Monitter is a huge help to me at work. It helps me keep an eye on all the tweats about my company, a particular product or campaign.
Simply enter your keywords and it will show you all the live tweats relating to your search criteria. You can set yourself up to receive these as rss feeds. Add a bit of intelligence to your search criteria so you don’t get swamped considering what you will get most value out of.
For example, instead of just searching: Company name + Brand name, add in some negative keywords as well. For true customer service send this live feed to your customer service reps or publish on your site and then get your customer service team to respond to the comments on your site as well as comment on their tweat.
Remember that if you actually listen to negative feedback from customers not only will you learn really what they think AND be able to respond but other customers perception of your company will improve. Reactive customer service.
Alternatively, instead of negative keywords, add in some keywords from a recent offline campaign to attempt to measure it’s impact. You can then add any relevant tweats to your campaign reporting citing them as stimulating Online Brand Advocates who are helping you drive awareness of your product or service.
Filed under: CRM, Social Media, leo miller, leo miller blog, leo miller digital marketing, monitter, online monitoring, reactive customer service, Social Media, stimulating online advocates, twitter
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