Tweet Them Right: 3 Steps to Increasing Customer Loyalty Via Twitter

Magazine Contributor
Entrepreneur Contributor
2 min read

This story appears in the July 2015 issue of Entrepreneur. Subscribe »

Q: How can I use Twitter to boost customer loyalty?

A: Long Island, N.Y.-based social marketing strategist Ted Rubin says companies should use Twitter to engage, respond and add value to their customers. “Twitter is so great,” he says, “because you can put out content rapid-fire, and you can see what people react to.” Rubin knows of what he speaks: He has 278,000 Twitter followers of his own.

Engage. Don’t just “produce content,” start a conversation. “Look for what people are talking about,” Rubin says. “The best content is conversation.”

Respond. When a follower asks a question, even one disapproving of your company, answer it publicly. “When someone criticizes me, I will share their criticism,” Rubin explains. “That makes it very authentic. That builds loyalty.”

Add value. As an example, Rubin cites Duane Reade, the ubiquitous New York City pharmacy chain (and a former client): “They do a lot of things about New York City events. [Those Tweets] have nothing to do with Duane Reade, but everything to do with being a New York City brand that a lot of people relate to.”

Follow Entrepreneur on Twitter to get the latest stories and news.

loading...
More from Entrepreneur
Our Franchise Advisors are here to help you throughout the entire process of building your franchise organization!
  1. Schedule a FREE one-on-one session with a Franchise Advisor
  2. Choose one of our programs that matches your needs, budget, and timeline
  3. Launch your new franchise organization
Use code MARKET2021 through 4/24/21 to save on 12 marketing books for entrepreneurs that are recommended by entrepreneurs:
  • Digital Marketing Handbook
  • No B.S. Guide to Direct Response Social Media Marketing
  • Ultimate Guide to Youtube for Business
  • And more
Try a risk-free trial of Entrepreneur’s BIZ PLANNING PLUS powered by LivePlan for 60 days:
  • Get step-by-step guidance for writing your plan
  • Gain inspiration from 500+ sample plans
  • Utilize business and legal templates
  • And much more

Latest on Entrepreneur