Twitter users have high expectations and if you have a Twitter presence, regardless of whether you are using it as a platform for customer service or brand awareness, then it's important to respond quickly and appropriately, or it could be damaging to your brand.
Did you know that only 15% of the FTSE 250 companies respond to tweets? this is worrying given that 17% of consumers are using this channel to ask questions to leading brands.
Like any social media channel, you should only post content if you have a strategy and the resources to interact in a two-way conversation to engage with your followers. Leadsift's research has drawn up a snappy visual to provide a toolkit for responding to your Tweeters to maximise engagement.
Tips include: Not including a CTA link in your first sentence, personalising your response by their name and considering using punctuation:
By Susanne Colwyn
Susanne is a Marketing Consultant and Trainer, with over 20 years marketing experience in the public and private sector. She's passionate about supporting companies with practical result driven marketing, to help focus companies on evaluating and driving their marketing forward. Experienced in Integrated Strategic Marketing Planning, Data Segmentation, Customer Relationship Management Systems, Customer Insight and reviewing internal systems, data and processes, to maximise conversion strategies and the customer experience. You can connect with her via her LinkedIn or follow her @Qtymarketing.
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The Social Media Marketing toolkit contains:
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