PlusOne – Marketing Musings » Using Twitter to Track User Satisfaction

Twitter has been a bit of a mystery to me. Yes I have a twitter account for our caricature business @caricatures but have been at a bit of a loss as to how best to use it beyond posting specials and notifying about the caricature blog updates.

Below is a piece that explains how it can be used. Sure these are big companies and there is going to be a bit of chatter about them. But think of it – chatter.

Can Twitter be used more like a word of mouth marketing tool?

Happy or unhappy with a product or service then we normally tell our friends. This is how many buying decisions are made. Twitter is now just another way for friends to communicate. So why not invite people to Twitter about how their satisfaction with your product or service?

I am starting to ask people today. See how it goes

Do you have Twitter ideas? Please share via comments.

When a Hulu user posted a message on Twitter earlier this month about “terrible performance problems” on the Fox-NBC online video site, a Hulu executive replied with an e-mail address and an offer to fix the problem.That’s because Hulu’s employees conduct daily Internet searches to learn what’s being said about Hulu on Twitter, the popular microblogging service.

Twitter is quickly emerging as an important social media channel that lets companies listen to and interact with users. A handful of television networks and shows have experimented with the service, and online video destinations such as Veoh and Hulu are actively leaning on Twitter to communicate with their viewers. Other sites, including Crackle, say they plan to devote more resources to monitoring Twitter “chatter” in the coming year.

As social media becomes a more powerful communication vehicle for consumers, savvy brands are tracking online buzz to learn what they’re doing right and wrong.

Full article