Is Twitter part of your multi-channel customer communications?
If not, why not?
If so, how have you utilized Twitter and how have you integrated those communications with other customer interactions?
Manuel Jaffrin(Co-Founder & MD, GetApp.com)
It is not easy for a small company or a freelancer to make business sense out of Twitter! How to manage Tweets, know who to follow, build lists, have a single view of all the conversation that relate to your business or simply manage your company account across different people?
No primarily because our business is a wholesale one. That means two things. First, we don't have a large number of customers so we believe one to one communication in person, via email, or via the phone is preferred. Second, our target customers don't appear to be using Twitter or other social media platforms. A few do use Twitter but primarily for personal use.
We may ultimately get there, but for our business it won't likely be for customer service. It will likely have some supply chain or marketing application such as order tracking for the former and pricing updates for the latter.
Hope that's helpful.
Leslie McLellan(All Things Social Online)
Yes! My destination marketing for Lake Arrowhead, CA. centers around Twitter and being able to broadcast out our events and activities. We have had super success since 2009 using Twitter as a main channel for customer (visitor) communication throughout Southern California. We broadcast what's happening then we watch and interact with those who are interested in what is going on as they help us spread our message.
Bob Parsons(President, Small Business Websites, LLC)
No, because my customers don't use Twitter, except for personal communication. Twitter is not for everybody. If you are a celebrity, or if you have a following and can generate some 'buzz' on Twitter, that's great. People will go to Twitter and expect to learn about the latest and greatest things you have done. But, if you are an average Jane or Joe, you probably don't have time to be compulsively on-line if you are running a business, and if you tweeted yourself to death, nobody would notice or care.
Yes, for sure Twitter is an awesome branding platform particularly for us, at Garious, because our products are all about making social media drop dead simple. So, we must fish were the fish are and Twitter, Facebook, and LinkedIn are where we hang the most in the social sphere.