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People everywhere are online, blending their work and personal lives while searching, reading, watching, playing, listening and connecting to share experiences, opinions and information - every minute of every day. And, their move online has fundamentally changed how they interact with businesses - sharing their thoughts, preferences and experiences at every stage of the customer journey - a constant flow of real time authentic feedback. Shockingly, most businesses are missing all of it. At Twitter, we believe that it’s possible to know your customer on a deeper level by harnessing real-time, unprompted and authentic feedback. And, you can put that business intelligence to work to create better products, services and customer experiences by sparking engagement with your customers on Twitter.

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Twitter - Sparking Engagement on Twitter

  1. 1. Sparking Engagement on Twitter November 2019 Greg Maxson @gmax
  2. 2. The digital revolution is over and we are living in the digital age 57%of the world is online, adding more than one million new users every day6.5hours spent online every day2/3of the world are using mobile devices45%of the world are social media users People are online blending their work and personal lives while searching, reading, watching, playing, listening and connecting to share experiences, opinions and information - every minute of every day.
  3. 3. These are your customers
  4. 4. The status quo is no longer adequate
  5. 5. 0 5 10 15 20 1999 2019 Surveys 2% observed response rate today 72%say surveys interfere with the experience of a website. Source — OpinionLab
  6. 6. Rarely representative of your customer Focus groups
  7. 7. people are communicating more than ever
  8. 8. Twitter is the world’s largest focus group.
  9. 9. Reactions and experiences with your brand that are in the moment.unprompted.authentic.emotional.
  10. 10. Measure satisfaction at each stage of the customer journey Consideration Emily Hewertson @emilyhewertson Looking to open up a student bank account… does anyone have recommendations? 03 Sep 2019432 871 3.6K Recommendation TezzaG @TezzaG2 Replying to @emilyhewertson Santander, free railcard. 03 Sep 2019 BusyBee @snookeremporium Replying to @emilyhewertson My daughter as just opened one with HSBC, £1000 oaverdraft with 0% APR and she also got £100. Happy days. 03 Sep 2019 Registration Susan Zhuang @susiezhuang (I know I’m late to the party but) seriously impressed with how quick and seamless @monzo’s sign-up UX is! All the kudos. 30 Mar 2017 Stuart Chalmers @stu73 Another reason why I love using @monzo - great customer service. Spoke to them this morning and got a problem I had sorted within half an hour via their in-app chat. Thanks Brenda! 29 Nov 2017 Customer Service
  11. 11. Prajawal Pandey @PrajawalPandey As i see the shoot softkey has been partially covered by the notch its a problem for this game and can happen for many apps and games and can cover softkeys and video displays. 19 May 2018 OnePlus Support @OnePlus_Support Replying to @PrajawalPandey Hi there! Could you please be more specific regarding the query for further assistance? Thank you! 19 May 2018 Spot a problem or issue as it’s happening
  12. 12. Jenesis @Jensisalonso I just cried for an hour. Love is hard. Life is hard. And I just can’t find the right concealer to match my damn skin!!!! 1 Feb 2019 grave @thegraceiverson look, i know my concealer doesn’t match my skin tone. but it’s the lightest shade i could find and i already spent the money so everybody be cool! 8 Apr 2018 Spot trends that lead to new revenue opportunities 5 10 Rihanna @rihanna Jan. 11 @fentybeauty 50 shades #PROFILTRCONCEALER and 8 shades of our brand new #PROFILTRSETTINGPOWDER 3 Jan 20192.0K 11K 103K
  13. 13. Holy Jessi-kowaii, Batman! @tehjessicarae I wanna marry @Lipton’s Magnificent Matcha Green Tea. It’s that good. 27 Oct 2017 Surface unknowns that lead to new revenue opportunities 2 3
  14. 14. Twitter Data Traditional Feedback Methods +
  15. 15. #Thanks

People everywhere are online, blending their work and personal lives while searching, reading, watching, playing, listening and connecting to share experiences, opinions and information - every minute of every day. And, their move online has fundamentally changed how they interact with businesses - sharing their thoughts, preferences and experiences at every stage of the customer journey - a constant flow of real time authentic feedback. Shockingly, most businesses are missing all of it. At Twitter, we believe that it’s possible to know your customer on a deeper level by harnessing real-time, unprompted and authentic feedback. And, you can put that business intelligence to work to create better products, services and customer experiences by sparking engagement with your customers on Twitter.

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