Knowledge is Power!
Keep Up Communications With Your Customers
The RedCross uses Twitter to "provide information to the public during disasters". But they also receive alot of "thank yous" from individuals that they've helped. It allows them to keep in touch with those individuals, whom they may otherwise have never heard from.
Dunkin Donuts is getting a great response from their Twitter account. As they say, “We have been pleasantly pleased with the response volume we’ve received — there’s clearly enthusiasm for the brand on Twitter. It’s been exciting to see the conversation with our customers take off.”
WholeFoods has gained some insight into their own operations from their clients. Imagine, no need for sample polls and focus groups. What they've learned through Twitter is, ...“…A lot about the importance of localized information. Whole Foods is a very decentralized…Because of this we will be working to get more local information out to people via accounts tailored to individual stores or cities, such as @WholeFoodsLA.”
HRBlock reports..."“Most rewarding: interacting with consumers 1:1. Love that connection - it’s great to help. Challenge: respond quickly in a 24/7 environment.”
Imagine if every time someone mentioned your company name, you would get a notification not only that a mention was made but what the mention was. I know, we can't monitor EVERYTHING that's said, but if your company name is mentioned in Twitter, you will see what was said and who said it. If the mention is unfavorable or they spoke of a problem, you can contact that Tweeter and try to resolve the issue. What great customer service! The dis-satisfied customer didn't even have to get in touch with you!
Some Interesting Other Uses
Kevin.Lexblog.com wrote in September 2008 - Hagens Berman Sobol Shapiro, a pretty good plaintiffs' firm here in Seattle, apparently has its PR person, Laura Young of Firmani + Associates Inc., out twittering to find putative class members for a possible class action law suit versus Verizon Wireless.
And from David Armano himself: - If you are interested about marketing, conversations and the ways which we communicate with each other (and how this is changing and evolving), you should at least investigate what the hoopla is all about. My recent experiences with Twitter tell me that the service is morphing due to how users want to use it. What was once initially designed to answer the question “what are you doing?”, has turned into a free-form communications service where people are having burts of shorthand conversations, sharing links and information in rapid-fire fashion…Personally, I think Twitter is a pretty powerful tool for anything involving promotions, events and communities.
Botanicalls - do you forget to water your plants? Set up the Botanicalls kit in your plant and it will Tweet you when it's thirsty.
Commuter Feed - do your own traffic reporting for others in your area. No sense in EVERYONE getting stuck in that traffic jam!
There are some folks who just love to listen to emergency broadcasts with radio scanners and ham radios. For those folks, they can check out the LAFD twitter. The Los Angeles Fire Department tweets real time alerts in its jurisdiction.
So, have I convinced you yet? If you're not on Twitter - I have no idea what you're waiting for. And if you are on Twitter, are there any interesting ideas that you have on how to use this great program? Let me know.