Unlock the Power of Twitter For Your Business in 3 Steps
The proliferation and growth of Twitter has been nothing short of fascinating to watch. People engaging in real time conversation, about what is of interest or important to them is healthy from an interpersonal standpoint, and a gold mine for marketers and business owners trying to expand their reach and customer base.
While Twitter could be called a toddler on the maturation scale – business involvement with Twitter is still very much in its infancy.
The fluidity, and speed at which information is being transferred is exciting and daunting all at the same time. There is little wonder with hundreds of thousands of people on Twitter, and millions of Tweets each day, you get the feeling of being overwhelmed by it all.
The good news is that integrating Twitter into your business model doesn’t have to be overwhelming or intimidating. The following three simple steps will get you on your way to unlocking the power of Twitter for your business.
The following assumes you have a basic understanding of Twitter. If you don’t, here is a good Twitter Manual to get you started. Read over it and come on back, we’ll still be here.
Step 1 – Listen
Think of Twitter as a real world conversation – because that’s what it is. You wouldn’t barge into a cocktail party and start talking only about what interests you, would you? Probably not. More likely you’d take the time to listen to the conversations and add your opinion, thoughts, or ideas on the topic being discussed.
Twitter is no different. Throwing out an unsolicited tweet that your company is offering a special deal has about as much impact as interjecting in a cocktail party conversation about politics that you love chess.
How do you listen?
Short of sitting in front of the computer and watching 100′s of tweets scroll across your screen, the main way you listen to the conversation is through searching Twitter for items that are of interest to you.
Searching is your gateway into the Twitter chatter, and an invitation to join the party. There are numerous ways to search, Twitter Search and Twitter Troll just to name a couple. For an extensive look at the search options available, have a look at the How to Search Twitter the Advanced Guide - go ahead, again we’ll be here when you get back.
The next question is what are you searching for?
You are searching for people discussing things that are relevant to you. Searching for your name, company name, products you sell (or would like to sell) and industry chatter are all a great way to start.
These are the conversations you want to join. These are the people you want to interact with.
Step 2 – Respond
After listening to the conversations of interest, it’s time to respond and enter the conversation yourself.
Again you are not just barging in, but adding to what is being discussed. This should be very easy since you’re following conversations of interest to you and your business, and your expertise in the area being discussed will have something to add.
When responding your first order of business is to ask yourself “where can I help?” Helping could mean passing along expert advice, addressing an upset customer, or giving an opinion of the topic at hand.
While we’re at it. If you find a customer who is unhappy with you, your business, or your products this is low hanging fruit in establishing the credibility of your company. Address these issues up front, and honestly. Take responsibility and make any wrongs right. You’ll go a long way in rebuilding the relationship with those customers and attracting new ones due to your stellar customer service.
Back to the conversation you are responding too. Much like the cocktail party, you are integrating into what is being discussed. Establish a presence in the conversation by being on topic – and always add value to the conversation before expecting the conversation to add value $$$ for you
Step 3 – Engage
The final step in the process is to engage. By now you’ve followed the right conversations, and woven yourself into them by responding and adding value. The last step is to engage others in the conversation. Remember as you have been listening and responding, others have been listening and responding to you. It’s time to engage your audience. Get them involved. Start new conversations with them by asking questions, soliciting feedback, or asking for advice and opinions.
Lather, Rinse, Repeat
And now the process repeats itself. Listen-Respond-Engage.
The more you do it, the more credibility you gain, the more you learn about your market, and the more you put yourself in the path of potential customers.
At this point you’ll start to see the true benefit from using Twitter for business. As an active Listener – Responder – Engager you will be able ot occasionally share the “Hot Deal” or “Once in a lifetime offer” with your followers and have them actually respond to it.
You’ve build the relationship with them where that is now appropriate. You can sometimes “help them” by “helping yourself” as well.
Summary
Like anything worth doing, using Twitter for your business will take time and effort on your part.
However, I am confident that if you consistently apply the three steps above you will see a direct, positive impact to your business.
There is opportunity to increase sales, acquire more leads, or have more satisfied customers. And as you get better at unlocking the power of Twitter for your business, it is very realistic to achieve all three.
