How Customer Service Can Turn Into Your Best Marketing with Dan Gingiss
#TwitterSmarter Chat Recap: 6-1-17
Here’s a recap of our fave tweets from this week’s informative and insightful chat. We’d love to hear from you! Please feel free to comment below and share your two cents on these questions.
I had such a wonderful time last week with @dgingiss on the #TwitterSmarter "after chat" livestream on Facebook. https://t.co/FALeZw26lS pic.twitter.com/0XbBfCRpJl
— Madalyn Sklar (@MadalynSklar) June 4, 2017
Please welcome our guest @dgingiss. Topic: How #CustomerService Can Turn Into Your Best Marketing. #TwitterSmarter pic.twitter.com/WhpKLMtgdX
— Madalyn Sklar (@MadalynSklar) June 1, 2017
Ask @hootsuite:
We invited our friends from Hootsuite to come on the chat and kick it off by answering one pressing question about Twitter marketing.
Ask @hootsuite: What are the benefits of Twitter analytics? #TwitterSmarter pic.twitter.com/VvsGdu9c0Z
— Madalyn Sklar (@MadalynSklar) June 1, 2017
1|4 To put it simply, Twitter analytics let you know how you're doing with your channel aka what's working and what is not. #TwitterSmarter pic.twitter.com/1Bbqvn60o1
— Hootsuite (@hootsuite) June 1, 2017
2|4 Your analytics will tell you what content is resonating with your audience. More engagement = Share more of that ? #TwitterSmarter pic.twitter.com/eE2Bp62W8E
— Hootsuite (@hootsuite) June 1, 2017
3|4 Monitor your analytics so you know what is succeeding and can replicate your success! #TwitterSmarter pic.twitter.com/RfTOeD4Qqv
— Hootsuite (@hootsuite) June 1, 2017
4|4 Learn how to use Twitter analytics like a pro with this article: https://t.co/TRv9OMQ0K1 #TwitterSmarter pic.twitter.com/XcIY87MCQM
— Hootsuite (@hootsuite) June 1, 2017
#TwitterSmarter Chat
Q1: How important is Twitter for customer service? #TwitterSmarter pic.twitter.com/CEub0JQYcM
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A1a: For most U.S. brands I’ve talked to, Twitter has thelargest volume of social media customer service inquiries. #TwitterSmarter https://t.co/EhAv53bnIS
— Dan Gingiss (@dgingiss) June 1, 2017
A1b: Twitter’s own research showed customer care leads to
higher revenue and customer satisfaction. https://t.co/r7w28B01a0 #TwitterSmarter https://t.co/EhAv53bnIS— Dan Gingiss (@dgingiss) June 1, 2017
A1c: Simply put, if you are not on Twitter engaging with
your customers, you are missing out on rich brand conversations #TwitterSmarter https://t.co/EhAv53bnIS— Dan Gingiss (@dgingiss) June 1, 2017
A1: Engaging with your customers on Twitter is the most important thing you can do! #TwitterSmarter https://t.co/Ak3afeVGB1
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A1: If your customers are on Twitter, then it's your first line of defense for #custserv. #TwitterSmarter
— Berrak – Follow BerrakBiz on Threads (@BerrakBiz) June 1, 2017
A1) Twitter is incredibly important! It is a quick/easy/relevant way for consumers to connect with brands! Easy DM's too! #twittersmarter
— Perry Smithers (@GayMarketer) June 1, 2017
A1: It is definitely one of the top platforms where users complain, ask questions & get resolutions, so SUPER IMPORTANT! #TwitterSmarter https://t.co/IXNcwmBtXM
— Katelyn Brower (@KatelynBrower_) June 1, 2017
A1 Twitter is one element of customer service, depending on where customers are. It's a channel that calls for quick action. #TwitterSmarter
— Jim Katzaman – Get Debt-Free One Family at a Time (@JKatzaman) June 1, 2017
A1. So important for good & bad #custserv. You need to be available and responsive otherwise you're providing a disservice. #twittersmarter
— Your Web Content Writer (@WebContent4U) June 1, 2017
https://twitter.com/PolePositionMkg/status/870329414319575041
A1: Depends on your biz, but Twitter is a big, big deal and I'd argue it should be made an even bigger deal. It's efficient. #TwitterSmarter https://t.co/wMst2DPyMC
