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TWTRCON NY 10 Case Study: Team TurboTax | Chelsea Marti

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TWTRCON NY 10 Case Study: Team TurboTax | Chelsea Marti

  1. 1. @twtrcon#twtrcontwtrcon.comsocialmediaatwork.com<br />
  2. 2. Thank You to Our Sponsors<br />ANCHOR SPONSORS<br />PLATINUM SPONSORS<br />RESEARCH SPONSOR<br />RECEPTION SPONSOR<br />GOLD SPONSORS<br />SILVER SPONSORS<br />Please visit our sponsors and exhibitors during the breaks!<br />
  3. 3. Case Study: Tax Help on Twitter?<br />Chelsea Marti, PR and  Social Media Manager, TurboTax | @TTaxChels<br />
  4. 4. Twitter & Taxes<br />@TeamTurboTax Brings Tax Expertise to Customers in Need<br />Chelsea Marti, @TTaxChels 6/14/2010 <br />
  5. 5. Social is part of our DNA<br />Intuit founder Scott Cook invented the ”follow me home”<br />
  6. 6. TurboTax: Power of more than 20 million people<br />
  7. 7. Why do we do social?<br />Social creates a persuasion engine that allows us to acquire new customersandkeep the ones we’ve got<br />
  8. 8. How are we engaging?<br />
  9. 9. Twitter challenges at TurboTax<br />
  10. 10. Before: Managed Twitter small-scale<br />
  11. 11. Twitter growth + customer expectations<br />
  12. 12. Will customers use Twitter to get tax help?<br />
  13. 13. Birth of @TeamTurboTax<br />40 + employees<br />
  14. 14. Where did we start?<br />
  15. 15. How did we manage?<br />
  16. 16. Grow quickly<br />Recruit<br />1<br />
  17. 17. Grow quickly<br />Recruit<br />Reward<br />2<br />
  18. 18. How did we do?<br />1<br />Fast: Average 4 minute response time<br />2<br />Helpful: Helped at least half of tweeters finish return<br />Customers we helped were 71% more likely to recommend TurboTax because of their <br />interactions with us on Twitter. <br />3<br />
  19. 19. Thank you for listening.<br />Don’t forget to follow @TeamTurboTaxfor tax help on Twitter this tax season.<br />

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