twitter - how to use it to acquire new customers and service existing ones
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Cairo, December 20th
Acquiring new customers
& servicing existing ones
Fady Ramzy
Interact Egypt country Manager
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220/12/2010Twitter
So, how is it going over
at the Moment?
#followinteract
#SMMC
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http://www.spotonpr.com/menatwittersurvey/320/12/2010Twitter
Visits to twitter.com grew more than
142% from MENA
between June 2009 & June 2010
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4 20/12/2010Twitter
How good is your Customer care?
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The 140
characters
Goldmine
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6 20/12/2010Twitter
Step 1: Listen, then listen & Listen
Understand how your customers & competitors use Twitter
Monitor tweets about your brand: twitter search, tweetscan
Identify influencers: Klout score, twittergrader
Understand and find friends: Friend and follow
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7 20/12/2010Twitter
Step 2: Determine your goals & Profile
Prioritize your needs
Build a plan: Identity, resources, timeline, budgets
Determine profiles: Personal or Branded?
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Step 3: Build & Promote your Twitter identity
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Step 3: Build & Promote your Twitter identity
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Step 3: Build & Promote your Twitter identity
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11 20/12/2010Twitter
Step 4: Respond & engage
Be there!
Position yourself as a knowledgeable and
trustworthy expert in your domain
80/20: 80% personal & conversational, 20% about
the company I work for
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12 20/12/2010Twitter
Step 4: Respond & engage
Share useful info: your blog, your website?
Share links: tweetmeme
Share photos and videos
Invite users to share
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Customer
care?
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14 20/12/2010Twitter
Customer care: Why?
Quick problem resolutions
Cost reduction
Promoting Brand image: Manage, track, study & respond properly!
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15 20/12/2010Twitter
Customer care: Presence and response
make your Twitter presence known
Respond quickly and transparently
Be authentic and transparent
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Serious
cases
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http://www.spotonpr.com/menatwittersurvey/1720/12/2010Twitter
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http://www.spotonpr.com/menatwittersurvey/1820/12/2010Twitter
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$
19 20/12/2010Twitter
$
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Egyptian
Cases?
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21 20/12/2010Twitter
Vodafone Egypt
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22 20/12/2010Twitter
Vodadone Egypt
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23 20/12/2010Twitter
Mobinil
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24 20/12/2010Twitter
Mobinil
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25
Interact Egypt
7B Omar Shaaban,
Nasr city, Cairo
http://Egypt.interact.itGrazie!
شكرا
20/12/2010
Fady Ramzy
Twitter: @Cyberzizo
Linkedin: Fady Ramzy