— Chris Strub (@ChrisStrub) June 1, 2017
A1 It's your chance to respond in real time and to show your customers you care #TwitterSmarter
— Sian Apjohn-Williams (@SianApjohn) June 1, 2017
A1 Very important & a great resource. We use it to immediately respond letting them know we'll follow up in detail shortly #twittersmarter
— 𝐉𝐞𝐟𝐟 𝐃𝐚𝐠𝐥𝐞𝐲 🇺🇸 🏳️🌈🇮🇪 (@jdags) June 1, 2017
A1
Twitter + #CustServ
-immediacy
-fluid convos
-humanize brand
-follow up opportunities
-feedback =prevent repeat issues#TwitterSmarter pic.twitter.com/Wh1QEep45o— Gabriela Cardoza (@CardozaGab) June 1, 2017
A1 Social customer care is increasingly important. If you're not on here, you're missing out! #TwitterSmarter pic.twitter.com/Dkf1Hs3rrj
— HeyOrca! – Social Media Scheduler (@HeyOrca) June 1, 2017
A1: Twitter allows you to quickly respond to your audience in real-time. It's easier to have a conversation here. #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) June 1, 2017
A1. If you're are on your "A-Game" with Twitter to your audience with immediate responses only establishes your PR the more #TwitterSmarter pic.twitter.com/hMYGnqJpUy
— Troy Sandidge (@FindTroy) June 1, 2017
Q2: Why is engaging on Twitter with existing and potential customers so important? #TwitterSmarter pic.twitter.com/S9BAUekXTM
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A2a: Your customers are already talking about your brand;
you might as well participate in the conversation! #TwitterSmarter https://t.co/uGrA7ilYeV— Dan Gingiss (@dgingiss) June 1, 2017
A2b: Potential customers look to Twitter to see if you are a company with which they would like to do business. #TwitterSmarter https://t.co/uGrA7ilYeV
— Dan Gingiss (@dgingiss) June 1, 2017
A2c: Current customers look to Twitter to compliment,
complain, or ask questions. Brands should engage with everyone. #TwitterSmarter https://t.co/uGrA7ilYeV— Dan Gingiss (@dgingiss) June 1, 2017
A2: You have the opportunity to, as @iSocialFanz puts it, Show You Care. It's incredibly important. #TwitterSmarter https://t.co/F92TO8QRup
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A2: Engaging with customers on Twitter builds trust, loyalty, and community. It's in real-time and easy to engage. #TwitterSmarter #CustServ
— Berrak – Follow BerrakBiz on Threads (@BerrakBiz) June 1, 2017
A2: It helps set the tone for their experience #TwitterSmarter
— The Singing Tech ? (@SingingTech) June 1, 2017
A2. NURTURING! Maintaining those relationships serves a dual purpose b/c it shows potential customers you value them. #TwitterSmarter pic.twitter.com/FjuRyIqoC7
— Troy Sandidge (@FindTroy) June 1, 2017
A2: Not only is it another space to develop your voice as a brand, but increased engagement leads to brand loyalty #TwitterSmarter pic.twitter.com/yTFhfGBnH0
— LAVIDGE (@lavidgeco) June 1, 2017
https://twitter.com/OmnipoTony/status/870330959345975296
A2. This type of #Engagement is important to establishing and maintaining good customer relationships long term #TwitterSmarter pic.twitter.com/jN0tXgfthY
— ❤❤#FreelanceWriter. Marketer. Influencer. 😘🤓😏 (@msloydwrites) June 1, 2017
A2: We need to personalize/humanize our relationships w/ customers & prospects. Twitter = the place to do that in real-time. #TwitterSmarter pic.twitter.com/bQkgABYIPN
— Katelyn Brower (@KatelynBrower_) June 1, 2017
A2. Engaging on Twitter builds trust between the two. And who do we buy from? Those we trust! #TwitterSmarter
— Chris Muccio (@CFOStrategist) June 1, 2017
A2: The potential— identify opportunities for new customers, first timers to repeat customers, repeat to brand evangelists. #TwitterSmarter https://t.co/G48EtjWFhm
— Robert Fischer (@_imPRessive_) June 1, 2017
https://twitter.com/AndreaPAbbott/status/870331213701042176
A2.
