{"id":6278,"date":"2016-01-19T22:05:35","date_gmt":"2016-01-19T22:05:35","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=6278"},"modified":"2016-01-19T23:04:40","modified_gmt":"2016-01-19T23:04:40","slug":"how-to-engage-people-on-social-media","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2016\/01\/how-to-engage-people-on-social-media.htm","title":{"rendered":"An example of how to engage customers on social media"},"content":{"rendered":"<p>Almost every day, I see a branded account somewhere using\u00a0Twitter as a broadcast medium, rather than\u00a0as a tool to engage two-way conversation with customers. Indeed Matt Ballantine (<a href=\"https:\/\/twitter.com\/ballantine70\">@ballantine70<\/a>) called Twitter out on this one&#8230;<\/p>\n<blockquote class=\"twitter-tweet\" lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">&#8230;says anonymous corporate account with a logo for a profile picture&#8230; <a href=\"https:\/\/twitter.com\/hashtag\/ohtheirony?src=hash\">#ohtheirony<\/a> <a href=\"https:\/\/t.co\/OQswv2tuwn\">https:\/\/t.co\/OQswv2tuwn<\/a><\/p>\n<p>\u2014 Matt Ballantine (@ballantine70) <a href=\"https:\/\/twitter.com\/ballantine70\/status\/684663411163054081\">January 6, 2016<\/a><\/p><\/blockquote>\n<p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\n<p>Then there are the accounts that are named something like @BrandnameHelp, which vary tremoundously in the amount of &#8220;help&#8221; they offer (although creds are due to <a href=\"https:\/\/twitter.com\/tmlewinhelp\">@TMLewinHelp<\/a>\u00a0and\u00a0<a href=\"https:\/\/twitter.com\/7digitalhelp\">@7DigitalHelp<\/a>\u00a0who have both helped me out recently with problem\u00a0orders). \u00a0<a href=\"https:\/\/twitter.com\/btcare\">@BTCare<\/a> and <a href=\"https:\/\/twitter.com\/amazonhelp\">@AmazonHelp<\/a> are less impressive, in my experience.<\/p>\n<p><a href=\"https:\/\/twitter.com\/natwest_help\">@NatWest_Help<\/a>\u00a0picked up on this, slighty sarcastic, tweet from yours truly:<\/p>\n<blockquote class=\"twitter-tweet\" lang=\"en\"><p>\nClearly no-one at <a href=\"https:\/\/twitter.com\/hashtag\/NatWest?src=hash\">#NatWest<\/a> Bank bank has ever checked the sign outside the Eastleigh branch branch! cc <a href=\"https:\/\/twitter.com\/NatWest_Help\">@NatWest_Help<\/a> <a href=\"https:\/\/t.co\/OhWoewr28a\">pic.twitter.com\/OhWoewr28a<\/a><\/p>\n<p>\u2014 Mark Wilson (@markwilsonit) <a href=\"https:\/\/twitter.com\/markwilsonit\/status\/679350100100009984\">December 22, 2015<\/a>\n<\/p><\/blockquote>\n<p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\n<p><a href=\"https:\/\/twitter.com\/londonmidland\">@LondonMidland<\/a> does a great job of dealing with disgruntled travellers, including gems like this, with childrens toys to illustrate the issue (sometimes real pics too &#8211; it&#8217;s easier to be sympathetic of\u00a0problems getting to\/from work\u00a0when you can see flooded tracks\/fallen trees\/damaged trains from fallen overhead wires, etc.):<\/p>\n<blockquote class=\"twitter-tweet\" lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">NEW: Owing to a vehicle striking a bridge services between Long Buckby &amp; Northampton are running at reduced speed. <a href=\"http:\/\/t.co\/FWYJYWWdQM\">pic.twitter.com\/FWYJYWWdQM<\/a><\/p>\n<p>\u2014 London Midland (@LondonMidland) <a href=\"https:\/\/twitter.com\/LondonMidland\/status\/609277588394102784\">June 12, 2015<\/a><\/p><\/blockquote>\n<p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\n<p>There are whole books on this written by people who know far more about customer service and marketing than I do but I&#8217;d like to call out one example of what I see as a great use of social media&#8230;<\/p>\n<p>Yesterday\u00a0evening ago, I tweeted about\u00a0a very amusing Volkswagen ad, noting that my recent car purchase might have been from them had the local dealership not been so completely useless at selling me the car I wanted&#8230;<\/p>\n<blockquote class=\"twitter-tweet\" lang=\"en\"><p>\nLOL at this <a href=\"https:\/\/twitter.com\/hashtag\/Volkswagen?src=hash\">#Volkswagen<\/a> video promoting trailer assist: <a href=\"https:\/\/t.co\/Q3yE7d1MFd\">https:\/\/t.co\/Q3yE7d1MFd<\/a> (pity <a href=\"https:\/\/twitter.com\/UKVolkswagen\">@UKVolkswagen<\/a> lost my custom through lousy sales)<\/p>\n<p>\u2014 Mark Wilson (@markwilsonit) <a href=\"https:\/\/twitter.com\/markwilsonit\/status\/689179038095638528\">January 18, 2016<\/a>\n<\/p><\/blockquote>\n<p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\n<p>Full credit to <a href=\"https:\/\/twitter.com\/ukvolkswagen\">@UKVolkswagen<\/a>, they picked up on this and said &#8220;can we help&#8221;, later following through with an email address to send more details to. The resulting email response was less impressive, suggesting I should supply a phone number if I wanted a response (I didn&#8217;t want a response, but my mobile number was already in the email&#8230;).