Michael Epps Utley 
Nearly 11 years ago, history was made when Jack Dorsey sent out the world’s first ever tweet, reading, “just setting up my twttr.” Twitter usage has been on the rise ever since, with 310 million monthly users throwing in their two cents in 140 characters or less.
With this many eyes scrolling through Twitter, it is a fantastic tool for businesses to put themselves in direct contact with their customers. In fact, 65.8% of US companies with over 100 employees have a corporate Twitter account, and 78% of the 2015 Fortune 500 companies are active on Twitter. Overall, using Twitter as an alternative customer service platform resulted in a 19% in user satisfaction.
Businesses can use Twitter in a few different ways. You could mimic Dell, using Twitter to communicate deals and coupons. They have created various accounts that are focused on promoting different deals, such as Dell Outlet, which is focused solely on refurbished products. In addition to this, Twitter could be used to build relationships with your customers.
Southwest Airlines is known for having a very active Twitter account, carrying on non official conversations with customers as well as promoting their progressive culture, participating in hashtags such as #internationalwomensday.
Twitter is also a fantastic way to provide efficient, hassle free customer service to your customers. One of the most successful companies to utilize this option is Jet Blue Airways. They typically respond within one hour to help frustrated clients with missed connections, cancelled flights, and trouble booking. This quick response time tells customers that they are the top priority.
There are so many ways that companies can use Twitter to their advantage, and while that is exciting, it can also be daunting. It is easy to become discouraged or intimidated by the social media success of others, thinking that you will never reach that level. But the best way to combat intimidation is to begin. Start small, making goals you know you can reach. Create a handle and commit to posting something once a month. You’ll be surprised what can happen when you jump into the unknown! Say yes to Twitter. Say yes to reaching your customers like never before!
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