Latest / Success Story with Scott Clary / Lessons - Why Twitter (x) Could Make or Break Your Business | Sam Kelly - Founder of Inspire Network & Twitter Authority

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Lessons - Why Twitter (x) Could Make or Break Your Business | Sam Kelly - Founder of Inspire Network & Twitter Authority · Success Story with Scott Clary

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  In this episode, we explore how businesses can truly maximize their impact on Twitter.
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  We discuss actionable strategies to build meaningful connections, engage with followers,
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  and add real value to your audience.
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  You'll hear about creative ways to drive sales through Twitter lists,
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  how to handle customer complaints effectively, and why social media should be a top priority for every business.
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  And let's talk about now, so that's how you've built out your business.
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  Now, let's talk about some of the things that you try and do through your clients' accounts
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  to help them build business sales through Twitter, because I feel like
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  most people just miss the mark on Twitter. It should be almost like a thing that
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  businesses feel they have to have, but goodness, if you see the average business Twitter account,
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  it's like, what, I know why they're bothering, but also it's like, why are you talking
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  because it's just horrible. It's just it's not doing anything in that positive.
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  Hosting me, me, me, me, me, and it's not about that at all, and sometimes I see big accounts,
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  like a big business, and they've got like hundreds of followers, and they're following 500.
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  It's the worst, and it looks so snobby, and especially, if you follow back someone,
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  if you follow someone back that's following you, it's kind of courtesy, but also it's,
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  like if they're normal, I'm not talking about weirddozer, and you know I'll follow them,
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  but if you're following someone that's a genuine person, you're going to make their day,
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  and it's going to make them feel special. So I always follow back people who I think
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  will add value to my feed, so don't forget, it's not about me at all, it's about my audience,
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  and I go and I make Twitter lists, and so you can keep an eye on the people who might be
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  potential clients or potential customers, I also help them and add value. So what I do is,
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  for example, at Christmas time, I created an Irish gift ideas Twitter list. So to kind of help
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  the businesses that it's suffered through the pandemic, I did an Irish gift ideas Twitter list,
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  and people started buying from that list. So I asked anyone that had a business to let me know,
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  and I would add them to the list. So it had, like, think 700 on the list, or no, I think I only had
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  250 on the list, but then 700 followed my list. So a lot of people actually messaged me, sent me
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  letters, sent me flowers, and said they got loads of sale from the sales from the fact that I made
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  that Twitter list. So what I was doing was I was helping the people who were selling. I was also
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  helping solve a problem for people on what to buy, especially if their family were abroad,
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  and they couldn't see them at Christmas, they wanted to send them something Irish. And then I
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  also added value to my audience because they knew that that list was there. They could just click
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  on the list and see, and it helped them do their shopping for Christmas. So just, it's about adding
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  value and helping your audience. Like, I get many businesses saying, you know, oh, you know, we
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  want to do a webinar and it's a panel discussion blah blah blah. And I'm like, oh God, would you not
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  just do what do your customers need right now? Well, they need more sales. Okay, why could you do
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  a webinar and how to get more sales? That would be more useful and more valuable. So it's about
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  thinking about the customer all the time and what they need. I hope that answers your question.
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  It does. No, I think it's very smart. And and I guess the the follow up or the the other point
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  when when businesses put themselves out there and they start to build the profile, they're probably
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  concerned with falling outside of the box or doing things that are a little bit differently. Like,
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  when I look at the average business account, again, it's just it's very boring. But then I look at
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  something like I'm just using one reference point, like a morning brew, which is all, you know,
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  it's a news, it's a news outlet that's very off the off the wall when it comes to their Twitter
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  account. And that's actually probably how they've built a lot of their following. But brands are
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  always concerned about if I put myself out there, I'm going to get some negativity and I'm going
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  to get something like you said, some, you know, some trolls or whatnot. So how do you deal with
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  with that? Is that just in your own head? You have to get over it or are there actual strategies
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  that you have to deal with when you start to get some, you know, colorful comments?
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  Well, you won't really start getting those so you go over like 5,000 followers or so, right?
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  And if you do, just block them. Okay, if you get a customer complaint, that's a different story.
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  Okay, so let's say you get a complaint, I had a coffee shop. I was running their Twitter account.
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  And this lady said, oh, I was in there yesterday and the waitress was wagon and, you know,
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  why she didn't, and my coffee was cold or whatever she said, right? So I said, right, okay,
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  hi. So the first thing you do is you engage. You engage us and have a really, we're really sorry
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  to hear that you had this experience. Could we please DM you and get more details and investigate?
