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By Priya ShahSocial Media Manager SquareTrade By
Priya Shah
1. Relevant Tweets
2. Creating Goodwill
3. Taking the Conversation Offline
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What’s Your Goal?
• Perception• Connection
• Conversation
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Creating Goodwill1
2
3
Request for a RT. It works.
If possible add a link. Make it traceable. www.trace.me
Don’t use all 140 characters …
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The most successful tweets are often those that tap into human emotions.
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To create goodwill: You need to take care of those who
Who are you ?
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Process of Creating Goodwill
• Be pro active. • Give out your direct email. • Don’t ask them to IM, DM, PM you. • Respond to both negative and positive. • The 24 hour golden rule to resolve problems. • Have a cross functional team – ready and trained.
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Positive Reinforcement Helps!
Review
Response
Reinforcement
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Bridge the Gap
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Taking the conversation offline.
• Start with small things … • That matter to the your audience
Hand written notes Direct access to a customer service agent
ConvenienceSurprises
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Everyone loves surprises!
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• Relevant + Relatable = (most likely) Retweetable. • Have a cross functional team.• 24 hours response rule• Respond to everything. • Focus on improving your product/ service. Goodwill will follow!
• Small things will go a long way.
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