Published on June 27, 2009
e iv r t c e a m o o r t P s u ice C rv Se
what’s all the fuss?
2 9 /0 6 /0 9 T w it t e r ’ s e v e ryw h e re !
use has been correlated to someone’s need for social support http://usableworld.com.au/2009/06/13/humans-must-be-social/
or to keep in touch with distant family and friends
or to find old colleagues and sweethearts ;)
or just to get help..
m e he lp ! ea se p l
calls get answered..
a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction
a customer service platform Problem resolution Positive brand image Staff involvement Cost reduction + sales :)
Tobii Technology World leader in eye tracking/eye control 250 employees Huge revenue growth from 2002-2009 Awards: Fastest Growing Tech Company in Sweden The Electronics Company of the Year Winner of Microsoft’s Ingenuity Point Award Offices: Sweden, Japan, US, Germany, Norway and Australia
social media what?
valu educate by e? doing wh o ? ? ers inves mb tmen nu t? ? ch ? ty ea ri r p r io
y ? h r w te quick n easy wit T global targeted
who are you?
the Tweeters can change
gain momentum follow: friends of friends staff import your gmail addresses
ask your friends! and their friends
more tips! 1. Authenticity before marketing. Have personality. 2. Be nice. Be thankful. Reply (@) and Retweet (RT) 3. Follow most people who follow you 4. Use “Favorites” to feature your important Tweets! 5. Tweet everyone’s content. 6. Don’t worry about those that “unfollow” you
it’s not traditional media ‘you are ! with your tic e he n customers’ b t a u
choose a couple
manage daily retweet (RT) reply @ direct D shorten links
track the clicks
other ways to manage tweetdeck.com
monitor daily h ly n t o m
find problems & solve ‘em!
enquiries Fast turnaround serviced Simple questions Quick tweets Build relationships Refer on
Build relationships! Identify issues and opportunities Source case studies/research findings Promote culture of knowledge sharing Connect Global audience Feature requests Congratulations
WIIFM? I’ve learnt stuff about eye tracking too
responsibilities training integrate job roles kpis
links Customer service with Twitter http://mashable.com/2009/05/09/twitter-customer-service/ Mashable - 10 Twitter tools http://mashable.com/2009/06/09/organize-twitter/ Geeks Guide to Promoting yourself with Twitter http://en.calameo.com/read/0000000257624143a2b57 Video case study http://www.loiclemeur.com/english/2009/03/how-to-do-customer-service-in-a-twitter-world-and-case-study-robert-sc Companies using Twitter http://econsultancy.com/blog/2954-using-twitter-for-customer-service Twitter Do’s and Don’ts http://www.mlmprofitsblog.com/2009/05/top-5-twitter-dos-and-dont-for-internet.html Twitter and brand management http://www.chromaticsites.com/blog/impressive-twitter-customer-service-brand-management-cases/
my blogs http://usableworld.com.au/2009/02/08/customer-service-with-twitter/ http://usableworld.com.au/2009/06/07/profile-your-twitter-followers/ http://www.twitter/jamesbreeze www.tobii.com
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