Four ways brands use Twitter

FOUR WAYS BRANDS USE TWITTER NMA Live 09 - London @KerryatDell Communications, Dell Inc. © Dell

WHAT IS THE OPPORTUNITY? Sources: Hubspot Jan09 / Hitwise June09 © Dell

WHAT TYPE OF MEDIA IS SHARED? UK Source: Robin Goad Hitwise June09 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. © Dell

WHAT IS TWITTER? © Dell

TWITTER PAGE ELEMENTS DELL CONFIDENTIAL Icon/Image Background Account Name / Handle Bio Last post (update or response) Other Twitter accounts this person is following

A FEW BASICS DELL CONFIDENTIAL Mentions: URL shortening: Trending: Re-tweeting - RT: Reply / Direct Messages – D:

TWITTER ETIQUETTE
Be a person (of course)
Have fun, be engaging, share, collaborate
Take the time to complete your profile
Remember that you represent your company
Be customer focused
Avoid bad language or phrases that may be offensive in another's eyes
Follow those who follow you
© Dell

ESSENTIAL TOOLS © Dell

Who are you trying to network/converse with and why?
Listen to your target audience. What would add value?
You may have multiple objectives, but there should be one primary objective.
CONSIDERATIONS BEFORE YOU START DELL CONFIDENTIAL

SOME TWITTER OBJECTIVES © Dell

BUSINESS DISCOUNTS
@DellOutlet is in the top 100 Twitter accounts (over one million followers, increasing ~6K per day)
Sold more than $3M in merchandise since 2007
Expanded into other businesses and counties
OBJECTIVES:
Share Exclusive Offers
Customer acquisition
RESULTS:
www.dell.com/twitter DellOutletUK © Dell

NETWORKING / PERSONAL BRAND OBJECTIVES: Raise visibility, share points of view, drive viewers to works RESULTS:
Many leaders and big thinkers are using twitter to advance their personal brand
http://mashable.com/2009/05/20/twitter-personal-brand/
© Dell

CUSTOMER SUPPORT OBJECTIVES: - E ngage customers - I mprove customer relations RESULTS:
Regarded widely as a successful customer service channel. - Handles a small proportion of companies support requests
Frank Eliason and team listen to customers, and meets them where they already are
Over 21,000 followers
Twitter address: @ComcastCares © Dell

THOUGHT LEADERSHIP / NEWS FEED OBJECTIVES: - Share real time news and views RESULTS:
Media uses twitter as a source of news in real time
Consumers and companies are sharing news
© Dell

FURTHER READING?
http://blogs.telegraph.co.uk/shane_richmond/blog/2009/01/06/twitter_a_stepbystep_guide_to_getting_started
www.chrisbrogan.com/50-ideas-on-using-twitter-for-business
www.readwriteweb.com/archives/5_ways_to_find_more_friends_on_twitter.php
http://mashable.com/2009/06/24/twitter-brand-best-practices/
© Dell

HAPPY TWEETING! @KerryatDell

Four ways brands use Twitter

by Justin Souter on Sep 01, 2009

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Four ways brands use Twitter — Presentation Transcript