You’ve probably heard it before—brand personality builds customer loyalty. And social media is the perfect place to let that personality shine. Social timelines are more than just a backlog of posts. Fans view social timelines like the pages of a brand diary. Within one quick scroll, customers should be able to understand the brand voice, the brand’s interests, what makes the brand tick, what the brand is most passionate about, etc.
For Milani Cosmetics, its Twitter is what transforms the brand into a person and gives it life.
Milani Cosmetics is passionate about color and affordable makeup (And not just a little makeup, but LOTS of makeup). Any zealot for cosmetics has this same guilty pleasure, and if you can’t beat the temptation- you might as well learn to laugh at it. After all, you can’t spell Twitter without “wit.”
Take a look at a few recent tweets from Milani that use wit and relatable experiences to build a contagious brand personality. #becontagious
Need more inspiration? Check out the Mashable article “25 Twitter Accounts to Make You Laugh,” and send us your funny tweets! @findingzealots
The Twitterverse is full of organic (and more recently, targeted
) customer interactions with brands, companies, sports teams, celebrities, spokespersons and the list goes on. People often use Twitter to give or receive a retweet of approval, to ask a question or to offer personal reviews of a service or product. The downside, however, is that negative customer experiences voiced on Twitter can result in a loss of sales and customer support, if left unresolved.
You may be thinking that Facebook should be included in this list when it comes to building optimal customer service. Although this channel is undeniably an important element of your company’s social presence, there are a few minor details that help Twitter stand out:
The key in relationship management is to provide customers the empathy or action they seek in the quickest amount of time. To be heard or comment on Twitter, just an @, #hashtag or keyword search is needed. Simple as that. And that leads us to the next point.
Twitter’s 140-character limit can be a hinderance when telling a long, drawn out story, but for customers that just want a short and sweet explanation, it is the perfect solution. When you tweet, keep it short and sweet. (Maybe throw in a rhyme or two while you’re at it. Totally kidding.)
Mobile compatibility makes almost all of our social media channels accessible wherever we go, and tweets function almost like texting. Links also push Twitter ahead of the crowd because users can access multiple links from the same home feed if they need to look up information quickly.
With Twitter, what you see is what you get. There is no need to access separate pages for company information because everything is visible on a scrolling timeline either as words or as links.
Because positive social interaction leads to increased sales and strong brand reputation, using Twitter as a customer service tool while keeping these 4 points in mind can mean big bucks for your business.
Anything you’d like to add to the list? Give us a shout! @findingzealots