Using Twitter for Customer Engagement

by Alan Belniak on January 6, 2010 · 16 comments

in Social Media

I recently created and delivered a presentation as an ‘educational class’ to some colleagues at work relating to Twitter.  My company is expanding its social footprint, and one of the ways we are doing so is through Twitter.  We have a large product portfolio, so I created one account for each of our seven major product families.  We opted to have a cross-functional group of people staff each account.  Some of these people are well-versed in using Twitter, while others have never even visited www.Twitter.com before.

I’m sharing with you the deck I created.  I sanitized it to expunge any work-related references.  There was nothing very sensitive in there, but I thought I’d be safe and not ruffle any feathers.  Below is the embedded SlideShare presentation.  Head on over to Slideshare to download the actual .pptx file if you are interested – there is a ton of useful, click-able content in the notes.

Note that this is a particularly word-heavy slide deck.  These are not my favorite kinds of presentations, but I wrote this so it would also serve as a piece of reference material long after the attendees left the presentation.

If you have any thoughts about the content, I’d love to read them.  Please take a moment to leave a comment below.

Twitter For Customer Engagement

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  • http://www.cadmin.co.uk Edwin Muirhead

    Hi Alan, good post and great slideshow: I found it useful, particularly as I’ve just started my own twitter account. Being a customer I’d come across the groups you created and saw some activity on them, though not much lately…

    Wishing you well in your crusade.
    Ed

    (ps: whatever happened to the Social Product Development blog??)

  • http://www.cadmin.co.uk Edwin Muirhead

    Hi Alan, good post and great slideshow: I found it useful, particularly as I’ve just started my own twitter account. Being a customer I’d come across the groups you created and saw some activity on them, though not much lately…

    Wishing you well in your crusade.
    Ed

    (ps: whatever happened to the Social Product Development blog??)

  • http://www.subjectivelyspeaking.net Alan Belniak

    Ed,
    Thanks for stopping by and leaving a comment. One of the things I like most about Twitter is that it isn’t one tool – it’s a platform. You can use it ‘wrong’. You can, however, not use it effectively. My hope is that my company will use it to aid two-way engagement with our customers, and not only use it as a megaphone/bullhorn (loud, one-way communications).

    Re: the social product development blog – head on over to http://worldcadaccess.typepad.com/blog/2010/01/social-media-withers-on-corporate-branches.html and look at the third comment posted. That should address your question. We’re gearing up to get it going again!

  • http://www.subjectivelyspeaking.net Alan Belniak

    Ed,
    Thanks for stopping by and leaving a comment. One of the things I like most about Twitter is that it isn’t one tool – it’s a platform. You can use it ‘wrong’. You can, however, not use it effectively. My hope is that my company will use it to aid two-way engagement with our customers, and not only use it as a megaphone/bullhorn (loud, one-way communications).

    Re: the social product development blog – head on over to http://worldcadaccess.typepad.com/blog/2010/01/social-media-withers-on-corporate-branches.html and look at the third comment posted. That should address your question. We’re gearing up to get it going again!

  • http://btrandolph.com Todd Randolph

    Hi Alan,
    Followed you from the awareness thing today. I like the slide show – basic but functional. what’s your take on url shorteners and seo? I did some checking and saw that the major services use a 301 redirect, but have heard warnings from some seo types that that doesn’t always mean anything to the search engines?

    hope to cross paths at an event soon!
    Todd

  • http://btrandolph.com Todd Randolph

    Hi Alan,
    Followed you from the awareness thing today. I like the slide show – basic but functional. what’s your take on url shorteners and seo? I did some checking and saw that the major services use a 301 redirect, but have heard warnings from some seo types that that doesn’t always mean anything to the search engines?

    hope to cross paths at an event soon!
    Todd

  • http://www.subjectivelyspeaking.net Alan Belniak

    Thanks for the comment. The audience for the slide show was mostly for people who’ve never seen Twitter and are just getting started. Perhaps a ’201′ (instead of a ’101′) deck is next. What kinds of content would you put in there? As to your point on SEO, I think it’s a balance between using short links for services like Twitter and such, plus the ability to look at metrics free, vs. popping up in organic searches. I guess it comes down to what you value more (and what you *will* value more, moving forward).

  • http://www.subjectivelyspeaking.net Alan Belniak

    Thanks for the comment. The audience for the slide show was mostly for people who’ve never seen Twitter and are just getting started. Perhaps a ’201′ (instead of a ’101′) deck is next. What kinds of content would you put in there? As to your point on SEO, I think it’s a balance between using short links for services like Twitter and such, plus the ability to look at metrics free, vs. popping up in organic searches. I guess it comes down to what you value more (and what you *will* value more, moving forward).

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