Twitter and the retail industry

Social Media has opened doors for every industry to improve communication with consumers. The growth of Twitter has developers, brand managers, retailers, and the average joe finding ways to use 140 characters for business. It’s an evolution of open communication with our business partners and customers.

Express advertises on the bottom of customer’s receipts to follow their CMO @ExpresslisaG on Twitter. Zappos, potentially the kind of retail Twitter, has successful used social media to stay connected with consumers on everything from busineess operations, team members, and customer service. @DellOutlet offers deals to Twitter followers, and @Comcastcares is a consumer’s direct channel to voice concerns.

The retail industry can use Twitter for product promotions, customer experience management, and brand appeal. There is virtually endless possibilities to how a retailer or brand could use open communication with consumers to better their customer experience.

One individual is testing a device to link RFID tags to Twitter. Mediapost reported digital agency R/GA’s Richard Ting has successfully linked RFID tags to Twitter. When the tag is scanned, a preconditioned Tweet is sent out. There is potential for the same technology to be used by merchandisers or mystery shoppers in store. A real time feedback of a display with missing product, products not properly set up, or real time customer experience feeback. The opportunities to for all levels of an organization to connect with consumers using social media is unlimited.

How are you using Twitter in your business?

Does your brand make consumer’s dance with excitement

Do your customers react positively to your brand?  Olivier Blanchard would ask if you are dancing with your customers.  

We aren’t talking about deploying brand ambassadors to waltz with your consumers, but about connecting.  From the decision time to when consumers use your brand, it’s knowing what is their reaction.  Are your consumers naturally excited about your brand?  Your customers should feel a sense of community and assurance every time they use your brand.  Brands should develop a sense of community with consumers to both create excitement and receive feedback on what is the real reaction.

Creating a community with consumers is going back to the days of having a conversation.  When was the last time you asked how your consumer’s experience was?  What do they think of the packaging, displays, or promotions?  

All industries should be measuring the reaction in their brand’s community.  If your community isn’t excited, start asking why.  Then turn the why into action and create brand excitement at every retail shelf, in-store promotion, word of mouth, and at home use.

Is Your Brand Connected to Social Media?

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In-Store Marketing Moving Digital

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Are You A Brand That Tweets?

The use of social media has grown exponentially in the past year. Mashable.com reports Twitter alone as grown by 752% in 2008. December had 4.43 million unique visitors. Those numbers prove that social media is the platform to reach millions of consumers, sometimes using only 140 characters. Read more…

Branding: Thinking Off The Ice

Classic brands tweak and twist with changing demographics of customers through time. Sometimes it’s taking two old favorites like peanut butter and jelly, and bringing them together in new forms, as Smuckers has done. In 2008, NHL executives decided join two American classics together – Hockey and Wrigley Field.
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HP Target’s Apple Consumers with New App

Hewlitt-Packard is tapping into Apple’s iPhone customers. On Monday, the company announced a new iPhone application that allows for wireless printing from the iPhone. Since the iPhone 3G, there has been a steady wave of companies using the iPhone as a way to broaden their brand.

iPhone consumers are very loyal customers, often starting the Apple experience with an iPod or a MacBook. Read more…