Comments on: Tapping Twitter to Understand Customers and Develop Personas

By: The Best of Get Elastic: 2008 | Get Elastic

The Best of Get Elastic: 2008 | Get Elastic — Fri, 06 Nov 2009 19:19:35 +0000

[...] Retail Email Sell or Inform? An A/B Split Test Case Study Tapping Twitter to Understand Customers and Develop Personas CSN Stores Eases Howsers Last Minute [...]

By: Jeremy Meyers

Jeremy Meyers — Sun, 21 Dec 2008 19:22:11 +0000

Ironic that LL Bean doesn’t have a twitter account…

By: Kristine Remer

Kristine Remer — Wed, 19 Nov 2008 17:43:35 +0000

I thought it was timely that HGTV has just rolled out gift-giving personas on their site. Here’s another great way to bring personas to life. http://marketplace.hgtv.com/ShopPersona Note: The tool is still a little buggy, at least for me.

By: Jenn Deering Davis

Jenn Deering Davis — Tue, 18 Nov 2008 15:54:28 +0000

I totally agree – Twitter can be a great tool for brand monitoring and management. But I think its real strength is the ability to interact with customers.

Companies can create their own Twitter accounts so they can communicate directly with potential or current customers. On a few different occasions, I’ve tweeted something about a company (sometimes positive, sometimes not) and gotten an @reply on Twitter from a representative of the company, often within minutes. I can tell you from experience that if I’m having a problem with something and someone from that company contacts me on Twitter, I am much more likely to remain a happy customer.

These interactions can be public or private, but I think the smartest ones are public. Other Twitter users can see these public conversations and they will remember fast and friendly responses to customer issues. I love that companies like Zappos and Etsy are responsive to my needs and that I feel like I can contact them anytime on Twitter. Etsy even retweeted a blog post I wrote about them, and they have thousands of followers! It was great for my blog’s traffic.

In addition, I feel like there should be interaction reciprocation. Companies shouldn’t just lurk around on Twitter, waiting for someone to tweet about them. They need to be posting their own content, getting involved in the community and providing value on their own. The new way of the web is to participate. The most successful brands will be the ones who are getting in there and talking to people, not just watching from the wings.

By: Feedback Secrets

Feedback Secrets — Mon, 17 Nov 2008 19:55:05 +0000

I like your real life case study, and think it’s a great working example of how to use Twitter tracking to find “evangelists” as well as those who are less than enthused with your product / service.

The idea of reaching-out / rewarding evangelists is one I had not though of, but it’s a great idea! Thanks for the suggestions.

By: John Hossack

John Hossack — Mon, 17 Nov 2008 18:35:24 +0000

Twitter and your brand. This weekend Motrin made what seems to be a big mistake with there advertising, and the Tweeters have jumped all of it.
In the past 18 hTwitter and your brand build it or hurt it.

This weekend Motrin made what seems to be a big mistake with their advertising, and the Tweeters have jumped all of it.

In the past 18 hours there have been over 1500 tweets about #motrinmoms http://budurl.com/f5tc

Even Forbes covered this story this morning http://budurl.com/jgj6

Click here to watch the video that has created all of the fuss http://budurl.com/lcxk
ours there have been over 1500 tweets about motrinmoms http://budurl.com/f5tc
Even Forbes covered this story this morning http://budurl.com/jgj6
Click here to watch the video that has created all of the fuss http://budurl.com/lcxk

By: Audio Bible

Audio Bible — Mon, 17 Nov 2008 18:04:56 +0000

I would like to hire someone by the hour to better design my site for different Personas, but I am unsure who would be good.

Any ideas?

By: Dr. Pete

Dr. Pete — Mon, 17 Nov 2008 14:48:14 +0000

It’ll be interesting to see how demographics shift as the Twitter population grows, but many of the people talking about companies on Twitter now aren’t just typical buyers, they’re potential brand evangelists. They’re the kind of people who will talk up a brand (for better or worse) and can have a huge impact, much moreso than your “average” satisfied shopper.

Quick note on TweetBeep – it’ll track URLs even if they’re shortened by a 3rd party service, which is incredibly useful on Twitter. I was just alerted to a very important message over the weekend thanks to TweetBeep that I would’ve missed through other tracking.

By: The Cart Blog » Blog Archive » Monitoring Twitter Made Easy

The Cart Blog » Blog Archive » Monitoring Twitter Made Easy — Mon, 17 Nov 2008 12:43:18 +0000

[...] from GetElastic talks about how to build a Twitter search and get the results by RSS. Now that Twitter Search is working reliably, this is exactly how I do it. addthis_url = [...]