#TwitterSmarter Recap: How Small Businesses Can Use Twitter to Drive Business

twittersmarter

: Besides Twitter, what other social network do you use the most and why?

Q1: How can Small Businesses benefit from their Twitter Presence?

  • Easy way to social listen to their brand: customer service, new leads, network
  • Twitter is a great way to expand your brand
  • Twitter makes is easy to spread the word about your brand and drive traffic to you blog, website, online store, or community
  • Twitter shows the world your brand listens AND responds to customers

Q2: How does Twitter fit into an overall social media marketing strategy for Small Businesses?

  • Twitter is the broadcast tool for your blog, promotions, how-to & best practice docs
  • Twitter is a powerful, scalable, and trackable customer service tool – some SMBs cannot afford a large CRM
  • Twitter helps SMBs find and engage with customers

Q3: What are some pro-tips for getting started with Twitter effectively to maximize your efforts?

  • The easiest way to get started is to get started 🙂 Get Tweeting
  • Find and follow competitors
  • Find and follow potential customers
  • Find and follow industry thought leaders and relevant hashtags
  • Join and participate in tweetchats
  • Don’t forget to create twitter lists
  • DO NOT AUTO DM!!!!!!!!!!!!!!

Q4: What are some best tips to use Twitter Analytics to Increase Audience Engagement?

  • Learn all about utm codes – make the most of your url
  • Measure and correct as needed
  • Important Google Analytics metrics: Pages per Session and Ave Session Duration
  • Google Analytics and utm codes will tell you the content your customers love

Q5: How can Small Businesses leverage Twitter as their customer service channel?

  • Along with easy engagement, the transparency of Twitter builds trust with customers
  • No phone queue or hold music on Twitter
  • You can engage on Twitter then direct a customer to a private chat when needed
  • Social listen and each out to unsatisfied customers – sadly, not everyone complains to you
  • When 2 parties follow one another, Twitter allows full and private conversations

Q6: What are Twitter tools that can help you boost visibility and attract new customers?

  • If you consider it a tool – tweetchats
  • Pinning tweets to your profile is must
  • Using a tool like to schedule your tweets is a time saver
  • Use to broadcast and network
  • Twitter Lists and a Hootsuite dasboard
  • Set up a branded url for your tweets

Q7: How can Twitter help Small Businesses to track conversations relevant to their services?

  • Hashtags and lists
  • Don’t forget the hootsuite dashboard

Q8: What type of content on Twitter drives best engagement and conversion?

  • Ask questions
  • I tweet out customer content from my community: how-to’s, best practices, product solutions
  • Infographics are catchy and make the content easy to digest

I hope this information is helpful – see you next week at #twittersmarter

Cheers,

Toby

#Bufferchat: Risks and Experimenation

bufferchat

My recap of the 3/1/2017 #Bufferchat hosted by @buffer.  Join the conversation every Wednesday at 12pm EST.

Q1: If you’re up for sharing, what is a big risk you’ve taken in your life that ended up working out well?

  • Getting married and having children

Q2: What was the last time you tried an experiment, or followed through with a new idea, at work?

  • Being a Community Manager – every day is something new and full of experiments (& new relationships)
  • A risk that paid dividends is handing community keys over to my members; asking for and counting on their help

Q3: What’s your process for starting an experiment (or anything new) at work? What steps do you take?

  • Plan / brainstorm – make my case – get buy in – execute – measure – correct as needed
  • Ensue it aligns with company goals
  • Gather great brains to brainstorm

Q4: How do you know if it’s worth taking a risk at work or in life?

  • What does your inner voice tell you

Q5: When you have new ideas, what’s your advice for getting more support from managers/leadership?

  • Prove with data how is moves the company forward
  • Prove how your idea will make your boss / department look good
  • Ask for their opinion or strategy advice

Q6: What do you do if your ideas/experiments aren’t successful?

  • Don’t whine or pout – understand why it did not fit into the strategy
  • Ask if now is not the time, when would be the time
  • Understand how your idea can be improved then make your case again
  • DO NOT take it personally

Q7: What has been your biggest learning about risk-taking? Any tips to share?

  • There is no reward or sense of personal fulfillment without risk – plan and go for it

Thanks for reading – I look forward to you comments and hope to see you at the next #bufferchat.

Cheers,

Toby

 

#Bufferchat: Building an Emergent Organization

bufferchat

My recap of the 1/18/2017 #Bufferchat hosted by @buffer & @theready.  Join the conversation every Wednesday at 12pm EST.

Icebreaker: If you could pick any workplace perk, what would it be?

  • Onsite dry cleaning would be an awesome workplace perk
  • Tasty snacks & really awesome coffee

Q1: In these constantly changing times, what does it look like for a company to embrace a forward-thinking, emergent mindset?

  • Judging and rewarding employees by meeting goals and not simply face-time.
  • It’s not the hours you put in, but what you put in the hours
  • Providing your employees with the best technology to help them be productive:

Q2: How have the needs of organizations changed as technology has evolved?

  • Customers EXPECT acknowledgement and answers quicker
  • Employees to be always available
  • Technology saavy employees who are willing to open to change

Q3: What are signs that a company needs to make a change in how it functions?

  • When leadership says: “We’ve ALWAYS done it that way”
  • If Employee turnover rockets
  • If you still use a fax machine

Q4: What are ways for a company to begin to make positive shifts in how it operates?

  • Talk to your front lines: they are in touch with your customers
  • Executive participation with your company’s community
  • Executives living their philosophies and not just preach them – your employees want to follow your lead

Q5: In your opinion, what’s the most important change an organization can make to help them thrive in the future?

  • Tear down silos – make your organization as horizontal as possible – we all have the same company on our badge
  • Connect with your employees – make them owners and show how they contribute to success
  • Communicate and be transparent to your employees and customers
  • If you take employee surveys: give feedback and actually implement some of their suggestions

Q6: How can organizations support modern career growth?

  • Training and seminars
  • Send employees to industry specific shows
  • Encourage employees participate in tweetchats

Q7: What are your favorite resources about the future of work, organizational transformation, and/or emergent companies?

  • Communities and Tweetchats

Bonus! How would you summarize today’s discussion in one tweet?

  • Listen, learn, change, adapt – There is always a better way; find it.

Thanks for reading! Please join me @buffer @ariellemargot and a host of fine folks at the next chat.

Cheers,

Toby