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Excellent article! The ‘listen’ part is also true for many other social networks beyond twitter. ‘Listen’ is the key word to understand social media and its relation with business.
Unfortunatelly, sometimes people still think that social media marketing is about putting a banner ad in communities of interest. These folks should read more Nielsen: http://is.gd/86z3
Excellent 3 steps Matt. You bring up a great concept as well. I’m very active on twitter but don’t utilize the search features to proactively engage in relevant conversations as much as I should. Why do I always leave your blog with good new ideas?
@Gerald
I accept payment through paypal =)
Seriously, the search aspect of Twitter is what makes it so exciting for business and marketers.
Matt
This is great information on how Twitter helps businesses. Good job; I gave it a stumble!
*smiles*
Michele
@Michele
Yeah, using Twitter for business isn’t necessarily “hard”, but it does take some time and persistence.
Thanks for the stumble,
Matt
@Luciano
Yep, every business or social networker could benefit from becoming proficient in listening. So easy, but so few do.
Matt
You’re welcome, Matt. Time and persistence are good things. I’m told I’m very persistent, so I guess I’m good in that area.
This is the ultimate three-step Twitter guide.
True stuff. Every word. Paying attention to the info here will save you heartache down the road.
Excellent, Matt.
George
@Tumblemoose
Thanks – This stuff takes a bit of effort, but the payoff is certainly worth it.
Matt
Now that’s good reading. Very well explained. Easy, enjoyable and fruitful. Thanks for finally making up my mind.
As to the the texture of your message.
I feel that the idea of entrepreneurial hesitance is becoming more and more a reality in todays fast environment. This is exactly why more opportunities need to be presented in the way you do it here, oppose to finding out on it’s own.
Great post.
Shared with my (little) network.
It’s amazing that corporations are not “getting it” w/all the great free information out there.
But I am sure there are PLENTY of people out there that wouldn’t mind being hired to teach how to talk to customers.
Amazing.
Great article, thanks!
-jen
Great post, right on target! I shared it with my network and just wanted to thank you for articulating this so clearly. Woohoo!
Suzi
http://www.suzipomerantz.com
Nice article!
Playing Devil’s Advocate for a moment, how do I get my small biz prospects to read and understand it. I mean, WE understand it because we are expert Twitter people. My prospects scoff at social marketing and Twitter.
So, there is a way to present what we know, but I have trouble nailing it down.
Being a newbie to Twiiterdom, this article was very helpful! The advice of LISTEN MORE is valid in all aspects of life…. business and pleasure. So many people don’t really listen, instead thinking only of what they want to say. Thanks, I’ll be back for more!
@Luke
The economy has people more hesitant now than ever – if you read through this blog a bit you’ll see we don’t think there is a reason to be hesitant, quite the opposite, this environment is ripe with opportunities.
Thanks for coming by,
Matt
@Jen Harris
Not sure if that is being done or not, but you have a good idea…Customer Service Consultant. You could set it up like a secret shopper at first, and kind of “rate the service” then work with the owners/managers to improve or fill gaps in their service model. Hmmmm…good idea!
Matt
@Sandy Sandy
That’s a good point, and we are all guilty of it from time to time. In a conversation not really listening to the other person, just thinking about what are next statement will be. When it comes to selling something I think we can be even more one sided, just something to be aware of and work on.
Matt
Matt,
This is very thorough yet simple and actionable advice.
I only started to use twitter and I am kind in the dark wrt how to use it smart.
Off to practice your recommendations.
Thanks for sharing it.
@Alik Levin
Easy, actionable, and it works! It all starts with listening though.
Good luck, and thanks for stopping by!
Matt
Hi Friend.. Interesting post.. Nice cool blog with exciting stuffs.. Keep up the good work.. Do visit my blog and post your comments.. Take care mate.. Cheers!!!
Great advice on making the most of Twitter. Social Media is another great way to market your services and engagine directly with your consumers.
That’s a very helpful article. I understand the concept behind Twotter and the use for a company but my question is how much time should one spent on twitter to be successful? I would love to hear your opinion and suggestions
These are good tips to follow! Tweeter is great for promotional purposes. It had helped me a lot on my business.
Great job. I just know twitter for a while for my social interactions with my friends but on the other hand it helps so much.