If your current or potential customer base fits with the Twitter user profile, and you can commit to regularly tweeting about things your customers will find interesting, they you may decide to sign up to Twitter.
Twitter has a range of uses and benefits for business, and can complement other communication channels.
Twitter is a way to keep your followers up-to-date with current information about your business. Importantly, it lets followers communicate with you too. For example, cinemas use Twitter to converse with patrons, recommend new release movies and retweet interesting tweets from movie buffs and experts.
Tweeting about special offers or new products can encourage your followers to find out more, potentially leading to sales. For example, tourism operators offer special promotions like ‘buy one get one free’ via Twitter.
Showing your brand’s personality
Twitter is a chance to liven up your image. Tweeting about your people and your brand’s personality gives followers a sense of your business as more than just a supplier of goods or services. For example, bookshops can use quirky language and humour to share links to interesting articles, promote events, comment on literary awards and announce new products via Twitter.
You don’t have to tweet to use Twitter. Searching or following tweets can give you an idea of trends and topics that Twitter users are interested in. Twitter operates in real time, so you can search for conversations that are happening right now.
Twitter can tell you the hot topics of the moment, and allows you to see what Twitter users are saying about your brand, your competitors and your product category.
Many Australian businesses use social media, including Twitter, to invite online feedback, reviews or comments. This information is useful for businesses that want to improve, and also for potential customers doing research for their own purchases.
Providing customer service
For Twitter-savvy customers, asking questions and getting services via Twitter is very convenient. A large telecommunications company has capitalised on this, providing a 24-hour response service for all sorts of customer queries, with staff using their names and answering in a chatty, personal tone.
Twitter’s business pages provide more information, including a Twitter guide for small business.