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@YouriHollier
Friends, not followersThe Power of Two-Way Conversations
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1.Creating a conversation
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Speedy Response Time Westjet
@Westjet Hello, any news on the
delayed WS1208 into La
Guardia?
Okay, thanks!
We are currently showing you departing at
3:20pm.
@Westjet Any reason for the hour delay?
Would that be weather related?
No, it looks like a delay due to
minor maintenance.
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Answer everyone, everywhere Lululemon
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Know your audience Nike Running
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Place your screenshot here
Know your audience Nike Running
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Share their interests DAVIDsTEA
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Speak their language Netflix
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Their opinions matter Lush Cosmetics
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Schedule follow up posts
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Go above and beyond Tesco
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““You can make more friends in two months by becoming interested in people than you can in two years by trying to get other people interested
in you.” - Dale Carnegie
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2.Converting on conversation
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Send reminders
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Passive sale
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Encourage Trial
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Talk Specs
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Practical Application
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Acknowledging vs. Engaging
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Acknowledging vs. Engaging
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““A conversation is a dialogue, not a
monologue...” - Truman Capote
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3.Capitalizing on conversation
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Brand AdvocacyFriends talk kindly about their friends.
FeedbackCreative input or product ideas.
SupportDefense against trolls or naysayers.
Intangible ROI
ForgivenessLess frustration if things go wrong.
ContentLoyal fans produce free content.
EngagementIf you engage, they’ll reciprocate.
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““The ROI of social media is that
your business will still exist in 5 years.” - Eric Qualman
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Takeaway
When you treat your fans like friends, trust grows and sales follow. After all, a loyal customer is the best type of customer.
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What’s your follower
philosophy?