The effective use of Facebook & Twitter
Facebook and Twitter are easily the two largest names in the world of social media. Most companies in America and across the globe utilize Twitter & Facebook, some use it effectively and others do not. An example of a company that uses twitter very effectively is Zappos. Zappos use's Twitter as more than just a medium to promote their products, they use it as a customer service medium. Zappos uses twitter's API streaming service to track all conversations and respond to all tweets involving @zappos. I believe the way Zappos use of twitter is a very effective use of the medium. Zappos usually will respond to a tweet within 24 hours. This creates a very strong relationship between zappos and their customers. And it's proven Zappos products get mentioned in up to 60 tweets per day, they don't even need to promote the products themselves when their followers can just do it for them. Zappos uses Facebook more for promotion's, which isn't a bad thing. Facebook is just different from Twitter and it's a lot harder to start a conversation. I believe Zappos audience would be their customers, mainly because I don't think you'd mention Zappos in a tweet unless you've shopped with them before. Zappos has a lot of integration with twitter such as their mobile app which uses twitters native integration. Another very popular company that is an effective user of twitter is L.L. Bean. One of L.L. Beans primary goals with using social media is to offer a platform friendly two way communication. Some people don't necessarily want to call company and ask their questions some would prefer to contact the company through other mediums such as Twitter or Facebook. LL Bean uses twitter to not only as medium for customer service, but twitter also helps develop a LL beans brand while also driving an increase of customers. Twitter and Facebook can be used to reach customers in several different way's and when it's used right a company can really benefit from it. References:
http://www.slideshare.net/smbme/ll-bean-and-social-smbme
https://dev.twitter.com/case-studies/zappos-uses-twitter-generate-over-1200-conversations-month-its-customers
Awesome blog, Adam! It goes to show just how important it is for companies to be working on both Facebook and Twitter because while you find it easier to start a conversation on Twitter, I feel it is easier to start one on Facebook. These companies obviously know that there are different people out there with different tastes, and they are willing to supply to every flavor.
ReplyDeleteGood Job man!