Tips for engaging your Twitter community

Twitter for business

Twitter has more than 230 million active users per month, generates more than 500 million Tweets per day, and 76% of its access is through mobile devices. We are talking about a real-time social media platform that connects users in over 35 languages to the latest stories, ideas, from entertainment and news to brands and businesses discussions. Twitter means engagement opportunities, sales, and recommendations to your business.

Customers are now using social networks to reach businesses and to talk about brands to friends and acquaintances 24/7—at home, at work and on the go via mobile devices.

How can you grow your presence on Twitter? How can you engage your community? How can you respond to positive and negatives tweets? These are our basic tips: be authentic, avoid “marketing speak”, and use simple and more informal language and tone of voice.

Growing your presence on Twitter:

  1. Identify near term goals like 
sales, customer care or brand presence, and make a plan.
  2. Create promotions and Tweets specific to Twitter.
  3. Integrate Twitter into traditional
campaigns like product launches and holiday sales.
  4.  Identify metrics to measure success like Retweets, site traffic or message response time.

Think about these best practices when engaging on Twitter:

Respond
Don’t keep customers waiting. It’s a real-time network so respond quickly.

Show your personality
Convey your brand’s personality throughout all your interactions with conversational Tweets.

Interact
Reply, Retweet, favorite and thank your customers for their loyalty.

Stand out
Tweet unique info about your business in addition to interesting content.

Compelling content
Diversify the types of content you share and have fun with your Tweets.

Stay consistent
Your brand voice should remain consistent but your tone can change based on the situation.

Tips for Social Customer Service

Are you listening to your customers on Social Media platforms? As we all know, poor communication can have epic consequences, so let us give you a few tips for offering great customer service via social media:

Be fast. Social media moves at rapid-fire pace and functions 24/7. Try to respond to all social media inquiries within two hours during normal business hours. In the social media world, two days feels like two weeks!

Be thoughtful. If a customer has a question or expresses a concern via social media, make sure you provide a caring and thoughtful response in order to show that your brand has both character and personality.

Always respond to problems. Customers appreciate being acknowledged by brands. No matter how big or small the issue is, it’s essential to recognize the person and the problem, and to let them know that you’re listening and you care.

Social Media customer serviceSay “thank you”. Got a compliment on your Facebook page? Show that you appreciate it. Happy customers are the best advocates your brand can have.

Double-check spelling and grammar.  People will judge your brand and the competence of your customer service professionals in those few 140 characters.

Share product and company updates. Do you have a new product or service? A new person joined the team? Are you switching offices? Tell your followers about it! People like to know what is happening behind the scenes.

Be Generous to your fans. There are many ways to reward your fans and followers on social media channels. You can offer fans exclusive deals or host frequent giveaways to reward them.

Why Social Media for small business? [Infographic]

How getting social can help you to grow your business

Why invest in traditional marketing when the world is going mobile and social media? For all sorts of businesses, small or large companies, is best to be out there in order to be seen, to prospect new customers, and to communicate with your audience.

There are plenty of social platforms online, such as Twitter, with 255 million monthly active users; Facebook, with 1.2 billion members; and Pinterest, with around 70 million active users. Being aware of that, investing in social media is clearly a low cost and effective option to reach a vast number of people.

However, before getting your business connected, make sure you answer these basic questions:

  1. Who are you trying to reach?
    Young people? Mothers? Men? Under or over 25 years old? Journalists? Define your audience and find out which social networks they prefer.
  2. What sort of content should you share?
    Will your audience be more interested in visual content? News articles? Fun facts? You need to know your public target first, and then get familiar with what is best to engage people.
  3. How much of your time do you want/need to dedicate to social media?
    Don’t even start if you can’t keep up with. Social media channels need to be updated regularly demand dedication, energy, time, and resources. Don’t have the time? Hire someone who knows social media.
  4. Do you have a plan?
    It is not just about posting information, but having consistent strategy on how you will manage your channels.
  5. Are you able to track success?
    Once you’ve built your social media strategy, you ought to measure success, so you know what and where to improve. Tools like Google Analytics  and Facebook Insights  can track where traffic to your website is coming from as well as report metrics based on your audience.

Social media for small business

BIMA Hot 100 of 2014

The top members of the Digital industry, by @BIMA on 1st of May

The second annual celebration of the 100 top digital influencers in UK took place at The Mayfair Hotel, in central London. The event also paid a tribute to bright personalities whose careers have helped build the digital industry, as @KateBurnsie, @Ajaz, @arusbridger, @petecashmore, and more.
BIMA 2014
The Digital Hall of Fame book can be found here.
And the Digital Hot 100 for 2014 in UK here.
Congratulations to everyone who was named in the #BIMAHot100 this year!