3 Customer Service Lessons From A Twitter Junkie
Posted on April 18, 2012 by Baxter Dickson
I have a confession.
I hated Twitter.
I hated Twitter and everyone involved. I judged my friends who used it. I groaned when ESPN posted LeBron James latest tweet (for a number of reasons). I had no interest in making an account.
Then I became a Twitter junkie. Today, I tweet forVoicePro® and for my own personal account. I celebrate new followers like national holidays. I await updates from my favorite celebrities like a young child waiting for Santa Claus. I brainstorm and research to create the 140 character that will change the world.
While outsiders have wept for my sanity and social life, I’m beginning to see numerous parallels between Twitter and the business world. Turns out Twitter has more to offer than you’d expect.
#1 Keep It Simple
Tweets cannot exceed 140 characters, including spaces and punctuation. As a result, the messages are simple, direct and clear. Take this tweet from NFL® Quarterback Drew Brees:
Thank you Who Dat Nation for all your support yesterday and this season. You made it special for all of us.
If only customer interactions were so straightforward.
They can be, if you apply Twitter standards to your sales pitch. Start by using simple language and fewer words. Your customers will thank you for your brevity and a message that’s easy to understand. And never fear! You can always offer more information—if they ask.
#2 Know Your Audience
Everyone’s Twitter audience is different. Derek Jeter knows Yankee fans want comments about training camp, while comedian Jim Gaffigan’s followers expect jokes and tour information. Needless to say, it would be confusing if Jim Gaffigan started offering details about the Yankees winter workouts.
What does your audience crave?
Customers won’t buy what they don’t want. So, find out what they do want. Ask probing questions to discover your customers’ needs and wants. Then tailor your products and services accordingly. Show your customers that you value their needs and deliver a personalized experience.
#3 Interacting > Telling
My favorite Twitter celebrities interact with their fans.
Cult actor Bruce Campbell is a great example. Like most movie stars on Twitter, he offers updates from the set and lets his followers know about public appearances. He also answers fan questions, gives birthday shout outs, and shares pictures from other users.
I have limited interest in Bruce’s day-to-day activities but I adore him for interacting with fans.
Customers are no different, especially when a product or service has failed to meet their expectations. They want to know their thoughts and opinions matter. Dismissing a client’s concerns discounts their feelings and provokes anger. Instead, relate to their frustrations and search for possible solutions. A sympathetic voice and a dedication to positive results are always appreciated.
Although Twitter is characterized as a personal indulgence, it’s all about the followers. Ideally, every tweet is meant for the reader not the author. Celebrities and companies ignore this core concept at their peril.
Don’t let your customer service anger your “followers”. Embrace Twitter’s lessons and always keep the customer in mind.
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Image Provided by Rosaura Ochoa
