Four ways brands use Twitter
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Transcript of Four ways brands use Twitter
FOUR WAYS BRANDS USE TWITTER
NMA Live 09 - London@KerryatDell Communications, Dell Inc.
© Dell
WHAT IS THE OPPORTUNITY?
2
Sources: Hubspot Jan09 / Hitwise June09© Dell
WHAT TYPE OF MEDIA IS SHARED?
3UK Source: Robin Goad Hitwise June09
Twitter has become a key source of traffic to other websites.
During May 2009 Twitter was the 30th biggest source of traffic, accounting for 1 in every 350 visits.
© Dell
WHAT IS TWITTER?
4© Dell
TWITTER PAGE ELEMENTS
DELL CONFIDENTIAL 5
Icon/Image
Ba
ckg
rou
nd
Account Name / Handle
Bio
Last post (update or response)
Other Twitter accounts this person is following
A FEW BASICS
DELL CONFIDENTIAL 6
Mentions:
URL shortening:
Trending:
Re-tweeting - RT:
Reply / Direct Messages – D:
TWITTER ETIQUETTE
Be a person (of course) Have fun, be engaging, share,
collaborate Take the time to complete your
profile Remember that you represent
your company Be customer focused Avoid bad language or
phrases that may be offensive in another's eyes
Follow those who follow you
7© Dell
ESSENTIAL TOOLS
8© Dell
Who are you trying to network/converse with and why? Listen to your target audience. What would add value? You may have multiple objectives, but there should be
one primary objective.
CONSIDERATIONS BEFORE YOU START
DELL CONFIDENTIAL 9
SOME TWITTER OBJECTIVES
10© Dell
OBJECTIVES:
- Share Exclusive Offers- Customer acquisition
RESULTS:
BUSINESS DISCOUNTS
• @DellOutlet is in the top 100 Twitter accounts (over one million followers, increasing ~6K per day)
• Sold more than $3M in merchandise since 2007• Expanded into other businesses and counties
www.dell.com/twitter DellOutletUK© Dell
NETWORKING / PERSONAL BRAND
12
OBJECTIVES:
Raise visibility, share points of view, drive viewers to works
RESULTS:
• Many leaders and big thinkers are using twitter to advance their personal brand
• http://mashable.com/2009/05/20/twitter-personal-brand/
© Dell
CUSTOMER SUPPORT
13
OBJECTIVES:
- Engage customers - Improve customer relations
RESULTS:
• Regarded widely as a successful customer service channel. - Handles a small proportion of companies support requests
• Frank Eliason and team listen to customers, and meets them where they already are
• Over 21,000 followers
Twitter address: @ComcastCares © Dell
THOUGHT LEADERSHIP / NEWS FEED
14
OBJECTIVES:
- Share real time news and views
RESULTS:
• Media uses twitter as a source of news in real time
• Consumers and companies are sharing news
© Dell
FURTHER READING?
http://blogs.telegraph.co.uk/shane_richmond/blog/2009/01/06/twitter_a_stepbystep_guide_to_getting_started
www.chrisbrogan.com/50-ideas-on-using-twitter-for-business
www.readwriteweb.com/archives/5_ways_to_find_more_friends_on_twitter.php
http://mashable.com/2009/06/24/twitter-brand-best-practices/
15© Dell
HAPPY TWEETING!
16
@KerryatDell