![]() ![]() Sometimes you’ll have to provide technical support, give a customer specific support instructions, or apologize for a bad customer service experience. Unfortunately, that feedback isn’t always positive. Everyone from airlines to cable providers to tax preparation companies is using Twitter to field and respond to customer feedback. Establish a Separate Account for SupportĪs more and more companies go online, Twitter is becoming an increasingly useful platform to resolve customer service issues. But by unveiling yourself as an agent of the brand, you can obstruct the connection between your brand and its followers.Ģ. People like interacting with their favorite companies online because it makes their connection to the brand more intimate. ![]() Why is the royal “we” preferable? Anytime you use “I” in a tweet, your followers can’t help but wonder about the person behind the tweets (here’s a recent example from Starbucks), which can be a distracting experience. The best way to maintain a brand voice rather than your own is to avoid the first person singular (I, me, my) and stick to first person plural (we, us, our). To the extent that the brand has its own personality and voice, you should incorporate that style into your tweets, but be careful about making your company’s account an extension of your personal online presence. When you tweet on behalf of your company, you represent a brand, not yourself. To get you started, here’s a rundown of corporate Twitter basics. Maybe you’re not officially a Community Manager, but if you’re involved in marketing, communications, or customer service-you’ll probably find tweeting as a line in your job description before too long.īut even if you’ve hung out in the Twitterverse for years, when it becomes your job, it’s important to know that tweeting for your company isn’t the same as tweeting for yourself. These people are called Community Managers (or Social Media Managers), and their job, among other things, is to manage the company’s Twitter account. ![]() If you’ve been hunting for a hot new job, you’ve probably noticed that lots of companies are looking for someone to oversee their social media presence (check out the job postings below!). ![]()
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