<\/p>\n<p>But what really impressed\u00a0me, and showed:<\/p>\n<ol>\n<li>Excellent social media monitoring skills (clearly tracking disgruntled customers with rival brands); and<\/li>\n<li>An ability to use social media to engage and potentially attract new custom<\/li>\n<\/ol>\n<p>was the Twitter conversation I had with <a href=\"https:\/\/twitter.com\/toyotagb\">@ToyotaGB<\/a> this evening.<\/p>\n<blockquote class=\"twitter-tweet\" data-partner=\"tweetdeck\"><p><a href=\"https:\/\/twitter.com\/markwilsonit\">@markwilsonit<\/a> Hi Mark. Did you manage to find a new car? If not, we&#8217;d love to help. Thanks. ^MS <a href=\"https:\/\/t.co\/tZrnEdHSez\">pic.twitter.com\/tZrnEdHSez<\/a><\/p>\n<p>\u2014 ToyotaGB (@ToyotaGB) <a href=\"https:\/\/twitter.com\/ToyotaGB\/status\/689550009092698112\">January 19, 2016<\/a><\/p><\/blockquote>\n<p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\n<p>It was too late, as I&#8217;d already bought a Volvo (I may have mentioned that once or twice on Twitter&#8230;) but still excellent use of social media. Other brands could learn a thing or two&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Almost every day, I see a branded account somewhere using\u00a0Twitter as a broadcast medium, rather than\u00a0as a tool to engage two-way conversation with customers. Indeed Matt Ballantine (@ballantine70) called Twitter out on this one&#8230; &#8230;says anonymous corporate account with a logo for a profile picture&#8230; #ohtheirony https:\/\/t.co\/OQswv2tuwn \u2014 Matt Ballantine (@ballantine70) January 6, 2016 Then &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2016\/01\/how-to-engage-people-on-social-media.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">An example of how to engage customers on social media<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218],"tags":[204],"class_list":["post-6278","post","type-post","status-publish","format-standard","hentry","category-technology","tag-social-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>An example of how to engage customers on social media - markwilson.it<\/title>\n<meta name=\"description\" content=\"Some brands use Twitter as a broadcast medium, but every now and again, I come across one that&#039;s &quot;doing social&quot; well\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2016\/01\/how-to-engage-people-on-social-media.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An example of how to engage customers on social media - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"Some brands use Twitter as a broadcast medium, but every now and again, I come across one that&#039;s &quot;doing social&quot; well\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.markwilson.co.uk\/blog\/2016\/01\/how-to-engage-people-on-social-media.htm\" \/>\n<meta property=\"og:site_name\" content=\"markwilson.it\" \/>\n<meta property=\"article:published_time\" content=\"2016-01-19T22:05:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2016-01-19T23:04:40+00:00\" \/>\n<meta name=\"author\" content=\"Mark Wilson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:site\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Wilson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm\"},\"author\":{\"name\":\"Mark Wilson\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"headline\":\"An example of how to engage customers on social media\",\"datePublished\":\"2016-01-19T22:05:35+00:00\",\"dateModified\":\"2016-01-19T23:04:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm\"},\"wordCount\":507,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"keywords\":[\"Social Media\"],\"articleSection\":[\"Technology\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm\",\"name\":\"An example of how to engage customers on social media - markwilson.it\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\"},\"datePublished\":\"2016-01-19T22:05:35+00:00\",\"dateModified\":\"2016-01-19T23:04:40+00:00\",\"description\":\"Some