Genuine
ENGAGEMENT
transforms followers
into
advocates!Increases
-loyalty
-trust
-rep.
-recog.
-thought leadership#TwitterSmarter pic.twitter.com/Kgmo1oGlF0— Gabriela Cardoza (@CardozaGab) June 1, 2017
A2: It gives u an opportunity 2 respond 2 customer concerns w transparency & authenticity. Social media is meant 2 b social. #twittersmarter
— Alexandra Schmidt (@alliecherie) June 1, 2017
A2: Twitter is an intimate platform which allows personalities to shine through. Deep conversations can be had. #TwitterSmarter pic.twitter.com/p16SslyFHN
— Jennifer Bulandr (@JenniferBulandr) June 1, 2017
A2: Engaging with your audience shows you're paying attention and that you're genuinely interested in what they have to say. #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) June 1, 2017
A2 Twitter is real-time, and that is the high bar for customer service. #TwitterSmarter
— Ross Quintana💻 (@Ross_Quintana) June 1, 2017
A2 no one wants to be on the end of an automated call/message. They want to interact we people. #twittersmarter
— Rina Popat (@RinaSPopat) June 1, 2017
Q3: How would you define a seamless customer service experience on Twitter? #TwitterSmarter pic.twitter.com/OSLBjSdEha
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A3a: When a #customerservice inquiry is responded to quickly
and resolved on the first try without switching channels. #TwitterSmarter https://t.co/WEHBg4AZwu— Dan Gingiss (@dgingiss) June 1, 2017
A3b: In addition, brand handles should be easy to find and
service hours should be clearly posted to manage expectations. #TwitterSmarter https://t.co/WEHBg4AZwu— Dan Gingiss (@dgingiss) June 1, 2017
A3c: "Seamless" means different things to
different people, but generally it should be fast, easy, and enjoyable.#TwitterSmarter https://t.co/WEHBg4AZwu— Dan Gingiss (@dgingiss) June 1, 2017
A3: For me it would be a response within an hour. Companies have an opportunity to provide immediate care. Do it! #TwitterSmarter https://t.co/gIFgtrPgef
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A3: Respond ASAP – provide as much support you can, make it personal & follow-up! #TwitterSmarter https://t.co/6E9j4jM9C4
— Katelyn Brower (@KatelynBrower_) June 1, 2017
A3: Answering every question every time like @jaybaer recommends #TwitterSmarter
— The Singing Tech ? (@SingingTech) June 1, 2017
A3 Immediate or quick response, addressing the concern/issue, and communicating a fix. People want to be heard #twittersmarter
— Erin Johnson (@mediamaidcfl) June 1, 2017
A3) Adress complaint > move to DM > take action (fix issue, move to email, phone call) > follow up to ensure resolved! #twittersmarter
— Perry Smithers (@GayMarketer) June 1, 2017
A3 Shows company personality, quick to respond, solves issues, attentive, calm. Not rocket science, just hard to do 24/7. #twittersmarter
— Eric Sachs (@EricSachs_SEO) June 1, 2017
https://twitter.com/SFerika/status/870332031854559232
A3: Respond as soon as possible, be human, take questions offline when it's time, and don't forget to follow up. #TwitterSmarter
— Berrak – Follow BerrakBiz on Threads (@BerrakBiz) June 1, 2017
A3. A seamless customer service on twitter would be you answering the audience within 24 hours and they "leave" happy #twittersmarter
— Cheval John (@chevd80) June 1, 2017
A3: Brands need to be responsive to all interactions from customers, both positive and negative ones. #TwitterSmarter
— JMatt (@JMattMke) June 1, 2017
A3 Seamless customer service on Twitter is really about being resposive and solving problems not directing traffic #TwitterSmarter
— Ross Quintana💻 (@Ross_Quintana) June 1, 2017
A3. Seamless customer service on Twitter is addressing the positive and the negative — not just with canned responses! #twittersmarter
— Jessica Lynn (@JessTheWriter33) June 1, 2017
A3: It reflects the preparation, time, and strategy that you've put in place for customer interactions. #TwitterSmarter pic.twitter.com/MSXXzqHFXH
— Jess O'Brien🤘🏼🐙🤘🏼 (@JessOB1kenobi) June 1, 2017
A3.
