Scott Monty, Ford Motor Company Head of social media, Ford http://www.scottmonty.com http://twitter.com/scottmonty 1. Always shows gratitude 2. Constantly correct misinformation 3. Encourage conversation
Frank Eliason, Citi, formerly of Comcast SVP of Social, Citi http://www.frankeliason.com http://twitter.com/askciti Formerly @comcastcares 4. Problem solver: Fields customer support issues, re-directs to right person 5. Always helpful and adding value
“ People relate to people, not companies,” Tony Hsieh, Zappos.com, Zappos.com: Shoevangelism
Case study: Zappos.com
Free shipping, a 24/7 open call center, and 365-day return policy.
Turned an e-commerce shoe site into a US$1B business in 10 years . Sold to Amazon.com
Obsession with customer service, little advertising, organic word-of-mouth recommendations.
Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.
CIMB on Twitter: Customer service twitter.com/cimb_assists
A tweet is 140 characters long
RT : re-tweet other tweets you think are worth repeating,
@username : used to reply to someone or engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message
dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.
Twitter 101: Using #hashtags
The Hash Tag aka Pound Symbol [#] is used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia
Search specific hashtags and save those searches for future reference.
Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first)
#followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday
Helps reduce character space. Became popular with rise of Twitter
Popular services: tinyurl.com, bit.ly
Others: is.gd, snipurl.com, tr.im
When posting a link, use Topsy.com to find out how popular/timely the link already is and whether your friends have already tweeted/posted it.
Bit.ly provides transparent stats: Add + sign at the end of shortlink eg: bit.ly/123456+