically a Vine-holic) does it successfully:
Engage in discussions
Brands always try to come up with different ways to engage with their audience, creating a sense of community for their customers. Taco Bell for example often has realtime Twitter discussions with their followers, thus increasing their engagement.
So, if you are looking for inspiration to tweak your Twitter performance, take the example of brands that are successful on Twitter can help tailor their best practices to fit your brand and why not, emulate their success.
Got any tips of your own to share? Let us know in the comments below, and don’t forget to spread the word!