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Twitter Users Respond When Brands Engage



While the questions still remain about how many people are really using Twitter versus the number that have “accounts” there are, studies are being conducted to see what users expect from brands on the service.

In short, about 60% of the people who have over 100 followers expect some kind of interaction from brands when they mention them in the microblogging service. Emarketer shares this data

As per usual, consumers expect things to happen exactly how they think it should which often spells difficulty for the service whose processes may not give everyone the attention they deem worthy.

According to May 2011 research from InboxQ, a service to feed businesses questions from Twitter, Twitter users—especially ones with more followers and thus, presumably, more experience—tend to ask questions with tweets directed at all followers rather than using @ replies or direct messages. This means questions are often not directed at a relevant brand, but many users want brands to answer them anyway.

If the next chart is any indication, brands should really want to be there when questions are asked. Why? Because it solidifies a relationship with customers and helps them make the decision to buy.

So if you are a brand or even a small business and you feel like Twitter isn’t your place to concentrate you may be doing your business a disservice. At the very least there needs to be some form of social media monitoring / listening system in place.

It’s pretty simple. Things are being said. Questions are being asked. Businesses can stick their heads in the sand and act as if nothing is being said or they can at least keep an ear to the ground to provide the evidence that they should or should not be involved. If this information is even remotely true then it’s obvious what people using Twitter expect. If you aren’t there to meet those expectations you lose.

Simple, right?

  • http://www.brickmarketing.com/website-internet-marketing.htm Nick Stamoulis

    Whether you think your company needs to be on Twitter, your consumers clearly do. Consumers expect companies to be willing to communicate with them. Since many big brands are, little brands are expected to join in.

  • http://blog.sysomos.com 40deuce

    We now live in different times. Instead of people following the channels that companies once provided them, they now expect companies to follow them to the channels they choose. It’s maybe not necessary for a company to say something anytime someone mentions their brand online, but they should be watching and listening for those times when responses are needed.
    I know that if I’m looking to purchase something I ask my Twitter followers for their opinions. If the company in question happens to answer me as well then that’s just an added bonus. However, if that company can provide me with good information and service via a service like Twitter, I would probably be more likely to purchase from them as well… as long as their product is good as well of course.

    Cheers,
    Sheldon, community manager for Sysomos

  • http://www.enovabiz.in Aniruddha

    If any one had any doubts if Twitter works for business then this article should certainly banish those. Twitter can be good for business if you know how to do it. Whether it’s to just keep in touch with your existing clients or promoting your brand/products. Though, you need to be bit creative to stand out from the crowd

    Aniruddha