Sprint, Verizon, AT&T and NewToy have earned the title of “Celebrity Status” and let me show you why! These companies are not sold on the idea of following back! Twitter has not proven to be a great way for these companies to engage, expand their customer service, and promote brands. The companies listed above are selling a product that lot people use, buy, and depend on. The companies have products where customers need help, need technical support, and where customers have questions. Yet the “Celebrity Status” shows they follow few if any customers.
Celebrity Status Revealed:
“Sprint’s official Twitter account for customer care.” is @sprintcare Out of 2969 followers it is following 2 back. @sprintcare twitter page shows that it does engage with individuals on Twitter just doesn’t follow back.
@BizSolutions is the Official Twitter page of AT&T’s enterprise solutions and more. @BizSolutions follows 2035 out of the 5015 followers. Another AT&T account that is used for small business http://twitter.com/smallbizinsite follows 1219 out of 7330 followers. Both of these accounts on Twitter are AT&T product pushers (spammers) very little interaction. Only tweets about their product received a Retweet.
Verizon uses @VZWSupport bio reads: Manage your account online and get information on How To’s, downloads, troubleshooting and more! It would be great for the 7709 followers to have the ability to direct message and contribute to troubleshooting and account information. Verizon only follows 810 back. @VZWSupport does have interaction with individuals on Twitter. Their stream is mostly replies.
My favorite games are by @NewToy bio reads: We’re Newtoy, makers of Words With Friends, Chess With Friends and We Rule. You would rule even more if you would follow more than 39 out of your 8309 followers. I have personally encountered issues with your products where a DM would have been ideal. @NewToy does have mainly replies in their twitter stream which means they are engaging and interacting on Twitter just not following back.
Twitter offers a “follow” and “unfollow” button and if companies engage with customers and listen to their concerns it is easy to recognize who to follow and bots! Engaging with customers promotes Twitter presence and makes it easier for customers to communicate with the company directly.
Is there a problem with Sprint, Verizon, Newtoy, and AT&T having a “Celebrity Status”? Let me introduce to a few companies that are defining “Social Media” and expanding their customer service efforts on Twitter:
@icebreakernz following: 3401 followers: 3149 This company also has 514 tweets and if you look at the twitter stream most of them are responding directly to other individuals, not spamming their brand.
@PizzaHut is another engaging company account! Their Twitter stream is full of replies or tweet questions to engage with others. They follow 27152 out of the 32169 followers.
@Tmobile has a Twitter stream full of replies and interactive questions with other Tweeters. @Tmobile is following 65,000 and has 61,000 followers. No product pushing, all their tweets were replies directly to individuals!! Amazing to see!
DM works! A direct message is quicker than a phone call! As a customer I have had issues and sending a DM to the company is always ideal! I am on Twitter all the time, and a quick DM is always better than waiting on the company to acknowledge the problem on their website or phone call! The presence on Twitter to enhance customer service and promote products while engaging with customers is key! Defined as Social Media Success!
Do you agree? Is a followback important? Where is your company today?
P.s. I am inspired by the companies that are making the effort to engage with their customers and add the “Social” to Social Media! 😉