Earn Customers For Life On Twitter – Twitter University

twitter-university-3In this edition of Twitter University I want to discuss how you can use Twitter to get to know your customers and make an impact. Before getting started though I just wanted to say “Thank You!” to Murray Newlands for listing this blog as one of the Top Ten Twitter Blogs. Now, on to the topic at hand: if you’re trying to grow your business and are looking for ways to stand out with your customers here’s a valuable Twitter strategy you can use to build client loyalty and get them talking.

Earn Customers For Life On Twitter

Step 1: Connect – Ask your customers if they are on Twitter and let them know you want to follow them. First off they will be flattered that their supplier is interested in hearing from them. Most companies don’t even take this basic step to reach out. You can incorporate a simple message into your conversations and on your website, emails and invoices that you want to connect with them.

Step 2: Pay Attention – Pay attention to what your customers are writing on Twitter. Sometimes they will post relevant business information that can give you clues about their habits and preferences. Other times they will post personal information that will help you get to know them better. Don’t just follow and ignore them – watch out for what they are saying. It will give you great insights as to the kinds of people your customers are.

“If you really want to make a splash and earn a customer for life think outside the box as to how you can take your Twitter conversation offline. Why not send a congratulations card to that customer who just got the big media feature?”

Step 3: Let Them Know You Care – If you’ve followed steps 1 and 2 you’re already way ahead of your competition. Now it’s time to turn up the heat. Once you’ve started following and paying attention to your customers, interact with them by replying to what they post. Congratulate them if they made a big sale or were featured in the media. Offer best wishes if they share personal information about details going on in their lives. The point is to be there and show them you care.

Step 4: Go Above And Beyond – Now, if you really want to make a splash and earn a customer for life think outside the box as to how you can take your Twitter conversation offline. Why not send a congratulations card to that customer who just got the big media feature? Yes, you heard me – snail mail! There are even tools like SendOutCards where you can attach delicious brownies or retail gift certificates along with your card. It doesn’t cost much to do but the extra effort will earn you some serious “brownie” points with your customers.

mike-mcderment

To bring it all together I thought I would share a real life example from Mike McDerment who is the CEO of FreshBooks, a Toronto based billing company with over 800,000 customers. FreshBooks makes a habit of following its customers, paying attention to them and acting on what they are saying. Here is an example: FreshBooks customer chelpixie posted to her Twitter account “if you ask a girl out, don’t stand her up. Not appreciated.” to which the FreshBooks team noticed and replied “we would never stand you up”. They followed up by sending her an arrangement of flowers. Who would ever expect that kind of personal attention from a billing supplier?

freshbooks-twitter

By paying attention to their customers and acting on their feedback FreshBooks not only earned a customer for life but also has received significant media coverage for their efforts. By following the four simple steps laid out in this blog post you too can stand our with your clients and keep your company top of mind before your competition does.

How are you using Twitter to maintain relationships with your customers?

About the Author

I #Believe in entrepreneurs.

23 Responses to “Earn Customers For Life On Twitter – Twitter University”

  1. David Hurley says:

    Hi Evan,

    This sounds like an excellent way to practice focusing on “you” (the customer) rather than on “me”. At the moment most Twitter entrepreneurs (including “me”) tend to focus to much on trying to get a following by telling “them” about “us”.

    DH

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  11. TannyL says:

    Hi Evan,
    Thanks for posting this article. It shows you that you can use twitter for business, like many companies already do, and you can find and keep your customers on twitter.

  12. tyroneshum says:

    Most social networks in present are used in businesses already. This is caused by the fact that most people spend most of their time surfing the net and updating their sites. This post gave a lot of tips on how to earn customers through social networks and it is the same as treating your clients as your friends too, building up a relationship with them which you can use for your business purposes.

  13. MichelleJ says:

    That is the main point, to build a relationship first. Doing business whether it is online or off your sales base is dependent on building a good relationship with your potential customers. People still are happier buying things from someone they feel they know and can trust.

    MichelleJ

  14. Thanks for this post. We have every thing at our advantage to get to know and retain our customers at this time. This is the reason why I am so glad to be part of this generation

  15. GT Bulmer says:

    Hi, Evan:

    Great Twitter advice. The more we can intergrate our business with a social edge to it, the better. Listening and encouraging interaction are the starting points.

    GT :)

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  17. Evan Carmichael, you are the best discovery in my online experience. Though I’m not yet on Twitter, I’m on the Facebook already. Keep on blessing our humanity Evan.

  18. Wanda Boben says:

    I have found great ideas on this site and I will bookmark it for later.

  19. Hai Tytler says:

    I love your website!! Great, great posts! Thanks for making time to do this

  20. Time Clock says:

    I still dont understand the use of having too many followers on twitter. Will it help in increasing sales and brand awareness?

    1. It can, as long as you have the right target audience.

  21. Several thanks only for that wonderful post! I’m going to take a note of your website and view again right here frequently

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