Twitter 201 - Understanding Customers

Three easy ways to use Twitter to gather customer insights and feedback

[A Guest Blog Post for Ripl Customers]
By: Kelly Wilson | Contributor at National Debt Relief

Twitter is one of the largest social media platforms, with over 330 million active monthly users. However, beyond the #hashtags and retweets, some small business owners don’t take full advantage of the many features on Twitter that can boost their connection to their customers.

With Twitter, you can set up customer support accounts, ask your audience for feedback, try social listening, and monitor Twitter searches—all to gain customer insights about your brand and industry. Let’s explore some of these Twitter features in more detail:

1. Separate Customer Support Account
Many brands or companies set up a separate Twitter account specifically to provide customer support. With the help of a separate support account, you can efficiently respond to customer questions, concerns, and feedback. Having a first-hand grasp of customer experience will help you address problems and optimize your business quickly.

2. Ask Customers for Feedback
Once you start selling your product or service, you should ask for feedback. With Customer Feedback Cards on Twitter, getting feedback is easier than ever. With these cards, you have the option of asking just two questions to your customers—one is a Customer Satisfaction question, the other is a Net Promoter question. Make sure that you ask the questions in such a way that you receive answers you can act on.

3. Monitor Twitter Searches and Activity
It’s a good idea to monitor Twitter searches and activity that relate to your business and industry. Many business owners already monitor @mentions, comments, and retweets. Proactively seek out what is being said about you indirectly; it can help you understand your marketplace and find new opportunities for your business. There are several free social media monitoring tools you can consider: Hootsuite, TweetReach, Twazzup are among those that might fit your needs and skills.

Use these Twitter suggestions to maximize your insights about your customers, and help you grow a successful business.



Kelly Wilson is an experienced and skilled Business Consultant, Financial Advisor and Contributor at National Debt Relief. She helps both personal and professional clients in long-term wealth building plans. During her spare time she loves to share her knowledge and expertise of Business, Finance, Marketing, and Social Media with her readers.


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Jon Aiken

Jon is the Communication Manager at Ripl, which means he writes and/or edits pretty much all day. Fortunately, those are two of his favorite things to do, so he's stoked. Also, dinosaurs!

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