How UK telecommunication brands fail when using Twitter as a customer service tool!

The problem with big brands is that many times they tend to use the same customer service ‘approach’ across the board – a fatal mistake especially when we are talking about the internet. The rise of social media can prove fatal for companies that will not adapt according to the medium they are using – such as Twitter for example.

A few interesting insights into consumer behaviour:

INSIGHT #1 People like to complain online because it’s an effective way to quickly ...

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A simple way to generate sales leads on Twitter!

I wrote a blog post a couple of weeks ago about how consumers take buying decisions on Twitter and mentioned how I was accidentally involved in an online chat about British telecommunication providers.
Whether BT or O2 follow up with people online who are looking for their products is something I cannot quantify, (but hopefully engagement index will tell us soon enough!) However I decided this ...

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Are you still not convinced that people take buying decisions on Twitter?

One of the questions that I always face in training seminars, most of the time by small business owners, is the doubt that social media actually affects buying decisions and that social media networks – especially Twitter – are not ideal market places, rather a platform where marketers spam other marketers with content and offers.
The purpose of my blog today is not to educate people how to use Twitter in order to generate leads and find potential customers (I ...

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Building relationships on Twitter is the same as building relationships in the ‘real world.’

Building relationships on Twitter is the same as building relationships in the ‘real world.’ I’m writing this blog for the benefit of business owners or individuals who have Twitter accounts but still aren’t too sure about how it can help them build their credibility.
It still astounds me that many people I speak to about Twitter think that after tweeting once suddenly overnight they should be inundated with demands for their product/service and sales should soar.

Do these same people believe that if ...

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