By now, most companies and brands are using social media, however there are still many brands a
re struggling to understand how social media can fit into their business strategy. According to a study by digital marketing firm Acquity Group, 90% of 50 large retailers are currently active with Twitter and about only 29% use it to actively engage with their consumers.
Brands typically tend to ignore tweets from their followers because it can be seem as overwhelming to respond to every single inquiry. Twitter is all about having a conversation with your followers. It’s best when your company’s Twitter profile compresses of a mix of replies, retweets and tweets.
Replying to most tweets can be a great opportunity to showcase to the rest of your followers what great customer service and support you can offer as a company. As I always say, if one person has a question there will be 100 other people with the same question. It’s in your brand’s best interest to always follow up with a response.
It is my belief, that a majority of companies originally signed up for Twitter because someone in their office read an article online and said that they should join in to. This usually happens without even thinking of who would be responsible to manage those accounts. It can be more damaging to a brand to have a Twitter presence that is unresponsive than to not have one at all. If a follower’s tweet goes ignored, they inquiry comes off as unimportant and irreverent.
Type “@,” followed by the user’s name — with no space — and send out the tweet if you want to directly reply to the user. The recipient will be notified of your response, because they’re directly mentioned in the tweet. However, your response will be publicly available.
Do you reply to all of your Twitter mentions? Share below your strategies and techniques when responding.