Twitter best practices from @biz

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During Thursday’s BAI Retail Delivery Conference General Session, more than 200 banking industry leaders learned about Twitter from Isaac “Biz” Stone, co-founder of Twitter and @biz to Twitter users.

Titled “Tapping into a New Generation of Consumers,” the session was led by Rich Karlgaard, Forbes magazine publisher and Digital Rules columnist who interviewed Biz. After a little background into Twitter’s beginnings, the session quickly moved to some Twitter best practices:

  1. Don’t think of Tweets as broadcasting.
  2. Work at building a relationship with the people you are talking with.
  3. Listen. Use real-time search to know what your customers are saying about your bank and about banking issues.
  4. Keep it casual so that you can humanize the bank for your customers.
  5. Understand that Twitter is a real-time medium. You can’t lob out a question and then walk away.
  6. Learn to walk away. Social media: Facebook, Twitter, etc., don’t need 24-hour monitoring, but you do need to answer questions that your customers pose.
  7. Be authentic.
  8. Thinking of providing a value to your customers before you worry about the ROI.

Watch my next post for some specific examples on how banks are using social media.

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About Author

Waynette Tubbs

Editor, Marketing Editorial

+Waynette Tubbs is the Editor of the Risk Management Knowledge Exchange at SAS, Managing Editor of sascom Magazine and Editor of the SAS Tech Report. Tubbs has developed a comprehensive portfolio of strategic business and marketing communications during her career spanning 15 years of magazine, marketing and agency work.

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  1. Pingback: Banking on social media: Worth the risk? - Customer Analytics

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