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:
- Don’t think of Tweets as broadcasting.
- Work at building a relationship with the people you are talking with.
- Listen. Use real-time search to know what your customers are saying about your bank and about banking issues.
- Keep it casual so that you can humanize the bank for your customers.
- Understand that Twitter is a real-time medium. You can’t lob out a question and then walk away.
- 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.
- Be authentic.
- 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.