Seamless
Twitter #customerService:REAFFIRMS
brand's values,
message, purpose & commitment to it's audience.#TwitterSmarter pic.twitter.com/PFNWBtdfUt— Gabriela Cardoza (@CardozaGab) June 1, 2017
A3. 1. Customer makes an inquiry 2. Inquiry is resolved as quickly as possible. 3. Customer is satisfied w/the resolution. #TwitterSmarter pic.twitter.com/dmUvNyw25k
— ❤❤#FreelanceWriter. Marketer. Influencer. 😘🤓😏 (@msloydwrites) June 1, 2017
A3:
❗️Acknowledge
❗️Reply quickly
❗️Solve the issue
❗️Thank them for bringing to your attention #twittersmarter— Jennifer Bulandr (@JenniferBulandr) June 1, 2017
A3: Respond in a timely manner. You don't have to be available 24/7, but you can set virtual office hours + publicize them. #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) June 1, 2017
a3 Where the Company / Brand Sets up the Customer's Expectations Ahead of Time on Twitter @KLM Does this Brilliantly! #twittersmarter
— Debi Norton (@BRAVOMedia1) June 1, 2017
A3: A "seamless" #CustomerService experience on #SocialMedia involves timely resolution online without much back and forth. #TwitterSmarter
— Carlos Gil (@carlosgil83) June 1, 2017
A3) Our biggest client was landed via Twitter DM at 2:00AM on a Wednesday! Be aware of other Timezones! #twittersmarter
— Perry Smithers (@GayMarketer) June 1, 2017
Q4: Should brands respond to customers 24/7? What is your recommendation? #TwitterSmarter pic.twitter.com/UbPnaoZewx
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A4a: It depends on the company and industry. Airlines are
expected to answer 24/7; Local retailers are not. #TwitterSmarter https://t.co/hxAvVR20P9— Dan Gingiss (@dgingiss) June 1, 2017
A4b: The best way to determine if you should be
24/7 in social media is to ask your customers! What do they need and when?#TwitterSmarter https://t.co/hxAvVR20P9— Dan Gingiss (@dgingiss) June 1, 2017
A4c: Big, global brands should generally be 24/7 but smaller
brands need not be. Always post your available hours! #TwitterSmarter https://t.co/hxAvVR20P9— Dan Gingiss (@dgingiss) June 1, 2017
A4: Yes! Brands have the opportunity to provide amazing, prompt service. The world revolves around 24/7. #TwitterSmarter https://t.co/i3rPkxuNGT
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A4: We've come to expect customer service on Twitter 24/7. It's time for those not doing it, to catch up. #twittersmarter
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A4. I don't think all brands need to be available 24/7, but they should be cognizant of reply times. #twittersmarter
— Jessica Lynn (@JessTheWriter33) June 1, 2017
A4: I don't think it's necessary to have 24/7 support on social. I would put the hours in the bio though. #TwitterSmarter pic.twitter.com/cIhvPgtQr6
— Jenn Baker Blog (@jennbakerblog) June 1, 2017
A4 Maybe not 24/7, but at least acknowledge customer interactions, complaints, etc. It shows your customers you value them. #TwitterSmarter
— Pinpoint Laser (@PinpointLaser) June 1, 2017
A4: Set virtual office hours and publicize them on your Twitter account. People will know when you're available. #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) June 1, 2017
A4 – Yes, and this is a rare instance when an auto-DM is valuable. Tell the customer when to expect a response. #Twittersmarter. Acknowledge
— Chris Farrell, CPA (@CFarrellCPA) June 1, 2017
A4: expectations are v high. If you can manage < 24 hrs great. If not, why not include a response policy in your bio #twittersmarter
— Suzanne Shaw (@SShawConsulting) June 1, 2017
A4) Twitter is available 24/7 – Your brand should be too! #twittersmarter
— Perry Smithers (@GayMarketer) June 1, 2017
https://twitter.com/OmnipoTony/status/870334467885469696
A4 Above all, make sure your customers/followers know when you're NOT available. Set the expectation. #twittersmarter
— Erin Johnson🌐 (@mediamaidcfl) June 1, 2017
https://twitter.com/terezadickson/status/870334982740488195
