Twitter - How to use it to acquire new customers and service existing ones

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Twitter - How to use it to acquire new customers and service existing ones

  1. 1. TwitterAcquiring new customers& servicing existing onesCairo, December 20thFady RamzyInteract Egypt country Manager
  2. 2. So, how is it going over TWITTER at the Moment? #followinteract #SMMC2 Twitter 20/12/2010
  3. 3. Visits to twitter.com grew more than 142% from MENA between June 2009 & June 2010http://www.spotonpr.com/menatwittersurvey/ 3 Twitter 20/12/2010
  4. 4. How good is your Customer care?4 20/12/2010 Twitter
  5. 5. The 140charactersGoldmine
  6. 6. Step 1: Listen, then listen & Listen Understand how your customers & competitors use Twitter Monitor tweets about your brand: twitter search, tweetscan Identify influencers: Klout score, twittergrader Understand and find friends: Friend and follow 6 20/12/2010 Twitter
  7. 7. Step 2: Determine your goals & Profile Prioritize your needs Build a plan: Identity, resources, timeline, budgets Determine profiles: Personal or Branded? 7 20/12/2010 Twitter
  8. 8. Step 3: Build & Promote your Twitter identity 8 20/12/2010 Twitter
  9. 9. Step 3: Build & Promote your Twitter identity 9 20/12/2010 Twitter
  10. 10. Step 3: Build & Promote your Twitter identity 10 20/12/2010 Twitter
  11. 11. Step 4: Respond & engage Be there! Position yourself as a knowledgeable and trustworthy expert in your domain 80/20: 80% personal & conversational, 20% about the company I work for 11 20/12/2010 Twitter
  12. 12. Step 4: Respond & engage Share useful info: your blog, your website? Share links: tweetmeme Share photos and videos Invite users to share 12 20/12/2010 Twitter
  13. 13. Customer care?
  14. 14. Customer care: Why? Quick problem resolutions Cost reduction Promoting Brand image: Manage, track, study & respond properly! 14 20/12/2010 Twitter
  15. 15. Customer care: Presence and response make your Twitter presence known Respond quickly and transparently Be authentic and transparent 15 20/12/2010 Twitter
  16. 16. Serious cases
  17. 17. http://www.spotonpr.com/menatwittersurvey/ 17 Twitter 20/12/2010
  18. 18. http://www.spotonpr.com/menatwittersurvey/ 18 Twitter 20/12/2010
  19. 19. $ $19 20/12/2010 Twitter
  20. 20. EgyptianCases?
  21. 21. Vodafone Egypt 21 20/12/2010 Twitter
  22. 22. Vodadone Egypt 22 20/12/2010 Twitter
  23. 23. Mobinil 23 20/12/2010 Twitter
  24. 24. Mobinil 24 20/12/2010 Twitter
  25. 25. Interact Egypt 7B Omar Shaaban, Nasr city, Cairo Grazie! http://Egypt.interact.it ‫شكرا‬ Fady Ramzy Fady@interact.mobi Twitter: @Cyberzizo Linkedin: Fady Ramzy 20/12/201025

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