Is Your Brand A Bastard On

Twitter?

People are talking about you on Twitter. Are they talking with you?

Urooj KaziContent WizJustUnfollow.comTwitter|Facebook|LinkedIn

The story so far…

Every week, on JustUnfollow’s Twitter, we ask our 715,000+ followers one question and curate the answers they give. Last week’s question:

Your customers want social

Barring a couple, all responders said they had tried to contact a brand on Twitter.

Does your brand have a Twitter account? An active one?

People are talking about you, it’d be better if they could talk with you.

Words to the wise

Don’t forget the audience!

Twitter is a “social” network. If you aren’t interacting, you are doing something wrong.

They are cool…

You respond to them, you’ll become their favorite.

Don’t respond and swear words will follow.

Customer experience when brands respond…

Happy customers, word of tweet publicity, more sales, more profit.

And when you don’t…

They’ll either stop supporting you

Or take their complaint to a wider audience

Twitter is not enough…

And they’ll remember, if you forget

As this brand found out:

This tweet was made in August 2013, almost a year later. Told ya, they remember.

Tips for reputation management on Twitter

Reply as soon as possible Don’t take good feedback for granted Don’t ignore bad feedback Be nice, say hi Follow back – it opens the DM route for

your customers to contact you Encourage interaction – ask questions Surprise them occasionally – hold

giveaways

JUS

TU

NFO

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