Most who have used Twitter long enough would understand that it is now becoming a crucial part of business.
The incentives Twitter could provide are significant. Competition, too, are forcing more businesses to go on Twitter (just like the adoption of websites).
From a previous study, we have learnt that almost 80% of Twitter users are here for business purposes, and their online behavior has since changed to suit the changing media habits of consumers.
Businesses Never Connected…Until Now
Majority of the communication between businesses and consumers had always been one way. Twitter provides a platform for consumers to get heard and for businesses to gain feedback. It is a relief that most brands chose the “chatting” approach over the traditional push method.
If you never thought that brands would ever speak to you on a personal level, Twitter would be a nice surprise.
Customer Service Is Much Better On Twitter
If calling and emailing don’t work, Twitter might be the next fastest alternative. Businesses are increasingly more responsive to tweets. For those who know better, they would also be more careful with how they deal with complaints and tweets in general. Each tweet is displayed openly to the public and reflects the company’s position, service standards and brand image. Any wrong move could be a potential threat to the company’s reputation. With greater speed and care taken, consumers are likely to enjoy a higher quality of customer service on Twitter.
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Conclusion
Twitter hasn’t only shaped the way we communicate but also how businesses should act to fit into our online community. Once they succeed in doing so, the returns are handsome.