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  So you take it offline. So even if she doesn't go to DM, you've shown the public that you're
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  dealing with the issue. So you've shown the public that you've tried to deal with the issue,
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  which, which looks good, right? And then if they do go offline, what you do is you follow up. So you
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  say, right, give us your number, give us your email or whatever. And then you get the person in
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  charge, the decision maker to contact that person and find out what happened. What we did was we
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  found out what happened. We sent the lady a gift voucher to come back in and have lunch. She came
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  in and had lunch and guess what? She did a lovely tweet saying, thank you so much for the gorgeous
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  lunch. She became a brand advocate because we helped her and we dealt with the issue. So that's
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  the only thing about like people here about these big stories, big mistakes, hit the right person
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  running your Twitter account or get them trained properly and that will never ever happen. So it's
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  having social media strategy, having a policy as well, like so that if such and such happens,
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  this is what we do. You don't have it all in place so that they know what to do. But the worst
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  Twitter accounts I've seen have been bigger companies that think they know their audience,
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  but they actually don't and they just don't engage. They don't say thank you. Just simple things
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  like if someone like I mentioned a brand a few times because I liked that brand and I used to
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  mention the brand because I'd be sitting there at my cup of tea and I'd mention the brand
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  and they never even thanked me for mentioning them, which was a huge missed opportunity because
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  if they had retweeted me or if they had engaged with me, I would have actually retweeted that
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  to make them look good, you know, because I'd be impressed by that. So I also always give kudos
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  when I get great customer service and I never complain. I never get involved in controversy.
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  I stay away from all of that and I just keep it positive, add value, share my knowledge and help
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  others and I help others by retweeting them. It's not about me. My audience would like to see other
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  people as well, you know, and usually my audience want to support businesses. So I did actually
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  have a great story from last week and this lady rang me. She's a member of my Women's Inspire
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  Network and she had ordered 500 lots and lots and lots of this vegan chocolate covered peanuts,
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  right? Because she does vegan chocolates and she rang me. She was quite obsessed. She said,
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  I don't know what to do. That customer has cancelled the order and I've got it already ordered.
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  I don't know what to do. How do I get rid of this much chocolate? And I said, wait, don't panic.
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  I said, let's do a tweet. So we did a tweet and the tweet said, and I'll find it now for you.
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  By the way, I'm talking to you. The tweet said, I have this amount of chocolate. Can you, if anyone
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  is interested or whatever it was, we told the story basically in the tweet and I helped her
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  compose the tweet and oh my gosh, it went viral because people said, oh my god, let's help this
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  small business. The all bought chocolates. Everybody, she got 100 orders, she got three new
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  stockists. You know, she just was inundated with help from Twitter and one guy just bought a box
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  of them and she got, she got the chocolate all, she didn't lose that any money. Isn't that just
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  a lovely, lovely story? And that's the kind of thing I do. So we just did, we just did a tweet
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  and I supported her. I said, come on guys, let's support this small business. So we got behind her
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  and everybody went and bought chocolate covered, vegan chocolate covered peanuts. So it's just
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  a nice little story. But for everybody, pair of bucks and only costs like 10 euros, you know, so,
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  you know, just every little bit. It's easy when you get, when you get a crowd involved to, like,
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  the crowdsource, you know, to crowdsource a brand, especially this small business will make a
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  huge difference. But you know, one thing that I think always happens and I don't really know why
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  still in 2021 is that brands don't place the value on the person or the person who runs their
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  social media. They feel like it's, I don't know why that is. It's like an extra priority. Yeah,
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  it's it's like, oh, you know, you're, you're marketing and then tweet once in a while. Yeah,
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  no, no, there should be someone post on Instagram or yeah, there should be someone who is assigned
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  this role and a plan and a strategy. Or if you don't want to then outsource it to someone like
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  me or someone else who does that. Like, you know, I don't understand that they don't make it a
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  priority. And it's so important because I remember seeing, I remember I put a tweet up saying,
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  okay, ladies, best tangent moisturizer. Like it was just like for fun. And I put it up and I got
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  all these responses about the best tangent moisturizer, which by the way for the guys listening,
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  it's like makeup, light makeup, bright for the summer. And so I got so many responses and I was like,
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  where are all the brands? Not one brand topped into that conversation and said, hey,
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  Samantha, we have a tangent moisturizer. It's really good. Here, there's buy now clicked to buy
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  not one brand did that. And that was such a missed opportunity because the the tweet went crazy.
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  We had about 200 responses. So that was 200 potential sales. You know, and 200 responses on
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  Twitter is like thousands of impressions. Yeah, like thousands of people saw that. Yeah,
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  for sure, for sure, for sure. Whereas I've been branded and said, you know, oh, hi,
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  Sam, I'm actually we have a, but look, we'd love to send you one to try. And if anyone else
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  wants to try, here's a discount code, you know, yeah, that's what I would. Thanks for tuning in.
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  And if you want to dive deeper into this conversation, check out the links in the description
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  to watch the full episode. See you in the next one.