• socialize with their customers because “top-down” advertising isn’t going to work by itself.
• develop a credible voice along the parameters of engagement, humility, and authenticity.
• make their social relationships more symmetrical—that is, with value for both the brand and the customer
Top 10 list for Twitter usage:
1. Become familiar with Twitter by reviewing, or following, the activities of successful brands such as Dell (dell.com/twitter), Zappos (twitter.com/zappos) and Comcast (twitter.com/comcastcares).
2. Listen to what is already being said on Twitter about your brand.
3. Identify initial objectives for using Twitter, including what would qualify as a Twitter success story for your brand.
4. Look into competitive activities and potential legal considerations, especially if there is already a Twitter account that uses your brand’s name or other intellectual property associated with it.
5. Use the findings to decide on the appropriate opportunity such as offers or community building, tone of voice and method of engagement—that may be right for your brand.
6. Since Twitter is an ongoing activity—even if your company is only listening in—dedicate a resource to monitor the conversations and competitors.
7. Map out a plan for the content you will share, including valuable initial content to pique user interest.
8. Integrate your Twitter account throughout your marketing experience, by embedding it as a feed on the company Web site, including its URL in communications and so forth.
9. Maintain momentum by following everyone who follows you, responding to queries and joining in conversations without being too marketing oriented.
10. Provide ongoing direct value through your tweets by continuing to listen, learn and fine-tune your Twitter activities.