Here are 5 brands that are effectively leveraging Twitter to engage with their customers, have some fun, and build brand loyalty.
1. @Levis
Someone asked where to buy commuter jeans in New York City, and almost immediately Levi’s replied with the exact location of the store:
People often ask "random" questions on Twitter. Levi's is very smart at monitoring brand name mentions and engaging in the conversation. Especially a question like this one, which can easily be converted into a sale.
2. @TacoBell
Taco Bell is notorious for making quick, witty and romantic comebacks to tweets. For example, this girl ate Taco Bell for the first time in almost a year, and Taco Bell replied with a line to a song:
Or when this girl posted a TimeHop post dating back to two years ago, and Taco Bell replied with “Happy Anniversary, babe!”
Or when this girl expressed how Taco Bell makes her happy, and they responded with an even more genuine comeback:
These short tweets may not have gone "viral", but you know that they made the day a little brighter for that one person they replied to. Doing these small acts of Twitter-kindness each day collectively add-up and help reinforce the brand to customers and prospects.
3. @Zappos
Zappos, sometimes more known for its exemplary customer service than the shoes they sell, not surprisingly uses Twitter to engage with customers. For example, this man took to Twitter to search for a specific pair of shoes, and Zappos made it their mission to help him find them.
4. @NikeSupport
Nike has been very particular about providing support to its customers too, so much that they created a separate Twitter account for all customer support requests. Take for example, this customer who needed help:
5. @Jetblue
Jetblue responds gracefully, even to customer feedback. That’s not to mention that they respond generously to all types of tweets too, be it appreciation, or questions, or requests.
For example, this customers was displeased about JetBlue’s website logging him off automatically after 30 minutes:
See what JetBlue did there? First they tried to help by asking questions, and then expressed appreciation for the feedback, and then appreciated the customer for being great.
Here's a second example:
Engaging in Twitter dialogue with customers often mitigates dissatisfaction and positions companies as more approachable, responsive, and understanding.