Rules of Engagement

     Marla Erwin,
  Whole Foods Market
Twitter for Brands

    @marlaerwin,
    @wholefoods
Twitter for Brands
Twitter for Brands


    DOs
Twitter for Brands

 DOs
DON’Ts
Twitter for Brands

    DOs
DON’Ts
and one very gray
@wholefoo
@wholefoo
@wholefoo
#1 retail account on
      Twitter
@wholefoo
#1 retail account on
      Twitter
   1 global
   account
   3 topics
   4 metro areas
1 global
account
3 topics
4 metro areas
1 global
account
3 topics
4 metro areas
Whole Foods HQ
Whole Foods HQ
Whole Foods HQ
#1 Rule of
Engagement
DO
offer value
customer service
customer service
incentives
incentives
content
content
content

links to your site
  or other sites
content
DON’T
   use Twitter
solely for revenue
DO
create
build your own
build your own
find a compatible one
find a compatible one
find a compatible one
provide venues
DO
interact
answer questions



       ?
answer questions
ask questions



      ?
ask questions
monitor mentions
monitor mentions
monitor mentions
monitor mentions
monitor mentions
DO
stay tuned
#amazonfa
#amazonfa
DO
be authentic
banish PR & Legal
don’t outsource
if you say it, mean it
if you say it, mean it
DO
use Twitter’s
@replies
 #hashtags
RT (retweets)
RT
Tweet this:

   “RT me so I can win:
      @wholefoods is
     rocking my world
Tweet this:

   “RT me so I can win:
      @wholefoods is
    making me hungry
Tweet this:

   “RT me so I can win:
      @wholefoods is
    giving away prizes
Tweet this:

   “RT me so I can win:
      @wholefoods is
     rocking my world
Get 3 RTs? Send a message
     to @wholefoods.
First 3 win a $25 gift card!
(the gray area)
Companies:
personality,
 or brand?
Advantages:
 Humanizing
  Accessible
 Accountable
Advantages:
  Authority
 Boundaries
 Continuity
“No one
  wants to
   talk
to a brand”
there is no spoon
twitter has no experts
experiment
  review
  repeat
DO
what works
 for your
DO
have fun
thank you
wholefoodsmarket.com/
        twitter
thank you
wholefoodsmarket.com/
        twitter
    @wholefoods
Twitter for Brands
Twitter for Brands

Twitter for Brands