Succeed with Twitter

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Andy Cohen - Counselor Dave Vagnoni- Counselor Hi Joel, great question. Absolutely. Twitter is a great place to find out information on your competitors. Of course, on Twitter, they'll know you're following them. So, information is likely to be watered-down, but it's definitely a good place to see what they're up to. Hi Marcia, Marcia, Don't worry about your number of followers. The more people you follow, the more that will follow you back. Make sure to follow all of your customers, industry contacts, etc--a lot of those will make sure to follow you as well. Hi Robert - As with all social media, unfortunately you can't dabble. There has to be a strong level of commitment by you. Tweeting 15 minutes twice per day, for example, won't cut it. You need to engage repeatedly. Now maybe you are being consistent in usage, but your message is not clear. Focus on a couple of goals over the course of a month. If you want to build business, stress market trends (why now is good time to buy certain promo items), customer service (what sets you apart from competitors) and promotions. If you don't think you're getting through to people, photos and videos get you noticed. Joel What if they say something bad about me and my company? How should I reply? I 02:13 PM Andy Cohen - I'd also suggest not worrying so much about the sales you generate through 02:14 PM Counselor Twitter. You'll know you're building a good community when followers start to retweet your content and your mentions increase. That means your audience is engaged in the things you're posting. Joel, honestly I'd be very surprised if anybody on Twitter is saying bad things about a competitor. That's very transparent and social media contacts tend to see through that pretty quickly. If the situation does come up, I wouldn't say anything back on Twitter. I'd send the person a private email addressing 02:16 PM their issues and concerns. The last thing you want is to get into a Twitter war of words. Nobody wins that, and customers who see it will view both sides negatively. Leslie Hi Dave-- if 15 minutes twice a day won't cut it, what level of frequency will? Without dedicated social media staff, how much time will I need to spend to be effective in the Twitter space?
Dave Vagnoni- Counselor Andy Cohen - Counselor Joel - Back and forth confrontations on Twitter can escalate and damage your reputation. Try to take complaints off line. Offer your work email as a way to communicate. That can also help you determine if a complaint is fake or not. You do have the right to refute - to stand up for yourself. Just don't get caught up in virtual fisticuffs. Joel Good advice Andy. Ok so since social media isn't supposed to be about the hard sell, how in the world do I use it so that it benefits my customers? Joel, provide information to them that they can use in their business. If many of your customers are marketing professionals, then tweet articles about branding, advertising, marketing strategies--anything that you think they'd be interested in seeing. Take a half hour every day to find articles online and send those links out to your followers. Paul Is there any etiquette to re-tweeting information? 02:17 PM 02:18 PM 02:20 PM Dave Vagnoni- Hi Leslie - Social media is about engagement. If a customer or prospect 02:21 PM Counselor responds to a Tweet you send and you don't reply for five hours, you might have lost a chance to really connect. Using smartphone apps can really help with this. I'm not saying social media time should replace selling time - that is not a good idea. I am saying you should be able to respond, send a picture or retweet an article that was forwarded to you on the spot. If you get in the habit of doing this, it's not overwhelming. Once you're practiced at using apps, like Twitter's app, it's like sending email. Andy Cohen - Counselor Barry I'm very skeptical of twitter as a sales tool. Where's the evidence that it actually leads to results? Joel Andy hits it over the wall again. What about case histories? Should I share success stories of customer promotions? Hi Paul, re-tweets can very valuable in helping you build an engaged audience. I'd suggest retweeting as much information as you want, but make sure you think it's valuable to your audience. Only thing I'd avoid: taking somebody else's tweet and making it your own. Hit the retweet button and move on. Don't take the link they tweeted and make it your own new tweet. 02:23 PM
Page 1: Counselor Chat Tuesday, October 2,2
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