A4 Creating that separation is necessary when starting. But as you scale, your hours need to increase. #TwitterSmarter pic.twitter.com/u8PpLkneCv
— HeyOrca! – Social Media Scheduler (@HeyOrca) June 1, 2017
A4. We live in a "can't wait" mentality but if your whole digital identity tanks over one person's complaint? Check yourself #TwitterSmarter pic.twitter.com/H7PNq6NFOd
— Troy Sandidge (@FindTroy) June 1, 2017
A4: #SMBs should determine reasonable SLA out of office hours. Big #Brands should provide 24/7 quick response. #twittersmarter
— Benny Gelbendorf (@BGelbendorf) June 1, 2017
Q5: What are some steps in defining a customer service support strategy for a brand? #TwitterSmarter pic.twitter.com/A2Ep1d5lIY
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A5a: There are 8 steps to "Winning at Social Customer Care" per my new book. Here they are (h/t @cheddar). #TwitterSmarter pic.twitter.com/FS8diektfO
— Dan Gingiss (@dgingiss) June 1, 2017
A5b: Creating a Social Customer Care Philosophy
is a must-have first step. More about that here: https://t.co/CGqRGiAE5Z#TwitterSmarter https://t.co/tXJXzEn56u— Dan Gingiss (@dgingiss) June 1, 2017
A5c: Choosing the right technology, hiring and training a
team, and establishing a repeatable process are key. #TwitterSmarter https://t.co/tXJXzEn56u— Dan Gingiss (@dgingiss) June 1, 2017
A5: It all starts with a plan. Sit down with your team and hammer it out. #TwitterSmarter https://t.co/LZxt9MYqjX
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A5: There needs to be some way to track a customer's question from start to finish so it doesn't get lost or worse forgotten #TwitterSmarter https://t.co/NnDwGhTJFb
— Robert Fischer (@_imPRessive_) June 1, 2017
A5: I work in the nonprofit sector, it's important to identify what your staff can provide & if you have the budget for it. #TwitterSmarter
— JMatt (@JMattMke) June 1, 2017
A5: #listen. Determine KPI's to evaluate the cost/benefit of CS via social vs. telephone/email, pilot, evaluate, scale #twitterSmarter https://t.co/iXnqr3HvrA
— Stacey DePolo 🌻 (@sdepolo) June 1, 2017
A5: Oh man, I just wrote an article on Twitter CS strategy and Brand Advocacy! #TwitterSmarter https://t.co/uk3FIVrpA1
— Jeff Higgins (@ItsJeffHiggins) June 1, 2017
https://twitter.com/OmnipoTony/status/870335447377076224
A5. This will differ for brands. But having an allocated platform to deliver customer support service is the 1st step. #TwitterSmarter
— Cristina Moniz (@thatlondonmum) June 1, 2017
A5. Decide who is responsible for CSS & have in place a set of protocols for dealing with problems. #TwitterSmarter
— Sandi Chaitram (@ChaitramDigital) June 1, 2017
A5: define the channel/s for support, provide some information (e.g. FAQ), enhance presence. #twittersmarter
— Benny Gelbendorf (@BGelbendorf) June 1, 2017
Q6: How can customer service help support your business and marketing strategy? #TwitterSmarter pic.twitter.com/sVQzpWDhxn
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A6a) #Marketing and Customer Service must work together in
social media, because one creates the need for the other. #TwitterSmarter https://t.co/q7QZRzOH8K— Dan Gingiss (@dgingiss) June 1, 2017
A6b) When brands do a great job of serving their customers on social media, that becomes marketing because it’s in public. #TwitterSmarter https://t.co/q7QZRzOH8K
— Dan Gingiss (@dgingiss) June 1, 2017
A6c) Your #customerservice team can tell you what #marketing
is working and what isn't from a sentiment perspective. #TwitterSmarter https://t.co/q7QZRzOH8K— Dan Gingiss (@dgingiss) June 1, 2017
A6: Customer service is often the best marketing strategy; people love telling friends about great experiences with brands. #TwitterSmarter https://t.co/SgsFnD3cjB
— Chris Strub (@ChrisStrub) June 1, 2017
A6 Customer service is really about customer advocacy and facilitating their needs, hopefully with YOUR brand!