brands use Twitter as a broadcast medium, but every now and again, I come across one that's \\\"doing social\\\" well\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2016\\\/01\\\/how-to-engage-people-on-social-media.htm#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"An example of how to engage customers on social media\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/\",\"name\":\"markwilson.it\",\"description\":\"get-info -class technology | write-output &gt; 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In recent months, I've\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":8325,"url":"https:\/\/www.markwilson.co.uk\/blog\/2021\/09\/rebooting-the-blog.htm","url_meta":{"origin":6278,"position":1},"title":"Rebooting the blog","author":"Mark Wilson","date":"Wednesday 1 September 2021","format":false,"excerpt":"This blog is poorly. It has been for a while. What started in the mid-naughties heyday of the blogosphere, has been limping along for a while now with barely a dozen posts each year. It long since ceased to be commercially viable, ever since Google's \"Panda\" update relegated blogs and\u2026","rel":"","context":"In &quot;Site notices&quot;","block_context":{"text":"Site notices","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/site-notices"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/MaxPixel.net-Funny-Shut-Down-Restart-Ctrl-alt-del-Cushions-2787877-1.jpg?fit=1200%2C800&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/MaxPixel.net-Funny-Shut-Down-Restart-Ctrl-alt-del-Cushions-2787877-1.jpg?fit=1200%2C800&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/MaxPixel.net-Funny-Shut-Down-Restart-Ctrl-alt-del-Cushions-2787877-1.jpg?fit=1200%2C800&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/MaxPixel.net-Funny-Shut-Down-Restart-Ctrl-alt-del-Cushions-2787877-1.jpg?fit=1200%2C800&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/MaxPixel.net-Funny-Shut-Down-Restart-Ctrl-alt-del-Cushions-2787877-1.jpg?fit=1200%2C800&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":7885,"url":"https:\/\/www.markwilson.co.uk\/blog\/2020\/04\/weeknote-14-2020-furlough-and-a-socially-distanced-birthday.htm","url_meta":{"origin":6278,"position":2},"title":"Weeknote 14\/2020: Podcasting, furlough and a socially-distanced birthday","author":"Mark Wilson","date":"Sunday 5 April 2020","format":false,"excerpt":"We're living in strange times at the moment, so it seems as good as ever an opportunity to bring back my attempts to blog at least weekly with a brief precis of my week. In the beginning The week started as normal. Well, sort of. The new normal. Like everyone\u2026","rel":"","context":"In &quot;Lifestyle&quot;","block_context":{"text":"Lifestyle","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/lifestyle"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":8127,"url":"https:\/\/www.markwilson.co.uk\/blog\/2021\/01\/whats-the-future-of-the-office.htm","url_meta":{"origin":6278,"position":3},"title":"What&#8217;s the future of the office?","author":"Mark Wilson","date":"Monday 4 January 2021","format":false,"excerpt":"2020 saw huge changes in the way that we work. The COVID-19 novel coronavirus forced home working for millions of people, and left office blocks empty for weeks or months at a time. As we enter 2021, will that change? And will we ever go back to our previous work\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/architecture-2256489_1920.jpg?fit=1200%2C800&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/architecture-2256489_1920.jpg?fit=1200%2C800&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/architecture-2256489_1920.jpg?fit=1200%2C800&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/architecture-2256489_1920.jpg?fit=1200%2C800&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/architecture-2256489_1920.jpg?fit=1200%2C800&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":7874,"url":"https:\/\/www.markwilson.co.uk\/blog\/2020\/03\/opening-up-the-virtual-boozer-vpub.htm","url_meta":{"origin":6278,"position":4},"title":"Opening up the &#8220;Virtual Boozer&#8221; #vPub","author":"Mark Wilson","date":"Sunday 22 March 2020","format":false,"excerpt":"With social distancing in effect here in the UK and all pubs, bars, caf\u00e9s and restaurants closed for the foreseeable future, we need to find new ways to socialise. 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