Listening: 3 rd Party AppsThe most powerful “listening platforms”are from 3rd party tools.Better way to create brand dashboard:- set saved searches, profiles- manage multiple accounts- integrated analytics- schedule tweets- manage workflow with team
Listening: DataListen to the data….figure out what’s working:- Best time to tweet- Most effective tweets- Characteristics of most retweeted, replied tweets- Characterisitcs of highest traffic drivers off-Twitter http://hootsuite.com/about
Listening: Real-TimeListen, and respond,in real-time.From @wholefoods: “theonline community doesn’trecognize office hours – norshould they. Waiting untilMonday is just not goodenough.”Example: I tweeted badSouthwest experience. Theyresponded < 4 minutes.
“The key to successful leadershiptoday is influence, not authority.”Ken Blanchard.
Who are You Talking To?Before engaging with users, you shouldunderstand their: 1. influence 2. relevance 3. background… THEN determine response, speed, etc.
How? Try Klout.Use Klout to understandindividual user’s:- influence and reach- topics of expertise- network & similar usersHint: try Klout’s Chrome app andsee Klout scores on Twitter.com.
Use Influence To:1. Customer Service: Manage & prioritize CS workflows2. Acquisition: Identify potential customers & partners3. Marketing: Run targeted campaigns; grow your following.
“Authenticity, honesty, andpersonal voice underlie much ofwhat’s successful on the web.”Rick Levine.
Be RelatablePeople want to hear & interact with real voices.The best brands on Twitter are personable & real.Why so popular?Non-corporate, unique, fun, relatable, responsive.
Create Conversation.Twitter is not an advertisement.It is a conversation.People relate to conversation.Not to advertising and broadcasts.Broadcast (i.e. TV) Conversation
“I am all for conversation. But youneed to have a message.”Renee Blodgett.
What IS Compelling?Simple answer: Would you want to getthese updates via SMS?- Unique content, spin- Current / real-time focus- Promotes more than themselves- Exclusive access: photos, deals, insights- Conversational: two-way platform- Fun, smart and worth the read
Examples: Compelling Brands(In my opinion)Big brandsPersonal brandE-commerceEmerging
Examples: Compelling Brands(in Twitter’s opinion) * Twitter Case Studies
What is NOT Compelling? - Corporate-only voice - Broadcast only - High volume - Stale content - Ordinary content - Mostly self-serving - Self-infatuated
Example: NOT Compelling80+ tweets in 24 hrsOrdinary / useless content:Untargeted content:
“Successful brands don’t stopon Twitter.com – they build socialdirectly into their web and mobileexperiences.”Me :)
Better: Display of multi-user activitywith inline reply, retweet functions
Great: Fab’s “Feed” shows real-timepurchases and social activity
Social from the Ground Up: Flipboardreimagines Twitter reading & publishing
Summary:1. Create conversation, not ads2. Your voice: be compelling3. Their voice: who’s talking?4. Apply this to your web, off-Twitter5. Success requires dedication to it(mentality, product, people, tools)
More Reading- Twitter Best Practices - Using Twitter effectively - Twitter for Publisher Networks- Twitter for Business - Twitter Marketing Guide - Humanizing your Brand- Twitter Case Studies - 7 Sneaky Ways to Use Twitter - My Response to Mark Cuban’s:- Examples: Twitter Media to Spy on Your Competition Does ESPN.com Have a Twitter- Twitter for Websites - 10 Twitter Tools Used by Problem?- Resources for mobile Social Media Experts - 11 Ways to Usher NFL, NBA, MLB developers - The Science of Social Timing into new Web- Small Business One-Pager Part 1: Social Networks - Why Twitter Images Is Important- Twitter Logos & Icons - 5 Tips To Make Your Startup’s (Screenshot)- Twitter Developer Guidelines Twitter Account Stand Out - Twitter Promotes Mobile Apps & - 10 Great Twitter Tools To SMS To Logged-Out Users. Smart. Transform Your Tweeting - Twitter Promoted Tweets & Experience Effective Real-Time, Event-Based Advertising - For Social Ads, Voice and Relevance are more Important than Just Reach.