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Where is the Puck Going?

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Track Your Customers Pulse (Part Two): Tweet Tweet Insights

September 2nd, 2008 · Add Comment

Are you listening now? Have you followed the advice of the last post? Great, now it’s time to take it one step further.

Have you heard of twitter? Are you using it? If
you said no to both questions you’re probably in the majority. While not
everyone uses twitter, the ones that do are usually the loudest most
outspoken customers you have. This makes them a valuable asset if they’re on
your side and a huge liability if they’re angry at you.

Both Twemes and Summize offer twitter conversation search. Since all twitter posts, known as “Tweets”, are public you can keep tabs on what people are saying. Take this search for conversations on Telus: http://summize.com/search?q=Telus

Each tweet, good bad or ugly, is an opportunity to Telus to reply publicly
to the user, either thanking them for their support or working to publicly
correct their problem.

Comcast recently scored big with it’s Twitter outreach program. When Michael Arrington from the huge blog Tech Crunch wrote a “tweet” about Comcast’s 36 hour downtime, a Comcast executive responded within 20minutes, giving twitter users and bloggers a positive story about the company. Check out the story here.

Twitter is a hyper self referencing online community of vocal social media users. Their voices carry a lot of weight, spreading thoughts, reviews, ideas and problems quickly and easily to their equally vocal friends. Listen to them, and you have an opportunity to positively influence the conversation.

So there you have it, two easy free tools to keep your finger on the pulse of your customer. Google Alert will let you see what Google sees, allowing you to influence the conversation positively. Twitter puts you in direct contact with the most vocal group of people on the net, listen, interact and prosper.

The most important step in capitalizing on any new business trend is the first one, now get out there and take that step!

*Jess Sloss is a Social Entrepreneur from Vancouver. He writes a regular blog on Social Media Strategies and their impact on organizations. Jess is also a co-founder of, Watch for Change, a non-profit organization that uses social media strategies and online video to raise money for charity. *

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