Twitter is a communication platform that helps connect business and their customers. It can help a business act as an information portal to quickly up-to-date people interested in their company. It allows business to gather real time market intelligence and feedback and foster relationships between partners and customers or anyone who is interested about their work and business. As an individual user, you can Tweet to tell a company that you have had a great, or indifferent experience about their business, as well as learning about great offers and product deals.
When you combine tweets that are quick to write, easy to read, public, controlled by the recipient and exchangeable anywhere you have got a really powerful, real time communications medium.
You might be asking, so how do businesses use Twitter? Twitter connects you to your customers instantly in a way that was never before possible. For example, let’s say you are at work for a custom trailer manufacturer. If you search for your brand, you may find people talking bout how great the trailers are and sharing information about trailers and boats. Or you could find small complaints or queries that your customers would not intend to contact you about. You can find real valuable customer feedback that you could make the choice to respond and rectify or use for future reference and planning. It’s inevitable that others will offer bad feedback which you can turn around a bad situation and prevent bad publicity. It’s commonly known that listening and engaging with your services can ultimately lead to happier more satisfied clients and key product and service improvements.
Twitter isn’t just about the immediacy it also allows you to build long term relationships with customers, allowing you to have direct access to your customers and shrink the emotional distance. These factors can make Twitter an essential piece of your companies digital online business strategy.