Twitter is a great platform to learn what customers are saying about your product. It's also a great platform to engage customers to build stronger relationships with them and add additional value. Today, I'm going to share with you five tips on how to better engage with customers on Twitter.
Find key influencers
Often times brands will seek out people who are influential in a particular industry with the hope that that person will be willing to try its product and share their thoughts about it on Twitter, Facebook, Google+, or in some kind of article. While leveraging industry leaders or celebrities is certainly one way to spread information about your product, there are alternative methods that are potentially less costly with the same (or even better) benefits.
So who should you seek out as an influencer for your product? The answer is simple: your best customers. The ones who absolutely love your products and love talking about them. The beautiful thing about Twitter is that even if one of your best customers doesn't have a lot of followers, you can easily retweet and share their thoughts and feedback directly with your entire Twitter following, instantaneously making that customer feel important (something we will discuss more later).
That type of real world influence will have a much greater impact on a consumers purchasing decision than a particular celebrity endorsing your product.
Search and engage
Not everyone on Twitter will directly mention your Twitter account in their tweet, so I recommend using the Twitter search engine to find and engage with people talking about your product. While it's great when you see a stream of positive tweets, it's still important to reply to those tweets to continue to build a relationship with your customers so they know you are listening to them.
In many cases, it can be even more important to address negative tweets and make every effort to offer solutions and/or provide a way for the customer to get in touch with you further to resolve the problem.
Replying to neutral tweets can be an excellent opportunity to find out more information about what a particular customer thought of your product. A simple reply back asking "How do you like it?" or even "We hope you love it!" will make customers feel valued and important. Additionally, by engaging those customers you end up building a stronger relationship between them and the brand which can lead to them becoming a bigger influencer for you.
Deals & giveaways
Providing your Twitter following with exclusive Twitter deals and giveaways is a great way to grow your following and promote new products. This type of engagement encourages people to talk about your brand and product and also acts a great word-of-mouth promotional vehicle.
Incorporate photos and video
Brands that utilize photo and video platforms such as Instagram and YouTube tend to have higher engagement with customers. You can easily link both Instagram and YouTube to your Twitter account to tweet new content when it's posted. Sharing photos and videos that give your customers a sneak peek/inside look into what's going on at the company makes them feel more involved. It can also be a great way to create buzz around upcoming product launches or other announcements.
Let your customers know they are important
Showing customers that they are valued and important is crucial, it should be the foundation of your Twitter feed. You need to let them know that you care and are listening to what they have to say. Unfortunately, many brands strictly use Twitter as a means to push and promote products, company news, and other links. This should not be the case.
Twitter should be used a conversation platform between you (the brand) and the customer. Only once you take care of the customer should you promote.
By incorporating these tips into your Twitter activity you will immediately start providing more value to your customer. The more value you give your customer, the more they will trust your brand and the more they trust your brand, the higher their brand loyalty.