More businesses are finding Twitter is great for customer feedback. And more responsive brands are seeing greater loyalty and purchasing.
That’s quite an “aha” moment described in less than 140 characters, a la the short/snappy rules of Twitter. New research by eMarketer shows that more Twitter users want business to be there to answer their tweets. In fact, almost 60-$ of respondents said they would more likely follow a brand that answered them, and 64% said they would more likely make a purchase from that brand.
But are you to the point where your business interact with your customers without restraint? Said another way, are you prepared for a cultural change? If you have employees who handle customer complaints and answer questions that are made over the phone or via email, then they should also take responsibility to do so via social media platforms like Twitter.
You want to invite comments 24/7, but it’s smart to include your website address and phone number in your Twitter profile, with a note like: “We love your Tweets and try to answer each and every one, but please don’t hesitate to call or visit our website.”
Open up your business via Twitter –just make sure your customer service staff is ready to be followed!
