Using Twitter to Build Customer Relationships

Customers that sign up to follow your company through Twitter are asking to have a relationship with you. How can you tap into this?

Here are some ways that companies can use Twitter to build better customer relationships:

1. Provide updates or information to customers.
   This is probably the most frequent way companies use Twitter. Tweets are sent out about sales, news releases, and product updates, usually with a link for more detailed information. Some recent examples:
   
   UnitedAirlinesWeekend plans looking more like weak-end? Put that missing "E" back in with our E-fares! Check 'em out @ http://tinyurl.com/nl6q9o
   
   cnnbrkTwo American journalists, detained in North Korea since March, were reunited with their families early Wednesday. http://bit.ly/emlzv
   
   amazondealsLightning Deal! $44.99 - Petmate LeBistro Portion Control Automatic Pet Feeder, Black, 10 Pounds http://tinyurl.com/7lnpkg
   
2. Get customer feedback and help shape new products or services.
   Using Twitter to ask customers how they feel about your products or services is a great way to get instant feedback and ensure that you’re meeting their needs. It can also help your company determine new needs customers may have.
   
   HP_SMBRead real user reviews of the HP Officejet Pro 8500 All-in-One printer here and let us know what you think: http://tinyurl.com/nqgjvr
   
   savethechildrenLast day to vote in our holiday card poll! Vote today and then sign up to receive your free holiday cards. http://bit.ly/2htB5W
   
3. Provide an alternative interaction or customer service option.
   Twitter can also be used to interact with your customers and answer their questions on the spot. For customers that have a quick question, this can be an effective way of providing customer service to them.
   
   Ask_WellsFargoGood morning. This is Ian signing on for @Ask_WellsFargo. Please keep personal & account info private. Do not share it on twitter.
   
   HiltonAnaheimRT @HyattIrvine: RT @Anaheim_OC: Coming to Orange County and need visitor information? Just #AskOC
   
4. Build entanglement and create community.
   Finally, companies can use Twitter to create a sense of community by asking customers to participate in their relationship with the company. This can take the form of challenges, providing expertise or sharing experiences, for example.
   
   pepsiLast chance 2 weigh in on #Throwback and share w/the Pepsi team: comment on FB group http://bit.ly/2uSBKD or give us your 2c on Twitter!!
   
   charitywaterWhat if your employees came together and raised $5k like Saks 5th Chicago? This could happen: http://vimeo.com/4247997
   
   JetBlueTravel Tip Tuesday! We've partnered with @PETCO to give 50% off pet travel fees: http://bit.ly/TZX6g What are your pet travel tips? #TTPets
   
   WholeFoodsThink public school lunches could be better? Way better? Join us and @ChefAnnC in the School Lunch Revolution! http://bit.ly/CJvlO

I’d love to hear how your company is using Twitter and the results you’re getting. Feel free to post your experience here or send me a tweet @jennifermonahan.