Using Twitter for Marketing?

Take notes from Twitter Veterans

Corporate marketers are not early adopters, typically, nor are they laggards. Of course we’re painting with extremely large brush strokes; however, there are exceptions to every rule.

Home Depot has successfully used Twitter to stay in touch with customers pre- and post-purchase. The retail giant has long been criticized for post-sale customer service but that seems to have changed with the way they’ve used Twitter to make themselves available, participate in Tweet conversations and to respond (quickly) to customer concerns. Here are some example posts exchanged between Sarah in Corporate Communications at Home Depot and customers who’ve used Twitter to voice an issue:

• Claire – Glad to hear Melissa’s been in touch. Keep me posted.
• ‘Top notch customer service last night at Hyannis, MA store, thx to Liz and her team’ >>thx Marcia, I’ll pass that along
• Hi Jason – what happened? I would like to help if I can, if not would love to hear your feedback.
• Sorry we let you down. Mind DMing more info? Try us again!

Well-done, Sara @HomeDepot!

And, not to be out-done, check out similar Tweets on Lowes‘ Twitter page:

• Sorry about that. DM me your info, I’d like to get Customer Care involved.
• Hey, Nate, sorry you had a bad experience. DM me you info…I’d love to get customer care involved.
• @LowesRecruiting: Welcome to the Torrington, CT store which opened on Friday, 7/10/09 adding about 175 jobs to the area.

Notice the tone from both of these companies: “We heard you. Sorry that happened. Let us make it right. We’re working on it – just an update.” And so on. Very well done. As consumers, can we really ask for more than that?

Give YOUR Twitter Advice to Corporate Marketers

As an expert Twitter user, what advice do you have for corporate marketers who wish to utilize Twitter for business purposes (marketing, advertising, PR, customer service, etc)? Surely you’ve had bad experiences and some really good experiences (like those above) while using Twitter. Let’s help corporate America better utilize Twitter to connect with and serve customers online.

What advice do you have for Marketers using Twitter?

Please post a reply with your (one) point of advice for corporate marketers using Twitter. Let’s get at least 100 posts to help corporate marketers use Twitter the right way.

Post your reply to offer your thoughts, ideas and advice today.