#twittersmarter— Erin Johnson🌐 (@mediamaidcfl) June 1, 2017
A6: Potential customers do their research; they want to see how you interact with current customers. Put your best foot fwd! #TwitterSmarter
— JMatt (@JMattMke) June 1, 2017
A6: Customer service allows you to identify the needs and struggles of your audience. Pay attention to what they're saying! #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) June 1, 2017
A6: They talk to your customers the most. It pays to have quality on the front lines #TwitterSmarter
— The Singing Tech ? (@SingingTech) June 1, 2017
A6: #CustServ needs to be an integrated part of your marketing strategy. Happy and loyal customers create word-of-mouth. #TwitterSmarter https://t.co/hZ2SJRpNl6
— Berrak – Follow BerrakBiz on Threads (@BerrakBiz) June 1, 2017
A6. Great customer service will spread positive reviews of your brand online and we all know how valuable that is! #TwitterSmarter
— Chris Muccio (@CFOStrategist) June 1, 2017
https://twitter.com/SFerika/status/870336167400452097
A6. It's about integrity. If a brand can trust you & sees interactions among others, the more likely they will confide in it #TwitterSmarter
— Nikki Pezzopane (@NikkiFica) June 1, 2017
A6: I often think of myself as a connector- getting people to our info, resources, and events. #TwitterSmarter pic.twitter.com/4cAROzzxdD
— Jennifer Bulandr (@JenniferBulandr) June 1, 2017
A6: Helping builds trust. When you have a customer & audience base that trusts you, WOM becomes 1 of your strongest assets #TwitterSmarter
— Jeff Higgins (@ItsJeffHiggins) June 1, 2017
A6: You can learn more about how customers are using your products and use that info to improve on them. #twittersmarter
— Social Chefs (@socialchefs) June 1, 2017
https://twitter.com/terezadickson/status/870336753395273728
A6 Listening to your customers and their pain points is how you can improve your business on all levels, not just product #TwitterSmarter pic.twitter.com/eV5ezqrKaa
— HeyOrca! – Social Media Scheduler (@HeyOrca) June 1, 2017
https://twitter.com/dmmacdougall/status/870336911042367488
A6 (1/2)
Customer Serv
= great time to-demonstrate brand values
-build trust
-create loyalty
-practice active listening#TwitterSmarter pic.twitter.com/7vO0bwbhAV— Gabriela Cardoza (@CardozaGab) June 1, 2017
A6. #CustomerService is everything. It is the stems that connect all other aspects of business & marketing to grow sales #TwitterSmarter pic.twitter.com/Ru1DfsAkOu
— Troy Sandidge (@findTroy) June 1, 2017
Q7: How does social customer care tie back to your business? #TwitterSmarter pic.twitter.com/WvTG13CRGJ
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A7a) It provides a view of what's not working with your
product or service – make sure to fix these underlying issues! #TwitterSmarter https://t.co/WgFUJlPEuP— Dan Gingiss (@dgingiss) June 1, 2017
A7b) It provides a quantifiable list of ideas to improve
your current products or even create new ones. #TwitterSmarter https://t.co/WgFUJlPEuP— Dan Gingiss (@dgingiss) June 1, 2017
A7c) Savvy companies are tying social customer care engagements back to their CRM to impact future experiences even offline. #TwitterSmarter https://t.co/WgFUJlPEuP
— Dan Gingiss (@dgingiss) June 1, 2017
A7 SM customer care is free advertising, it directly relates to failure or success of a business. #twittersmarter
— Erin Johnson🌐 (@mediamaidcfl) June 1, 2017
A7. If you take care of the customers, they will take care of you. You could create a brand ambassador off one interaction. #TwitterSmarter
— Nikki Pezzopane (@NikkiFica) June 1, 2017
A7. Customers are at the heart of your business, so it's crucial! You've got to keep them sweet & they'll keep coming back. #TwitterSmarter
— Cristina Moniz (@thatlondonmum) June 1, 2017
A7.
