“You Are Doing Your Clients a Horrible Disservice”

…if you don’t monitor for them on Twitter.

How would your clients take it if you didn’t respond to a negative article in a smaller daily, say the Oakland Tribune? You wouldn’t want to miss the chance to respond to a potentially harmful blog post, so why miss a Tweet?

Use Summize. It finds all Tweets about your client or from your customers–even deleted ones! When Twitter’s “reply” function is working, it can also track conversation around said Tweet! And now, it’s embedded in my favorite Twitter Client, Twhirl.

Our clients love it when we send them a Tweet to which they should respond. We’ve been using it for several months now.

Check out this search for Yoono.

When a person firsts install Yoono, it sends a Tweet to their Twitterstream saying “I’m testing Yoono.”

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Yoono also has someone manning a Twitter account. They catch the negative comments and respond. Note the elegance of Summize’s inline conversation tracking!

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But it also looks as though they didn’t see all the negative comments. Maybe they should use Summize 😉 (UPDATE: They do! See the comments below!)

How do you track your client and customer conversations effectively? Leave us tips in the comments!

BTW: Stay tuned for Marie’s comprehensive review of Yoono next week!

[UPDATE: On July 15, 2008, Twitter buys Summize.]

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5 Comments

Filed under Best Practices, How To, Marketing, Public Relations 2.0, Social Media

5 responses to ““You Are Doing Your Clients a Horrible Disservice”

  1. Hi Chris,

    Over here at Yoono we completely agree that Twitter is a great way to connect with our community. And we find Summize to be the best way to monitor Twitter. I love how it lets you know there’s more results since your last search. (I was also using it to track my replies when that feature went down on Twitter.)

    We’re going a mile a minute over here so unfortunately there’s only so much time in the day to respond to negative comments and assist users via Twitter. However, we try to get to as many as we can and if they aren’t responded to, users can rest assured they were read and taken into account. Although we love good feedback, we think any feedback is worthwhile in helping us craft a superior product.

    With that said I’m off to check in on Summize, looks like I have nine results up since my last search.

    Great post, keep up the good work. And we’re all looking forward to Marie’s review!

    Cheers,

    Kevin Cuneo
    Yoono Community Evangelist
    kcuneo (at) yoono (dot) com
    http://twitter.com/kcuneo

  2. Hi Kevin:

    Thanks for your comment. I’m impressed by how fast you caught this blog post. 🙂 Any 2.0 company using 2.0 marketing practices gets extra pluses in my book.

    I wish yoono the best of luck. From my summize searches, it looks like you guys are growing quickly!

    And buckets of Kudos for you and your team for being active in the community. 🙂

    Best,

    Chris

  3. Thanks for sharing this. I’m going to pass it along to the senior staff at my firm!

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  5. Pingback: “Say No to No Comment: How to Answer Negative Blog Posts” « socialTNT

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