twitter - how to use it to acquire new customers and service existing ones

Twitter

Cairo, December 20th

Acquiring new customers

& servicing existing ones

Fady Ramzy

Interact Egypt country Manager

220/12/2010Twitter

So, how is it going over

TWITTER

at the Moment?

#followinteract

#SMMC

http://www.spotonpr.com/menatwittersurvey/320/12/2010Twitter

Visits to twitter.com grew more than

142% from MENA

between June 2009 & June 2010

4 20/12/2010Twitter

How good is your Customer care?

The 140

characters

Goldmine

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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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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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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Step 4: Respond & engage

Share useful info: your blog, your website?

Share links: tweetmeme

Share photos and videos

Invite users to share

Customer

care?

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Customer care: Why?

Quick problem resolutions

Cost reduction

Promoting Brand image: Manage, track, study & respond properly!

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Customer care: Presence and response

make your Twitter presence known

Respond quickly and transparently

Be authentic and transparent

Serious

cases

http://www.spotonpr.com/menatwittersurvey/1720/12/2010Twitter

http://www.spotonpr.com/menatwittersurvey/1820/12/2010Twitter

$

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$

Egyptian

Cases?

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Vodafone Egypt

22 20/12/2010Twitter

Vodadone Egypt

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Mobinil

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Mobinil

25

Interact Egypt

7B Omar Shaaban,

Nasr city, Cairo

http://Egypt.interact.itGrazie!

شكرا

20/12/2010

Fady Ramzy

Fady@interact.mobi

Twitter: @Cyberzizo

Linkedin: Fady Ramzy