How to Use Twitter in a Real Life Business Scenario
Earlier this week I received an from a reader asking me if I could explain how to use twitter for her business.
I figured that more than one person is probably asking themselves the same question, so why not share it with all of you. So in this post I’m going to explain how powerful a tool social media can be for improving the sales process.
Say one day one of your sales reps or yourself is returning a call to a lead you get from your website lead generator. Now if by any chance you couldn’t reach that person on the phone, so you leave a voicemail just saying you’re following up on their requests.
Now this could be the end of the conversation.
But later you find out (because you monitor your @reply tweets) that this prospect was unhappy with the voicemail that was on his inbox.
For example: @theprospect: “I just heard the voicemail @yourbusiness just left me and they said….” really? Who does that?
This is nuts! I respect everyone that takes the time to sign up to receive products or marketing from me and I wouldn’t ever want to leave a bad impression in their eyes, especially something like this. I have to say something…
In this scenario, you of course manage your companies social media presence and noticed this tweet, and respond the best way you can and you apologize.
@yourbusiness: @theprospect So sorry for this voicemail. That’s not how I meant to say that. Can I do anything to help you with…
The prospect responds back by giving you a call and tweeting something positive — Awesome! (the power of social media)
@theprospect: @yourbusiness Oh no biggie whatsoever. I love everything you do, I just thought what you said was funny Thanks for calling too.
Taking it a little deeper
This is a great example of success in using social media in a business– you’ve taken care a problem and fixed it fast. And you can probably just stop there, but why not learn from this situation and improve the sales process. If you have a team you could have a meeting about the tweet and voicemail. Should you change that voicemail’s message? Can you a better job at calling leads? Is there a better time to call to avoid unanswered calls? You can brainstorm different ideas to apply.
What do we learn from using social media in a business scenario?
In this situation, we learn that social media is a powerful tool for improving the sales process alone. What can we take from this?
- Monitor Twitter. If you’re listening you can catch what customers are saying and you can do something about it, unlike before it wasn’t possible.
- Responding is better than ignoring. If you’ve made a mistake, it’s better to admit it and apologize to restore that relationship.
- Learn from it and make it better. You have the feedback from the people who matter (your current/future customers), now use it to improve your business. This is real-time research from real people–use it!
How about you, do you have any real situations of how you’ve used social media to improve your business in some way? Leave a comment below.
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