Gains from Twitter in Business


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A presentation prepared for business people in Melbourne, Australia to provide insight to the gains from utilising twitter. It includes 6 business examples, simple tips and tools for you and your organisation. Enjoy! Leave feedback through comments here.

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Gains from Twitter in Business

  1. Wine, Cheese & Twitter
  2. Samantha Bell Deloitte + KPMG Finance, Utilities, Retail, Hospitality, Higher Education, Media, Telecommunications, Not for Profits Business + Internet Consultant Strategy & Planning Project Manager Change Management How to utilise internet and world trends to advance businesses and innovation
  3. Structure <ul><li>Introduction </li></ul><ul><li>Six examples of Twitter in business </li></ul><ul><li>Tips and tricks for you & your organisation </li></ul>
  4. Twitter’s potential role in your business PR, Brand, Product development Customer Service & Business Operation efficiency Recruitment Attracting Customers Learning & Development Culture Staff Retention & Engagement
  5. Optus story
  6. <ul><li>Customer service channel where customers can: </li></ul><ul><ul><ul><ul><ul><li>Ask basic questions </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Have changes made to their account </li></ul></ul></ul></ul></ul><ul><li>Customer retention & increased revenue </li></ul><ul><li>Branding, PR, Product development: </li></ul><ul><ul><ul><li>Leader of industry – Bigpond and others also doing this </li></ul></ul></ul><ul><ul><ul><li>Learn of possible enhancements to products </li></ul></ul></ul><ul><ul><li>Visit Optus at </li></ul></ul>Optus on Twitter: gains
  7. MOMA story 261,724
  8. <ul><li>Customer service channel </li></ul><ul><li>Branding, PR, Product development: </li></ul><ul><ul><ul><li>Another channel to reach customers </li></ul></ul></ul><ul><ul><ul><li>Expanding their customer experience </li></ul></ul></ul><ul><ul><li>Visit MOMA at http:// </li></ul></ul>MOMA on Twitter: gains
  9. Aquent story
  10. Aquent on Twitter: gains <ul><li>PR & Branding </li></ul><ul><ul><ul><li>CEO publicity + word of mouth </li></ul></ul></ul><ul><ul><ul><li>Thought leadership. Blog republished in recruitment magazine </li></ul></ul></ul><ul><ul><ul><li>Relevant audience </li></ul></ul></ul><ul><li>HR </li></ul><ul><ul><li>Recruiting people – all have read blog </li></ul></ul><ul><ul><li>Sought trainers and experts </li></ul></ul><ul><li>HKK role </li></ul><ul><ul><ul><li>Recruitment – finding 9 meaningful candidates </li></ul></ul></ul><ul><ul><li>Cost saving - $20k on potential advertisement </li></ul></ul><ul><ul><li>Efficiency – 1 tweet = minutes vs many hours of searching </li></ul></ul><ul><ul><li>Customer sales – event numbers </li></ul></ul><ul><ul><li>Visit Acquent at: http:// / </li></ul></ul>
  11. Obama Story 4,980,714
  12. Obama on Twitter: gains <ul><li>Branding, PR </li></ul><ul><ul><ul><li>‘ Customers’ built their own community, content, words, footage </li></ul></ul></ul><ul><ul><ul><li>Drove the hype – people got information they ‘pulled’ for </li></ul></ul></ul><ul><li>As part of wider Social Media efforts, Obama’s campaign “Transformed Politics” </li></ul><ul><ul><ul><li>On Twitter: 115k followers: 23x McCain’s </li></ul></ul></ul><ul><ul><ul><li>More tweets than news channels </li></ul></ul></ul><ul><ul><ul><li>67% funds raised online via Social Media </li></ul></ul></ul>
  13. St Ali Cafés Story
  14. St Ali on Twitter: gains <ul><li>5,000 people to street party </li></ul><ul><li>Branding, PR: </li></ul><ul><ul><li>Contemporary </li></ul></ul><ul><ul><li>Feedback </li></ul></ul><ul><ul><li>Potential reduced expense (traditional marketing) </li></ul></ul><ul><li>Integrated with traditional media + other social media + games (e.g. foursquare) </li></ul><ul><li>Visit St Ali at: http:// / </li></ul>
