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Dell twitter guide and case studies
 

Dell twitter guide and case studies

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Social Media presentation Feburary 9, 2010 - London, UK

Social Media presentation Feburary 9, 2010 - London, UK

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    Dell twitter guide and case studies Dell twitter guide and case studies Presentation Transcript

    • TWITTER FOR BUSINESS (In 13 tweet tips)@StephenjatDell © 2010 Dell
    • IN 13 TWEETS WE’LLCOVER...
    • What is Twitter? 3
    • TWITTER 101Courtesy of CommonCraft.com 4
    • TWITTER 101GET STARTED 5
    • TWITTER 101 GET STARTEDThings to remember prior to signing up• Have a Username convention decided • For personal company account (e.g. nameatdell) • For company account (e.g. DellHomeUK)• Centrally administrate the password and use company email address• Decide on the logo or image that will be used • 48x48 pixels – jpg, gif or png (max 700k size)• Put thought into your One Line Bio• Design your background to best represent and market your brand. 6
    • TWITTER 101 7
    • TWITTER 101TWITTER SPEAKTweet• 140 character post including all punctuation, links and spaces• It is viewable by allDirect Message (DM)• It is viewable only by the person who you are sending it to (DM stephenjatdell)Auto DM• Generic DM some people send to a new followers 8
    • TWITTER 101TWITTER SPEAKReply or Mention• Directing a post to another member openly (@)Retweets (RT)• Reposting of somebody else’s tweet and giving them credit. 9
    • TWITTER 101TWITTER SPEAKHashtags (#)• Used to categorise events or subjects• Easily retrieved by twitter search (e.g. #BR140) 10
    • TWITTER 101TWITTER SPEAKFollowers• People who have signed up to follow your tweetsFollowing• People who you have signed up to follow their tweetsLists• Allows you to organise people in smaller groups to make following easierTrending Topics• Most discussed items on Twitter at any given time (e.g. John Terry) 11
    • Opportunity? 12
    • BUSINESS OPPORTUNITYOPPORTUNITY IN THE UK? 13
    • BUSINESS OPPORTUNITYOPPORTUNITY IN THE UK? • Estimated 13 million users world-wide • UK has the 3rd largest user base at 7.2% or nearly 1 million users and 2nd in the total number of tweets created • London has the largest percentage of the global users of any city in the world at 2.08%Sources: Sysomos – January 2010 14
    • BUSINESS OPPORTUNITYOPPORTUNITY IN THE UK?June 2009: 22 x increase Sept 2009: Twitter in traffic year on year overtakes MySpace Sources: Robin Goad - Hitwise June & September 2009 15
    • BUSINESS OPPORTUNITYWHAT DO PEOPLE SHARE ONTWITTER? Twitter has become a key source of traffic to other websites. During May 2009 Twitter was the 30th biggest source of traffic, accounting for 1 in every 350 visits.Source: Robin Goad Hitwise June09 16
    • How do you get started? 17
    • TOP TIPS & TOOLSBEFORE YOU START ENGAGING Know your target audience by listening to them first. Your objectives need to be relevant to your target audience. Ensure your goals/tactics add value to your audience. Target audience Secondary Primary objective objective (optional) Goals/Tactics Goals/Tactics Goals/Tactics 18
    • TWITTER OBJECTIVES? TOP TIPS & TOOLS BUILD CUSTOMER PERSONAL NEWS FEED SUPPORT BRANDS UNIQUE EVENTS CAMPAIGNS OFFERINGS (#BR140) PEER TO CRISIS CUSTOMER PEER MANAGEMENT FEEDBACKNETWORKING 19
    • TOP TIPS & TOOLSTOP TWEET TIP 1 20
    • TOP TIPS & TOOLSTOP TOOL – TWITTER SEARCH 21
    • TOP TIPS & TOOLSTOP TWEET TIP 2 22
    • TOP TIPS & TOOLSTOP TOOL – WEFOLLOW SEARCH FOR TWITTER USERS 23
    • TOP TIPS & TOOLSTOP TWEET TIP 3 24
    • TOP TIPS & TOOLSUTILISE YOUR SPACE Bio Background 25
    • TOP TIPS & TOOLSTOP TWEET TIP 4 26
    • TOP TIPS & TOOLSUSE YOUR PAGE Account Name / Handle Bio Icon/Image Background Other Twitter accounts this account is following 27
    • TOP TIPS & TOOLSTOP TWEET TIP 5 28
    • TOP TIPS & TOOLSTOP TOOL – BIT.LY SHORTEN URLS 29
    • TOP TIPS & TOOLSTOP TWEET TIP 6 30
    • TOP TIPS & TOOLSTOP TWEET TIP 7 31
    • TOP TIPS & TOOLSTOP TOOL – TWITTER COUNTER 32
    • TOP TIPS & TOOLSTOP TWEET TIP 8 33
    • TOP TIPS & TOOLSTOP TOOL – TWITTER DESKTOP APPS 34
    • TOP TIPS & TOOLSTOP TWEET TIP 9 35
    • TOP TIPS & TOOLSTOP TOOL – TWITTER MOBILE APPS OpenBeak 36
    • TOP TIPS & TOOLSTOP TWEET TIP 10 37
    • TOP TIPS & TOOLSTOP TOOL – TWITTER FEED 38
    • TOP TIPS & TOOLSTOP TWEET TIP 11 39
    • TOP TIPS & TOOLSTOP TWEET TIP 12 40
    • TOP TIPS & TOOLSTWISTORI SHOWS THE QUOTABILITY OF TWITTER 41
    • TOP TIPS & TOOLSTWUMPED 42
    • Case studies 43
    • CASE STUDIESDell Outlet Objective • Share Exclusive Offers to FollowersResults• @DellOutlet is in the top 100 Twitter accounts (over 1.5M followers, increasing by average 6K per day)• Passive selling, people sign-up to receive discounts• Expanded into other counties including UK• Across all our Twitter properties Dell has made $6,500,000 (US) www.dell.co.uk/twitter www.twitter.com/delloutletuk 44
    • CASE STUDIESComcast Customer Care Objective • Engage customers and improve customer relationsResults• Regarded widely as a successful customer service channel. - Handles a small proportion of companies support requests• Frank Eliason and team listen to customers, and respond within an hour.• Over 20,000 issues solved a year• Over 38,000 followers @comcastcares 45
    • CASE STUDIESWhole Foods Objective • To interact with their customersResults• Local accounts at every store to promote local event and specials• Tweets with links to recipes• Allow customers to give feedback both positive and negative in tweets• Over 1.7 million followers @WholeFoods 46
    • CASE STUDIESMedia Impact With Twitter Objective • Share real-time newsResults• Media uses twitter as a source of news in real time• Consumers and companies are sharing news 47
    • 48
    • TOP TIPS & TOOLSTOP TWEET TIP 12 49
    • IN SUMMARY...
    • FURTHER READING www.chrisbrogan.com/50-ideas-on-using-twitter-for- business http://blogs.telegraph.co.uk/shane_richmond/blog/2 009/01/06/twitter_a_stepbystep_guide_to_getting_s tarted www.readwriteweb.com/archives/5_ways_to_find_ more_friends_on_twitter.php 51
    • HAPPY TWEETING! @StephenjatDell 52