Twitter is now using case studies to demonstrate the potential of the site to the corporate world. I thought the Jet Blue example was fascinating. When the airline started using Twitter they simply posted Press Releases and service announcements. Unsurprisingly they found that they didn’t receive many followers or messages. They changed their style and became more conversational, asking for help to develop their business and offering answers to specific customer problems. The service took off.
The significance of this goes beyond Twitter. It goes to the heart of how brands need to communicate with consumers today. If you talk at consumers they simply won’t engage. Understand what they want to talk about, facilitate and join a conversation and all of a sudden you enter into a new world. A world of delighted customers recommending your brand.
