Are customers talking about you on Twitter?
Using Twitter for positive Word of Mouth can be effective. But, sometimes businessmen and marketers are afraid of what customers could say about their companies on Twitter! Monitoring Twitter for mentions and comments on your brand could be challenging, but exciting. What are customers saying now? Are they more likely to give or seek information? Just see!
Interestingly,  150,000 tweets that named brands  were analyzed by researchers at Pennsylvania State University and they have found that:
- About 50% of tweets were just comments. This means that they simply mentioned a brand, but the focus was something else.
- 18.1% of tweets about brands provided information.
- 11.1% of tweets about brands looked for information.
- 22.3% of tweets about brands expressed either a positive or negative opinion on the brand.
Fortunately, users are more likely to communicate positive opinions instead of negative ones. The study showed that:
- More than 52% of tweets that expressed opinions were GREAT or SWELL!
- But, 33% were critical of the company or its products.
Increasing word-of-mouth, customer loyalty and brand awareness are the top business objectives of online communities, according to a study conducted by Deloitte, Beeline Labs and the Society for New Communications Research. In this sense, Twitter seems to provide all the necessary tools to accomplish these goals.
Sources:
Twitter Power: Tweets as Electronic Word of Mouth
Penn State Live. Tweeting is more than just self-expression
Twitter acting as ‘word-of-mouth publicity’ medium
Information Ahead of Opinion on Twitter