Gives you
valuable insightthat allows
you to improve your-services
-offerings
-experience
-customer journey
-etc.#TwitterSmarter pic.twitter.com/5hwlsSd3TG— Gabriela Cardoza (@CardozaGab) June 1, 2017
A7: When customers and potential customers see you truly care, word spreads. #TwitterSmarter
— Laura Denny (@ldcreativemedia) June 1, 2017
A7 It opens engagement so that customer can interact with a Biz which expands experience & personalizes? #TwitterSmarter
— BrainBlender?? (@BrainBlenderTec) June 1, 2017
https://twitter.com/terezadickson/status/870338663946866688
A7: It tells you how well you connected with customers and what they thought about how u connected with them. #TwitterSmarter
— Justin Bienvenue ? (@JustinBienvenue) June 1, 2017
A7. The more you learn your audience the better you can convey to your audience and the more engaged they are with you #twittersmarter pic.twitter.com/wF03K8z5jG
— Troy Sandidge (@FindTroy) June 1, 2017
A7: It shows that your brand is available to reach your consumers where they are. Also it helps influencers connect w/ u #TwitterSmarter
— Jenn Baker Blog (@jennbakerblog) June 1, 2017
A7: social customer care provides high visibilty of the #brand, serves as #ewom , help with complementary products and more. #twittersmarter
— Benny Gelbendorf (@BGelbendorf) June 1, 2017
Q8: Name some brands excelling in customer service on Twitter? #TwitterSmarter pic.twitter.com/VJBjM0N8md
— Madalyn Sklar (@MadalynSklar) June 1, 2017
A8a) The brands featured in my book! @SouthwestAir, @Fitbit,@Dell, @Telstra, @TMobileHelp, and @Discover | #TwitterSmarter https://t.co/drfxYOwCzh
— Dan Gingiss (@dgingiss) June 1, 2017
A8b) Many smaller brands highlighted in my book are awesome, too: @SpotifyCares, @brewhouse, @iOgrapher, and @VegaTeam | #TwitterSmarter https://t.co/drfxYOwCzh
— Dan Gingiss (@dgingiss) June 1, 2017
A8c) Some I've personally engaged with: @AmericanAir,@AppleSupport, @AskTSA, @HyattConcierge and recently @comcastcares |#TwitterSmarter https://t.co/drfxYOwCzh
— Dan Gingiss (@dgingiss) June 1, 2017
A8. I have to say, @CoxHelp is always right on it if I have issues with my internet. Props to them! #TwitterSmarter
— Nikki Pezzopane (@NikkiFica) June 1, 2017
A8 in the #uk @Tesco @johnlewisretail and @ArgosHelpers are just some of the few with great customer service on social media #twittersmarter
— Rina Popat (@RinaSPopat) June 1, 2017
https://twitter.com/OmnipoTony/status/870338305380032520
https://twitter.com/AndreaPAbbott/status/870338342486892544
https://twitter.com/PolePositionMkg/status/870338519511814145
A8: I've always been happy with @hootsuite, @toggl, and @coveragebooks whenever I have questions or something wrong! #TwitterSmarter https://t.co/OAzdrIwEaD
— Robert Fischer (@_imPRessive_) June 1, 2017
A8. @buffer are amazing! And they personalise their tweets too. What's not to love. #TwitterSmarter
— Cristina Moniz (@thatlondonmum) June 1, 2017
A8 More & more banks are doing well on Twitter to address issues & humanize Brands Airlines are also really mobilizing? #TwitterSmarter
— BrainBlender?? (@BrainBlenderTec) June 1, 2017
A8- @john_ruffini with @RandstadUSA , @Rose_Winn w/ @SNHU & @Elleywood1 w/ @usbank #TwitterSmarter 💪
— 🏈 Pigskin Petey 🏈 (@pigskinpetey) June 1, 2017
A8: @zappos is the one come to mind. #twittersmarter
— Benny Gelbendorf (@BGelbendorf) June 1, 2017
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow me at @MadalynSklar. I’m also available for one-on-one and group coaching and consulting. Get details here.
Be sure to join us every Thursday on Twitter at 1pm ET at hashtag #TwitterSmarter.
