»English Article (via: Social Media Optimization)
I believe that this is because users view Twitter as a place to keep in touch with friends, which I blogged about last week, and not a site to be introduced to new products or services.
Until this consumer expectation changes, Twitter cannot be be considered an effective marketing tool.
Advertisement, in its literal definition, is the action to call public attention to something. In a business, this “action” is required to produce revenue through the sales of what it is advertising.
So the question can be translated as, “does using Twitter directly affect sales?” The answer, I believe, is no. The author of the quoted blog post mentions that the user’s attitude in using Twitter is not focused on gaining commercial information, but rather “social” information of their friends, peers, colleagues, and so on.
This is a very valid point, because majority of the top ranking Twitter accounts are non-commercial, mostly owned by celebrities and politicians. Most people use Twitter to simply connect, share, and gain access to “social” information of their followers and those who they follow.
This is where the conventional definition of “advertisement” is being challenged. I think the important rule of thumb for the business use of Twitter is to not expect immediate sales outcome. It is hard to ignore companies such as JetBlue (1,121,768 followers and counting), DellOutlet (1,093,177 followers and counting), and AmazonMP3 (988,407 followers and counting) succeeding in gaining many followers and producing revenue from them. JetBlue’s most recent campaign was very successful because of Twitter.
However, Twitter should be considered more or less a CRM tool to create, improve, or maintain business-customer relationship. Because of its social nature, it would be very difficult to grasp the attention of consumers who are not seeking for those information in the first place. So when a business adopts Twitter as a marketing/PR tool, they should Tweet something from the office a couple times everyday. Upload photos of office get together and birthday parties. Ask questions to your followers and “talk” to them instead of just throwing information at them. The whole point is to have your customers feel “closer” to you, and diminishing the opacity of your business. The best way to create outcome from Twitter is to create a good social tie with your customers and increase royalty.
Wouldn’t you want to buy your products from someone you “know” better? I do. Twitter is an tool that is intended to share minimum and spontanious information to your pees, and it works extremely well to create an illusion of proximity and familiarity to who you are following. Therefore, when using Twitter, businesses should get to know their customers first. Talk to them, share with them, connect with them. Sales comes second on Twitter.
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広い意味での広告は、なにかを広く知らしめること。従来の意味は、商品やサービスの売り上げを促進する為になにかを広く知らしめること。この定義をそっくりそのまま当てはめると、Twitterは広告ツールじゃないと思う。なぜなら、140字以内のつびやきには到底限界があるから。
Twitterのユーザーは他人とのソーシャルなつながりを求めてサービスを利用していて、そこに商売が入り込むスペースは無いのではないかと上で引用したブログの著者は書いている。確かにこれは的を得ていて、このサイトを見る限りそれが裏付けされている気がする。フォロワーの上位ランキングはほとんど全て芸能人や政治家のアカウントで埋めてつくされているのだ。
JetBlue (フォロワー数:1,121,768)、DellOutlet (フォロワー数:1,093,177)、 and AmazonMP3 (フォロワー数:988,407)などのTwitterで売り上げを伸ばしている大手企業はほぼ例外に近い。
多分、Twitterは従来の広告の考え方では活用できないツールなのだと思う。
「何かを発信する⇒利益が生まれる」というモデルは、ソーシャルな目的で人々が情報を共有する媒体では成立しにくいのだ。それよりも、ビジネスはまずTwitterを利用して自分の顧客と「つながる」ことに専念しなければ行けないと思う。セールの情報やクーポンへのリンクをつぶやくだけではなく、会議の様子や飲み会の写真などをアップロードしたりするなど、もっと顧客との距離を縮めることによって、「馴染みのある○○屋さん」なるのがTwitterの正しい使い方だと思う。属に言うCRMかな。
「つぶやき」は、日々考える事。それを共有する人は、距離の近い人。Twitterを使って、堅苦しくて不透明な「ビジネス」ではなく、身近でなじみ易い「普通の人」に回帰することによって、顧客との距離を縮め、より良い関係を気付くのがTwitterの一番の活用法なのでは無いだろうか。Twitterの場合、利益は二の次なのである。