Companies Who Use Twitter: A Case Study
June 21, 2010 by Pablo Palatnik
The question still lingers, why does my company need Twitter? Many companies are still hesitant or don’t have the required resources to get into the social media game as they should. Truth is ‘They,’ the consumers are a huge part in todays business and products reputation as they are talking about everything and everyone online through channels like Twitter and Facebook.
I think case studies are the best examples and a great way to see how different companies are using Twitter. This post was influenced by a post I read which is so great titled, “Twitter: 4 Business Case Studies.”
Let’s look at some examples. The first one is JET BLUE as that is the first example in the post. Jet Blue has joined Twitter really for the same reason that many of the companies today are using Twitter, for better customer service. Twitter provides another channel for companies to connect with consumers and have questions to their problems answered. Jet Blue currently has over 1.6 million followers! As soon as they announce a deal on Twitter, that is instantly going to 1.6 million people…any better ideas on marketing a special?
Esty is another example that actually is a great example because they use Twitter in many ways as the post states the following:
* Alert followers to particularly creative products from Etsy sellers
* Share valuable tips & tricks
* Provide information about upcoming events and promotions on the site.
* Share information from individual Etsy sellers (via “retweets”),
* Monitor and respond to Etsy-related questions and concerns that users express via Twitter
* Garner feedback and ideas instantaneously, effectively creating focus groups from the @Etsy followers.
* Discover users’ favorite Etsy items, design blogs, and projects
* Tool for impromptu surveys and feedback
Etsy currently has over 1.2 million followers and really uses Twitter and its capabilities to the best of its abilities.
WholeFoods Supermarket has a Twitter account! They communicate with all customers the same way e-commerce companies communicate with customers. They respond to many or most of their tweets with people asking questions regarding products or even answer complaints on Twitter.
The question you may be asking yourself and many do who have a company and a concern is about negative comments on Twitter. I think quite the opposite actually. Negative comments will be said whether you’re on Twitter or not. SO, why not be on Twitter to respond to negative comments and hopefully turn that negative into a positive. Twitter can be a great channel to please those customers who have had a negative experience with your company.
Set-up a Twitter account today and little by little grow your followers and can lead to better customer service and sales.
