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May 2013

Twitter for Customer Support When customers want to make their voice heard, they often tweet. After that tweet is sent, the customer may consider that his/her concern has now been heard. But that tweet was sent to the official @brand handle, not to the customer service team. in fact, 56% of customer tweets to companies are being ignored. We’re not listening, and that’s a problem. Ideally, as customer service reps, we’d like to know about customer concerns before they get upset. by monitoring customer interactions on Twitter, you can spot people trying to figure out how to use your product or service. There is one main challenge i frequently encounter with customer communication. Let’s dive deeper into that and how to effectively solve it. Challenge: Customers Don’t Know Who to Turn to Whenever customers have an issue with a product or service, they don’t actually know which Twitter handle to contact. They end up tweeting directly at the main brand handle, and oftentimes the social media marketing manager of that account isn’t equipped to answer product or service-specific questions. Solution: Create an Easy-to-Monitor Hashtag start a program of communicating and teaching customers a hashtag on twitter. by having one consistent hashtag, customers know that a brand’s entire

Twitter for Sales I never believed in Twitter as a sales tool. but what i noticed as soon as i started using it was how it subtly made my relationships that much stronger. my conversations with prospects on Twitter reinforced our commonality about business topics we both cared about, which then translated into powerful phone conversations. And there’s data to prove this tactic works: 73% of u.s. online consumers trust information and advice from Twitter. Keep in mind, I’m not the most social media geeked-out person, I simply started using Twitter out of necessity. over time it became an incredibly powerful sales tool, and i found myself checking it 10 times a day. here are three sales challenges my sales reps and i constantly face — and how Twitter helps solve them.   Challenge 1: Putting Your Agenda Aside When you’re on the phone with prospects or leads, they’re eager to hear your pitch. but we need to resist that. sales reps often get comfortable with their winning pitch and want to use that on every prospect, rather than adapt to the unique interests and challenges of that prospect. Solution: Use Twitter to Inform Sales Process By using social tools like Twitter, you get an idea of what’s

Twitter for Marketing The problem is, Twitter generates 200mm tweets and 1.6b search queries per day. That volume of noise produced is overwhelming, daunting, and hides the valuable information we as marketers should catch. here are the two main challenges i face as a social media marketing manager, and how i solve for them. Challenge 1: Not Having Enough Time As mentioned, there’s endless amounts of clutter and noise on Twitter. And as your following grows, you see more and more of that clutter. i need to respond to actual concerns that people have with our product or service. i need to reward and thank those who are sharing wonderful tweets. but all the retweets and side chatter gets in the way. Solution: Use Time Wisely with Search Twitter Advanced searches can help me discover what’s important. By searching Twitter for certain keywords, i can catch people who have tweeted “help” and “ApexMedia” in the same tweet. Keyword-specific searches can help me easily identify and prioritize to whom i should be responding. For ApexMedia customers, social inbox allows you to do this seamlessly. Challenge 2: Dissecting Who to Interact With Whether you’re a small business owner who can only allocate an hour a week to monitoring Twitter

Companies Rocking Social Media It seems like social media is everywhere, and every marketer is clamoring to get in the game. And it’s no surprise why: the time most global consumers spend on social media has grown over 250% in just the past two years. Therefore it is becoming more and more evident that companies must engage with individuals on these multiple channels. The difficulty now is that one company may have to maintain and engage its audience on three, four, five, or even more social networks at once. This can be a daunting task if you aren’t a so-called social media expert. But that doesn’t mean you simply ignore social media. According to Gartner, the forecast for global social media revenue will be 29 billion by 2015. Clearly there’s value to being present, and effectively using, these platforms. [row] [/row] Rocking it on Facebook. [row] [/row] 1. SQUARE Aside from having great engagement with it’s businesses, Square does a wonderful job featuring its new products and businesses using their readers. [row] [/row] 2. AMAZON With a heft 17 million likes, it’s no secret that Amazon has a popular Facebook page. One nice thing about Amazon is that they love to engage their fans with interesting questions and visual content that link to relevant products on their website. [row] [/row] 3. GODADDY One thing you’ll notice about all of these examples is that they each have their customized profile images