Chisholm and harper twitter presentation
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www.samanthabell.com.au Wine, Cheese & Twitter
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Transcript of Chisholm and harper twitter presentation
www.samanthabell.com.au
Samantha Bell
Deloitte + KPMGFinance, Utilities, Retail,Hospitality, Higher Education, Media, Telecommunications, Not for Profits
Business + Internet Consultant Strategy & PlanningProject ManagerChange Management
How to utilise internet and world trends to advance businesses and innovation
www.samanthabell.com.au
Structure1. Introduction
2. Six examples of Twitter in business
3. Tips and tricks for you & your organisation
www.samanthabell.com.au
Twitter’s potential role in your business
PR, Brand, Product
development
PR, Brand, Product
development
Customer Service & Business Operation efficiency
Customer Service & Business Operation efficiency
RecruitmentRecruitment
Attracting CustomersAttracting Customers
Learning & DevelopmentLearning &
Development
CultureStaff
Retention & Engagement
CultureStaff
Retention & Engagement
Customer service channel where customers can:
• Ask basic questions
• Have changes made to their account
Customer retention & increased revenue
Branding, PR, Product development:
• Leader of industry – Bigpond and others also doing this
• Learn of possible enhancements to products
Optus on Twitter: gains
MOMA story
261,724
Customer service channel
Branding, PR, Product development:
• Another channel to reach customers
• Expanding their customer experience
MOMA on Twitter: gains
Aquent story
Aquent on Twitter: gainsPR & Branding
• CEO publicity + word of mouth
• Thought leadership. Blog republished in recruitment magazine
• Relevant audience
HR
• Recruiting people – all have read blog
• Sought trainers and experts
HKK role
• Recruitment – finding 9 meaningful candidates
Cost saving - $20k on potential advertisement
Efficiency – 1 tweet = minutes vs many hours of searching
Customer sales – event numbers
Obama Story
4,980,714
Obama on Twitter: gains
Branding, PR
• ‘Customers’ built their own community, content, words, footage
• Drove the hype – people got information they ‘pulled’ for
“Transformed Politics”
• Over 115k followers: 23x McCain’s
• More tweets than news channels
• 67% funds raised online
St Ali Cafés Story
St Ali on Twitter: gains
5,000 people to street party
Branding, PR:
• Contemporary
• Feedback
• Potential reduced expense (traditional marketing)
Integrated with traditional media + other social media + games (e.g. foursquare)
www.samanthabell.com.au on Twitter: gains
• Efficiencies – no more call centres, no more waiting
• Contact with global experts
• Learning & development
• Quick and real time info from industry/market leaders
• Self-paced, targeted learning – use it when I’m inspired/need it
• More up to date than via other forms
• Branding, PR: Thought leadership & Extension of website
• Fun! Wisdom 2.0 conference
www.samanthabell.com.au
"Twitter can contribute to a
company’s success or it’s downfall"
the very successful Tony Hsieh, CEO, Zappos, "Delivering Happiness", 2010
Back to you & your market
• Average age on Twitter is 39 Years Old
• 2.5 Million Australians on Twitter
Your audience may want to know more & engage
• Personas
• Number of your customers online?
• Number who use internet-enabled phones?
• Could you engage them more?
• Potential customers
• Future planning
Tips for YOU1. Go to www.search.twitter.com
Enter one or two words and see what people are saying. For example, your: city/town or company name or industry name or hobby
2. Set up your account – shorter name better
3. Start using + get training + learn from experts
• Follow interesting people – find them via google search with “twitter name” in search
• Easy Twitter terminology:
People’s names start with @ (e.g. @BarackObama)
RT is ‘retweet’ (like forwarding an email)
http:// is a website
Tips for Your Organisation
1. Establish Company Twitter account (or a couple)
2. Training
3. Strategy: work with key people internally to set objectives, plan, resourcing and measures
4. Do
• Inventory: what content do you already have; who is currently using Twitter
• Establish efficient Twitter infrastructure – regularity, ease, follower attraction, content gathering plan
• Get people using it – start their understanding ASAP
5. Review, learn what works, promote success and evolve
Tips
“Take is seriously. Invest the time.
It can be used trivially (and then so can a telephone)
It can be incredibly powerful, incredibly influential
Traditional media will become less of a focus. Online Word of Mouth increasingly important
Tip for CEO's is get to understand it yourself.
Use it yourself.”
www.samanthabell.com.au
This presentation was brought to you by Samantha Bell www.samanthabell.com.au@samanthabell1 on Twitter
Public Speaking- internet + business- innovation- global trends- the future with data
Strategy
Training
Implementation- set up of Twitter and Twitter tools- identification of content sources- project management + coaching- establishment of “listening channels” (ongoing content creation)
