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Why We Love Twitter for eCommerce Stores (and you should also)

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  • August 27, 2015

Twitter is a great tool for connecting with customers. twitter for ecommerce

Unlike Facebook, which can be limiting for businesses because of its algorithm, there is literally no limit on your ability to connect with current and potential customers online.

That’s why we love Twitter for eCommerce!

Twitter provides a prime opportunity to increase customer engagement and sales.

This article covers the basics of why Twitter for eCommerce stores works so well and how it can for your eCommerce store as well.

Twitter Drives Website Traffic.

Believe it or not, I actually spent almost four years working in eCommerce, managing the social media and content for a number of niche eCommerce websites, including the company’s flagship site, LabelValue.

What we found was that Twitter worked EXTREMELY well for driving traffic to our website. And, as we all know, more website traffic means more sales.

It was more than just driving website traffic though; Twitter was an opportunity to connect with potential customers and really share ourselves as an authority figure in our space.

Tweeting links to blog posts as well as images with creative ideas of how you could use labels (there are actually a ton of different ways you can use labels, believe it or not) proved to be a great way to provide additional, often unexpected, value for our Twitter followers.

When done for your own eCommerce business, this will not only helps you get more Twitter followers and drive traffic back to your site, but it will also help paint you as an authority figure and resource for great content.

Establish a Reputation for Great Customer Support.

You should probably think of Twitter as a customer complaint department. <wink>

However, the reality is that Twitter is the first place most people go to when they want to lodge a complaint about a business.

If you aren’t monitoring Twitter for mentions, you’re missing out on a chance to provide a fast solution for customers and there are many Twitter tools you can use to help you.

If you ARE monitoring closely for mentions, you have the opportunity to turn those customer complaints into big wins for your company because of your excellent customer support.

In addition to winning lifetime customers through your speedy customer support, you are also demonstrating to ALL your followers (and anyone else watching) that you have a customer-centric mentality.

Remember: someone is ALWAYS watching you on social media.

Make sure you’re there and participating in the conversations happening around your brand.

Also, be sure to respond to positive tweets as well as negative ones.

For positive tweets, retweet the original post and thank the Twitter user. You can even let them know if you have any upcoming sales or new products, if relevant.

Perform market research.

Because it’s so easy to reach current and potential customers on Twitter, it’s one of the best places you can get information for new products people are interested in.

If you were looking for a new flavor for one of your products, you could start by polling your audience on Twitter, asking your current followers what they would like the most.

Note: you definitely want to give them options and not ask an open ended question here.  You could also perform Twitter searches to find out what Twitter users are already talking about in order to better predict what products they would be most interested in.

Promote Your Products with Product Cards.

Have you ever heard of Twitter cards?

Twitter cards allow you to pull rich information directly into your tweets…and for eCommerce companies, Product Cards are particularly useful.

These Twitter cards allow you to include not only the title, description, thumbnail image, and Twitter handle, but also other relevant details that your followers will want to know, such as price and availability.

Final Thoughts

For eCommerce companies using Twitter, the opportunities to spread the word about your brand and drive traffic to your site are virtually limitless.

However, if you do nothing else, embrace Twitter and Social Media as a way to provide superior customer service.

Remember, conversations are happening online about your brand every single day.

The question is, will you be there participating?

Author Sheena White

More posts by Sheena White

Join the discussion 4 Comments

  • Great blog post as always, Sheena.

    The best example here is really Zappos and I can only encourage everyone to read Tony Hsiehs book “Delivering Happiness” (about him, Zappos and how he turned it into an amazing customer centric company). Then you follow Zappos on Twitter and boom, you get a very clear understanding, how you could act and interact with your audience.

    One thing I’d like to add is that I strongly believe in solving problems out of negative feedback because making a complainer a happy customer again will have a massive effect on your baseline.

  • Great blog post as always, Sheena.

    The best example here is really Zappos and I can only encourage everyone to read Tony Hsiehs book “Delivering Happiness” (about him, Zappos and how he turned it into an amazing customer centric company). Then you follow Zappos on Twitter and boom, you get a very clear understanding, how you could act and interact with your audience.

    One thing I’d like to add is that I strongly believe in solving problems out of negative feedback because making a complainer a happy customer again will have a massive effect on your baseline.

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“Since we started using Social Quant on our Twitter profile, our follower count has skyrocketed 40% in 40 days!! And most importantly, engagement on our tweets has risen by the same amount — which means Social Quant is finding exactly the right followers for our brand.”
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