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21 Tips for Using Twitter and Facebook for Business

21 Tips for Using Twitter and Facebook for Business

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Published by Brian Solis
Following is an abbreviated excerpt from Engage, a new book that helps businesses build, cultivate, and measure success in social media.

Last year, Forbes magazine assembled a visual list for its Top 21 Twitter Tips to showcase business examples on how to use Twitter for marketing, service, sales, and ideation. The original compilation served as inspiration for a new list, one that helps businesses of all shapes, sizes, and focus embrace not only Twitter, but all social networks of relevance.
While many of the examples and quotes remain the same, the list is modified based on my observations and personal experiences.
Following is an abbreviated excerpt from Engage, a new book that helps businesses build, cultivate, and measure success in social media.

Last year, Forbes magazine assembled a visual list for its Top 21 Twitter Tips to showcase business examples on how to use Twitter for marketing, service, sales, and ideation. The original compilation served as inspiration for a new list, one that helps businesses of all shapes, sizes, and focus embrace not only Twitter, but all social networks of relevance.
While many of the examples and quotes remain the same, the list is modified based on my observations and personal experiences.

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Categories:Types, Business/Law
Published by: Brian Solis on May 31, 2010
Copyright:Attribution Non-commercial

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09/06/2011

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21 Tips for Using Twitter and Facebookfor Business
By Brian Solis, blogger at  BrianSolis.comand principal of  FutureWorks, Author of the new book 
Co-Author 
 and 
 Following is an abbreviated excerpt from Engage, a new book that helps businesses build, cultivate, and measure success in social media.
Last year, Forbes magazine assembled a visual list for its Top 21 TwitterTipsto showcase business examples on how to use Twitter for marketing,service, sales, and ideation. The original compilation served as inspirationfor a new list, one that helps businesses of all shapes, sizes, and focusembrace not only Twitter, but all social networks of relevance. While many of the examples and quotes remain the same, the list is
(cc) Brian Solis,www.briansolis.com- Twitter, @briansolis
 
modified based on my observations and personal experiences.
Number 1. Special Offers
People are making decisions on what to read, view, purchase, visit, andsample based on the information that filters through their attention dash- boards. At best, even the most qualified information sourced from the mosttrusted contacts will receive only a cursory overview. The trick is toconcisely introduce the value up front. If the offer is compelling andaffiliated with their interests, the consumer will make the connection topersonal value and benefits and click-through to redeem the special orcoupon when ready or so inclined.For example, California Tortilla (@caltort), a chain of 39 casual Mexicanrestaurants based in Rockville, MD, sends coupon passwords via Twitter, which customers must say at checkout to redeem the offer.
Number 2. Ordering
 While the distance between introduction and action is only separated by alink, many businesses are using Twitter to log orders. Coffee Groundz(@coffeegroundz) uses the direct message channel on Twitter to receiveand prepare orders. Using Twitter as a promotion and marketing channel,Coffee Groundz reports 20 to 30 percent increased sales and market share.
Number 3. Word of Mouth Marketing
Moonfruit offered 11 Macbook Pros and 10 iPod Touches to celebrate its10th anniversary. In order to qualify, contestants had to send a tweettweetusing the hashtag #moonfruit. One month following the completion of thecontest, Moonfruit site traffic was up 300 percent and sales also increased by 20 percent—and all because of a meager investment of $15,000. Thecompany also realized SEO benefits, by landing on the first results page onGoogle for “free website builder.”
Number 4. Conversation Marketing
(cc) Brian Solis,www.briansolis.com- Twitter, @briansolis
 
Zappos (@zappos) doesn’t necessarily market on Twitter; instead, it“unmarkets” via conversations and engagement. At current count, 436Zappos employees use Twitter, including CEO Tony Hsieh. For the record,Tony has over 1.6 million followers. Aaron Magness, director of business development at Zappos, acknowledgesthat proactively sharing the company culture and values creates ahumanizing effect that invites people to be part of the community, and alsoacts as a sales driver. “It’s easier for them to embrace openness,” he said.
Number 5. Customer Service
Frank Eliason of Comcast (@comcastcares) and Richard Binhammer of Dell (@richardatdell) are paving the way for service-focused organizationson Twitter.Eliason, whose title is director of digital care at Comcast, uses Twitter tohelp 200 to 300 subscribers a day. Frank and his 10-person help desk receive direct questions, but also proactively seek out complaints. His key to success lies in his desire to earn relations, not bark advice or chat peopleup. “If they want assistance, they’ll let me know,” he said.
Number 6. Focus Groups
 Wisdom and creativity are widespread in social media. Tuning in to thefrequency of conversations related to the brand or marketplace can serve asa real-time focus group for innovation and adaptation.Over 3 million mentions of Starbucks populated Twitter in May 2009 and,as the company learned, the price for paying attention is less than that for acaramel macchiato, but the value is priceless.Morgan Johnston, Manager of Corporate Communications at Jet Blue, wasinspired to change policy because of Twitter. He helped eliminate a $50 feefor carry-on bikes after hearing complaints via Twitter.
(cc) Brian Solis,www.briansolis.com- Twitter, @briansolis

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