Every time a business joins Twitter, an angel gets its wings. It means they’re going to at least try the social media thing. Getting businesses to realize the power of social media is half the battle.

Whether or not they use this platform well is another story. Recently, I like the advice Scott Stratten wrote on his blog, UnMarketing, about the art of engaging with your fans, not just responding to customer complaints. Writes Scott,

“Own the good you do. Value the positive voice.  It’s too easy only to focus on the negative.  You need to make time to thank customers who love what you do.  Be proud and say thank you. […]

Don’t leave all those high-fives hanging.  Take time away from fighting fires, and seeking out new customers, to thank the ones you have. This is the where the opportunity for brand endearment begins.  Don’t value your customers based only on purchases already made.  A happy customer is your best marketer.  Grow those relationships.”

There is absolutely positively no better marketing tool than word of mouth, and that’s not something you can buy. Think about it: when you’re going to make a large purchase, what’s more important: what the company says about themselves or what others are saying about the company? I will spend more money based on a friend’s recommendation, and I’m not alone. A 2010 study by Opinion Research Corp revealed that 59% of consumers consult friends and family members to get their opinions before making a purchase.

All it takes, sometimes, is a little recognition. A simple thank you on Twitter is the equivalent of a smile and a “come again” when someone is leaving your brick-and-mortar store.

Check out the rest of Scott’s post and his entire UnMarketing blog for more advice on using Twitter for your business.

Did you see our recent announcement?

We’re proud to announce that Scott is presenting a keynote at NMX 2014 in January. He’s always one of our highest-rated speakers, and we loved his keynote in 2010. See more information about Scott and the rest of our recently-announced keynoters here!

Want a free recording of one of Scott’s previous sessions? Check out this giveaway!