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Twitter and customer engagement: The good, the bad and the ugly

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Presentation delivered at Technology for Marketing and Advertising, London, March 2011.

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Twitter and customer engagement: The good, the bad and the ugly

  1. 1. Twitter and customer engagement: The good, the bad and the ugly Technology for Marketing & Advertising 1/2 March 2011 Dan Martin, editor, BusinessZone.co.uk
  2. 2. Who am I? <ul><li>Editor of BusinessZone.co.uk </li></ul><ul><li>Administrator of UKBusinessForums.co.uk </li></ul><ul><li>Sister communities to MyCustomer.com (stand A4) </li></ul><ul><li>Published by Sift Media, an online publisher founded in 1996 </li></ul><ul><li>10 th most influential political blogger on Twitter according to The Independent and a Golden Twit! </li></ul><ul><li>Self-confessed twaddict (@Dan_Martin) </li></ul>
  3. 3. Then…
  4. 4. Now…
  5. 5. Silence isn’t golden
  6. 6. … especially when there’s noise
  7. 7. And to make matters worse…
  8. 8. In contrast…
  9. 9. Is it you?
  10. 10. Twitter’s great for marketing…
  11. 11. But when things go wrong…
  12. 12. Lessons learnt
  13. 13. Don’t over-respond
  14. 14. Beware hashtag hacking
  15. 15. Be careful what you tweet
  16. 16. The art of conversation
  17. 17. Respond
  18. 18. Hell to heaven
  19. 19. Listening 24/7
  20. 20. Tweets from the top
  21. 21. Tweets from the top
  22. 22. Part of the company culture
  23. 23. Be tweeter friendly
  24. 24. Be tweeter friendly
  25. 25. Twitter tips for customer engagement: 1. Monitor mentions
  26. 26. 2. Be human
  27. 27. 3. Be honest (especially when things go wrong)
  28. 28. 4. Make it part of your culture
  29. 29. 5. It’s a long term thing
  30. 30. Get in touch [email_address] www.linkedin.com/in/danmartin2008 www.twitter.com/Dan_Martin

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