{"id":5602,"date":"2014-09-13T20:53:32","date_gmt":"2014-09-13T20:53:32","guid":{"rendered":"http:\/\/www.thesocialcmo.com\/blog\/?p=5602"},"modified":"2014-12-20T16:38:47","modified_gmt":"2014-12-20T16:38:47","slug":"the-keys-to-attracting-more-customers-on-twitter-via-openforum","status":"publish","type":"post","link":"https:\/\/www.thesocialcmo.com\/blog\/2014\/09\/the-keys-to-attracting-more-customers-on-twitter-via-openforum\/","title":{"rendered":"The Keys to Attracting More Customers on Twitter ~ via @OPENForum"},"content":{"rendered":"
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\u201cSeeking a real return on your social media relationships? Prove your business is customer obsessed by employing the Twitter strategies of companies that \u201cget it.\u201d<\/em><\/h3>\n<\/blockquote>\n

It\u2019s one thing to say you\u2019re customer obsessed on social media and quite another to show you mean it. Modern consumers are social media savvy, and they can spot the difference, so if you want a real \u201creturn on your relationships\u201d (#RonR<\/a>), you\u2019ve got to be truly customer obsessed on all your social media platformsTo highlight that point, let\u2019s take a closer look at two large companies, JetBlue and Duane Reade, that do an excellent job of putting the customer-obsessed concept into action on social channels. While you may not have their resources, you can certainly pick up a few tips so your small business truly connects with customers.<\/p>\n

JetBlue Airways<\/h2>\n

Being customer obsessed requires paying attention to the little details, and it\u2019s clear that JetBlue \u201cgets it\u201d from the moment you visit\u00a0the airlines\u2019 Twitter page<\/a>. You can see the company is focused on customers even before you read a single tweet, thanks to its effective use of Twitter\u2019s profile page functions.Let\u2019s take a look at the details:<\/p>\n

– JetBlue\u2019s Twitter page has close to 2 million followers, which is strong but not out of line when compared to other major airlines. The \u201cfollowing\u201d count is what really stands out, though, clocking in at more than 100,000. Check out the follower\/following ratios of other popular accounts, and you\u2019ll quickly see that JetBlue is way out in front on the number of other Twitter accounts it follows.<\/p>\n

– Take a look at the company\u2019s profile blurb. \u201cHi, nice to tweet you!\u201d is pleasant and warm, a stark contrast to the all too common \u201cThe Official Twitter Page of \u2026\u201d opening. After that, you get a quick, relevant description of the company, followed by multiple contact options. It\u2019s all framed under a welcoming cover photo that\u2019s light on logos but heavy on diversity and smiles.<\/p>\n

– JetBlue does a nice job tweeting a mix of customer-focused contests, clever hashtags and charity drives, but its replies to customers are what really stand out. There are no form messages or any other signs of automation. When a customer tweets @JetBlue, they know they can expect a personalized response, coming from a real human being. JetBlue also does a great job of sharing fun travel photos from its followers.<\/p>\n

Duane Reade<\/h2>\n

There\u2019s more than one right way to be customer obsessed on Twitter, and drugstore chain\u00a0Duane Reade<\/a>\u00a0gets there in a slightly different fashion than JetBlue. Both of these companies\u2019 profile pages are well done, and both companies follow more accounts than average.The difference comes in the content of the tweets, and the information each company chooses to share. See what I mean:<\/p>\n

– Duane Reade is based in New York City, and the city is a constant theme in their tweets. It\u2019s a great way of saying \u201cWe live here, and we care about this place, too!\u201d Duane Reade\u2019s Twitter feed is also full of tweets about area events but not in a self-serving way. Most of the events the company tweets about have little or no apparent connection to the company.<\/p>\n

– You\u2019ll also find plenty of photo and video content shared on Duane Reade\u2019s Twitter stream. Cityscapes bump up against silly pet pictures and odes to things like National Hammock Day in a way that makes the account feel more personal than corporate, which is tough to pull off.<\/p>\n

– Like JetBlue, Duane Reade does a great job of replying to customers in a personal, timely way and sharing customer tweets. The company also embraces the language and intent of social media, dropping in the occasional bit of Internet slang or emoticon, and linking its\u00a0various social feeds together.<\/p>\n

In the end, customers want to be treated like human beings, not data points, and both JetBlue and Duane Reade embrace that with every detail. It all starts, though, with simple things. Reply to people promptly, with personalized messages, and share relevant, interesting content.The effort you put into being customer obsessed will be more than reciprocated by the return on relationship you build as a result.<\/p>\n

Photo: iStockphoto<\/p>\n

Originally posted\u00a0AUGUST 18, 2014 American Express Open Forum blog<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

\u2014\u2013 \u201cSeeking a real return on your social media relationships? Prove your business is customer obsessed by employing the Twitter strategies of companies that \u201cget it.\u201d It\u2019s one thing to say you\u2019re customer obsessed on social media and quite another to show you mean it. Modern consumers are social media savvy, and they can spot … Read more<\/a><\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[137,7],"tags":[1370,647,32,479,30,208,1899],"class_list":["post-5602","post","type-post","status-publish","format-standard","hentry","category-all-posts","category-tedrubin","tag-ronr","tag-customer","tag-marketing","tag-ror","tag-social-media","tag-strategy","tag-tedrubin-3"],"_links":{"self":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/5602","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/comments?post=5602"}],"version-history":[{"count":1,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/5602\/revisions"}],"predecessor-version":[{"id":5604,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/5602\/revisions\/5604"}],"wp:attachment":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/media?parent=5602"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/categories?post=5602"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/tags?post=5602"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}