  15. Story
  16. on Twitter: gains <ul><li>Efficiencies – no more call centres, no more waiting </li></ul><ul><li>Contact with global experts </li></ul><ul><li>Learning & development </li></ul><ul><ul><li>Quick and real time info from industry/market leaders </li></ul></ul><ul><ul><li>Self-paced, targeted learning – use it when I’m inspired/need it </li></ul></ul><ul><ul><li>More up to date than via other forms </li></ul></ul><ul><li>Branding, PR: Thought leadership & Extension of website </li></ul><ul><li>Fun! Wisdom 2.0 conference </li></ul>
  17. &quot;Twitter can contribute to a company’s success or it’s downfall&quot; the very successful Tony Hsieh, CEO, Zappos , &quot;Delivering Happiness&quot;, 2010
  18. Back to you & your market <ul><ul><li>Average age on Twitter is 39 Years Old </li></ul></ul><ul><ul><li>2.5 Million Australians on Twitter </li></ul></ul>With great thanks to @timbull and the Tribalytic Blog - where all great Australian Twitter statistics are found: or
  19. Your audience may want to know more & engage <ul><li>Personas </li></ul><ul><ul><li>Number of your customers online? </li></ul></ul><ul><ul><li>Number who use internet-enabled phones? </li></ul></ul><ul><ul><li>Could you engage them more? </li></ul></ul><ul><ul><li>Potential customers </li></ul></ul><ul><ul><li>Future planning </li></ul></ul>
  20. Tips for YOU <ul><li>Go to Enter one or two words and see what people are saying. For example, your: city/town or company name or industry name or hobby </li></ul><ul><li>Set up your account – shorter name better </li></ul><ul><li>Start using + get training + learn from experts </li></ul><ul><ul><li>Follow interesting people – find them via google search with “twitter name” in search </li></ul></ul><ul><ul><li>Easy Twitter terminology: </li></ul></ul><ul><ul><ul><li>People’s names start with @ (e.g. @BarackObama) </li></ul></ul></ul><ul><ul><ul><li>RT is ‘retweet’ (like forwarding an email) </li></ul></ul></ul><ul><ul><ul><li>http:// is a website </li></ul></ul></ul>
  21. Tips for Your Organisation <ul><li>Establish Company Twitter account (or a couple) </li></ul><ul><li>Training </li></ul><ul><li>Strategy: work with key people internally to set objectives, plan, resourcing and measures </li></ul><ul><li>Do </li></ul><ul><ul><li>Inventory: what content do you already have; who is currently using Twitter </li></ul></ul><ul><ul><li>Establish efficient Twitter infrastructure – regularity, ease, follower attraction, content gathering plan </li></ul></ul><ul><ul><li>Get people using it – start their understanding ASAP </li></ul></ul><ul><li>Review, learn what works, promote success and evolve </li></ul>
  22. Tips <ul><li>“ Take it seriously. Invest the time. </li></ul><ul><li>It can be used trivially (and then so can a telephone) </li></ul><ul><li>It can be incredibly powerful, incredibly influential </li></ul><ul><li>Traditional media will become less of a focus. Online Word of Mouth increasingly important </li></ul><ul><li>Tip for CEO's is get to understand it yourself. </li></ul><ul><li>Use it yourself.” </li></ul>Visit the Savage Truth at:
  23. This presentation was b rought to you by Samantha Bell @sambe11 on Twitter Public Speaking - internet + business - innovation - global trends - the future with data Strategy Training Implementation - set up of Twitter and Twitter tools - identification of content sources - project management + coaching - establishment of “listening channels” (ongoing content creation) Further references to add to what you’ve just read can be found here: