how to fail at twitter

INBOUND15

HOW TO FAIL AT TWITTER

Observations From ATwitter Enthusiast &Semi-“Twitter Famous” Person

Danny SullivanFounding Editor, Marketing Land

INBOUND15@dannysullivan

Twitter Famous?

http://www.vanityfair.com/news/daily-news/2014/11/twitter-anil-dash

https://medium.com/message/nobody-famous-37790cb4d014


Many followers without being an offline celebrity or…


Anyone someone might view as an “influencer”

TWITTER FAMOUS: People & brands reach

out because my of followers

INFLUENCER: People & brands reach out

because of my job

My Many Lives On Twitter

REGULAR USER: People & brands reach out

to me as regular Twitter user…

And I reach out because I just enjoy Twitter

as a regular person

My Many Lives On Twitter


[FAIL TIP #1]When a busy traveler complains….


Respond with an essay!


OMG


Replying & listeningaren’t the same thing


[WIN TIP #1]Read, listen & respond appropriately


[FAIL TIP #2]Offer to help but then make it worse!


Promise vs reality


[WIN TIP #2]Don’t break the customer service promises you make on Twitter


Credit was issued.Also, I don’t always complain….


And more on customer service…

http://marketingland.com/twitter-publishes-122-page-customer-service-playbook-for-brands-137786https://twitter.app.box.com/customer-service-on-twitter

http://marketingland.com/twitter-customer-service-tips-137991


[FAIL TIP #3]Reach out!


[WIN TIP #3]Reach out appropriately

From “Customer Service On Twitter Playbook: 2015 Edition”


[FAIL TIP #4]Have a promotion with complicated rules!


Win a t-shirt by…


Tweeting about us!


With this specific hashtag….


Right now!


And log-in to tweet on your iPad!


Uh, No


[WIN TIP #4]Make it easy for people to share


[FAIL TIP #5]Ask questions just to get engagement


I – we – are not your Google for things easily found


“Real” accounts don’t constantly ask questions


[WIN TIP #5]Share things really likely of interest


[FAIL TIP #6]Ask to be followed!


Just don’t


[WIN TIP #6]Be real, be interesting. If people like your tweets, they may follow you for more.


Some responses on why people say they follow others…


[FAIL TIP #7]Jump on a bandwagon!

http://marketingland.com/brands-newsjack-lebron-charmin-cottonelle-shoot-worst-tweets-ever-90860

http://marketingland.com/spaghettios-remembers-pearl-harbor-day-on-twitter-67494

“#WhyIStayed: You had pizza”“Customer Service On Twitter Playbook: 2015 Edition”AND see: http://marketingland.com/digiorno-99289


[WIN TIP #7]Jump on bandwagon with thought & relevancy

http://marketingland.com/waffle-house-fires-shot-belgian-waffles-scores-worldcup-engagement-win-89609

http://marketingland.com/guy-behind-arbys-tweet-pharrell-williams-rocked-grammys-72222


[BONUS FAIL TIPS]Crowdsourcing FTW

https://medium.com/message/nobody-famous-37790cb4d014

Celebrities are the same as other users of twitter. They don't like the 'teaspoon dipped into the Mississippi River' aspect of twitter: that they're always missing so much of their feed.

And it's the same for them when it comes to retweeting: if you want something retweeted, than post something retweetable! And of course what they like is the reach, immediacy and brevity of the platform.”

-- Rob Gregory, CRO of WhoSay


Listen to your followers, don’t blindly respond

Deliver on what you promise on Twitter

Appropriately reach-out & with value

#140Takeaways


#140Takeaways

Pick the right moments in the right way

Don’t lose sight of building your brand & follower among the “trees” of requirements


#More

7 Ways To Fail At Twitterhttp://marketingland.com/7-ways-to-fail-at-twitter-141809

Marketing Land’s SocialPro EventNov. 18-19, Las Vegas: use code “inbound” for 10% off

Marketing Land: Social Media Marketing Channel & Weekly Newsletter

http://marketingland.com/7-ways-to-fail-at-twitter-141809

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http://marketingland.com/library/channel/social-media-marketing


THANK YOU!

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