Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 11th September 2018.
Details of our next Twitter Chat:
Click here for more information about our Twitter Chats.
Below is a curated version of the Twitter Chat with Samantha Kelly.
From ManageFlitter's Design Lead, Kate Frappell:
- How can a brand’s journey be influenced by embracing Twitter?
- As a small business owner days are busy! When is the best time to outsource your social media management?
- What is the best way to respond to a mention or Tweet?
- How do famous brands bring ‘humanity’ to their engagement strategy?
- What are your top 5 suggestions for new brands who wish to effectively use Twitter for business?
- 87% of Twitter users said they would buy from a small business they had engaged with on Twitter. But how should a business deal with negativity on Social media?
- So you have been on Twitter for years, but you’re still not shining. Why is Twitter not working for your business and how can that be changed?
Design Lead Answers
Aa) On example I can think of is @Charmin - they do an impressive job of selling toilet paper on Social. Their use of clever hashtags and humour have lead to an engage community on Twitter. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 11, 2018
Ab) Another lesser known brand I love is We Rate Dogs - an online merchandise store that has built an engaged community on Twitter through it’s witty and humorous ‘Thoughts of Dog’ (@dog_feelings) Twitter account. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 11, 2018
A.1 Taking your customer on a journey is a HUGE part of using Twitter. People on twitter want to learn, be entertained or have fun and get the latest news as it happens so your brand story behind the scenes is a huge part of what your followers will be looking for. #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A1.— Virtuoso Assistant #MarketEdLive 📩 🎨 (@VirtuosoAssist) September 11, 2018
Twitter allows a brand to -
🔺find their target audience
🔺start engaging with prospective customers
🔺find out their ‘pinch points’
🔺provide a solution
🔺build a brand reputation
🔺start creating a community of loyal brand advocates#SocialROI
A1: I'm trying to interpret the phrasing of this question. I think a brand can learn a ton about how its audience and customers perceive the brand by leveraging social listening on Twitter. #SocialROI https://t.co/AXTn4D9myM— Chris Strub, Millennial Keynote Speaker (@ChrisStrub) September 11, 2018
A2: (a) Only when you find it is too time consuming for you. Your personality is your unique selling point so try to do it yourself, BUT do learn how to do it properly. Get training from experts. #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A. 2 (b) But if you do decide to outsource make sure they are also aligned with your brand and know what they are doing! #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A2. As soon as you can afford it is my first answer, but I think you have to consider the cost of time as well. If you are spending all your time on social and not on activities that bring in revenue- you will have a hard time sustaining the biz. #SocialROI— Gene Petrov - Leadership Coach to Marketers (@GenePetrovLMC) September 11, 2018
a2 small business owners have a hard time "letting go" of their "baby". here in Pt people think: "well, i can do social media. i own the company, i know how to talk w/ people" - i'm not saying they don't know, but you have to know the platforms and adapt! #socialroi— Joana Rita Sousa 🦄 💩💎 (@JoanaRSSousa) September 11, 2018
A3), Treat interactions on social media the same way as you would in real life. If someone throws you a compliment, say 'thank you'! #SocialROI— Sarah Clay Social. Common Sense approach to Social (@CurlyClay) September 11, 2018
A.4: (a) By listening to what their customers are talking about. Monitor mentions with a tool like @Brand24 or engage with THEIR followers for a change. Make a list of brand advocates who deserve a shout out or RT #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A. 4 (b) Don't get just anyone to manage the account. Get a professional who understands social media. I see too many 'put the junior' on it and mistakes are made. Get training or learn if you don't 'get it' #SocialROI Be human, Big brands can have a personality on Twitter too!— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A4. Brand voice and tone play a large part. I've heard a lot of people say they want to be like Wendy's. Nothing about Wendy's brand voice sounds robotic or automated or forced. They're casual and sarcastic (not to mention the memes); they've humanized the brand.#SocialROI— Pearl Morbs (@PeculiarBeastie) September 11, 2018
A4 Keeping the tone of voice consistent while touching on what resonates best with your audience could bring the h2h factor to life...After all it is all about the human interaction #SocialROI— Shruti Deshpande (@shruti12d) September 11, 2018
A.5: 1,Be kind, Assist others (it’s not all about you),— Samantha Kelly (@Tweetinggoddess) September 11, 2018
2. Share your knowledge (Add value),
3.Learn how to use each platform properly for maximum benefit,
4. Be nice. Keep away from controversy. #SocialROI
5. Make sure your audience are on Twitter!
A5.— Virtuoso Assistant #MarketEdLive 📩 🎨 (@VirtuosoAssist) September 11, 2018
- Have a niche specialism & set yourself up as an expert in that subject
- Don't try and be 'all things to all people'.
- Post and share content related to that niche
- Have a strategy when using Twitter (and all SM platforms)#SocialROI
a5— Joana Rita Sousa 🦄 💩💎 (@JoanaRSSousa) September 11, 2018
- have a plan
- go for SMART objectives
- hire someone to help you adjust the brand voice on TW
- listen to what people are saying about you (and what they are NOT saying, too)#socialroi
Q6: 87% of Twitter users said they would buy from a small business they had engaged with on Twitter. But how should a business deal with negativity on social media? #SocialROI pic.twitter.com/Gr1xHp7OlI— ManageFlitter (@ManageFlitter) September 11, 2018
A. 6(a): If it is a real genuine complaint, then respond. Engage and ask can you get more information - take it offline to DM so you can get their details. Follow up to make sure the complaint is dealt with. #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A, 6 (b)If it’s a troll, just block. You don’t need negativity in your life you work hard enough as it is and you need to surround yourself with good people like the people who are here on this Twitter chat #SocialROI or @WomensInspireIE— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A.6 (c) Don't underestimate the power of a GREAT bio! #SocialROI— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A6. You can't ignore it. Address it professionally and do your best to get the issue off of the timeline by using email. This is a great time to brush up on customer service skills. #socialroi— Violet Lush (@TheVioletLush) September 11, 2018
A6. Once an issue has been brought to Twitter, the brand needs to be seen to dealing with it positively on Twitter. Start with Twitter then invite the aggrieved parties to engage privately.— Rosemary: is the R in VAR! (@RMAjayi) September 11, 2018
Ignoring issue is not an option#SocialROI
A,7: (a) Perhaps your audience are not on Twitter?— Samantha Kelly (@Tweetinggoddess) September 11, 2018
Perhaps you are not adding value. Is your bio interesting? You can be more human on Twitter, let us see a bit more about you as people buy from people. #SocialROI
A.7: (b)Ask an expert to do a consultation & learn what could be changed or tweaked. #SocialROI It could be something simple that needs to change. Perhaps you aren't following the right people. I knew an acc - target audience was small biz owners yet they weren't following any!— Samantha Kelly (@Tweetinggoddess) September 11, 2018
A7 Ask yourself these Q's,— Shruti Deshpande (@shruti12d) September 11, 2018
Are you following the right people.
Are you engaging enough.
Do you understand the issues your audience have and are you helping them with solving it? #SocialROI
a7 well, if your profile is "on automatic" - stop that. on twitter we want brands to talk to us, to help us out. to say "hello".— Joana Rita Sousa 🦄 💩💎 (@JoanaRSSousa) September 11, 2018
stop and think: what content are you sharing? who is your audience? did you spread the word "hey we're on twitter"? do you follow people? #socialroi
We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 18th September 2018, 5.00pm EST.