The massive social media site Twitter now has just under 650 million users and has increasingly become the place to interact with celebrities and corporations. Feedback and opinions that used to be voiced to friends or sent in a letter are now broadcast to a global audience—instantly. It has forced many brands to stand up and take notice. In fact, many companies now have Twitter accounts dedicated solely to customer service.
Yet even in a world where tweets have become a part of every successful brand’s marketing toolkit, some individuals and companies have managed to elevate Twitter to something of an art form, leveraging customer service, marketing savvy, and good old-fashioned personability to dominate the Twittersphere. Some US companies, such as JetBlue (@JetBlue), American Airlines (@AmericanAir), and Rackspace (@Rackspace), make customer service a priority and dedicate significant resources to addressing customer questions and concerns in record time.
Other brands are more focused on using social media to boost sales and eCommerce—including online fashion retailer ASOS (@ASOS), whose #BestNightEver campaign helped push the company’s sales to £78 million ($127,413,000) in December 2012 alone. In the non-profit sector, organizations such as the American Red Cross (@RedCross) and Movember (@Movember) used strategic partnerships and promotional hashtags to raise serious funds for their respective causes.
It’s not always easy to be sincere, informative, funny, and compelling in just 140 characters. But it seems that these organisations have managed to develop successful strategies for interacting with their followers, addressing their customers’ needs, and making a difference via Twitter.