Customer Service and Social Media
April 7, 2017

KNOW YOUR TARGET AUDIENCE

Hint: It’s not everyone. Choose meaningful keywords for your industry, and create lists of Twitter users with them in their bio. Watch these users’ tweets.

TALK WITH THEM NOT AT THEM

Twitter is a giant chat room. Most people are there for conversation, jokes, or education.
You can’t treat Twitter like free advertising.
Tip: Way less than half of your tweets should be self-promotion.

KNOW WHEN TO TWEET

Your audience isn’t online all the time. Use tools like Audiense, Hootsuite, and Mention to find
out when your target audience is engaged. When you tweet makes a huge difference.

ADD CALLS TO ACTION

“Help,” “retweet,” “please,” “how to,” and “follow” are among the most retweeted words. Ask followers for a retweet, or to tag a friend. Include links and prompt followers to read more. This extends your reach far beyond your own followers.

REALIZE LESS IS NOT MORE

70-100 characters is the sweet spot on Twitter. Too short, and you’re not tweeting anything of
value. Too long, and you’re missing the point.

USE IMAGES

Pictures have been shown to triple the rate of retweets, and nearly double the rate of likes. They
also maximize your real estate in a user’s feed.
Tip: ‘Quote pictures’ are a great source of universal content.

BE PERSONAL

Address users by name, using a conversational tone. Don’t tweet like a robot. This is social
media, and users enjoy a familiar touch. And if you can, make it funny.

USE RELEVANT HASHTAGS

Identify relevant hashtags and leverage them to your advantage. Don’t try to piggyback on irrelevant
hashtags; you’ll look foolish.

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