There, I’ve said it. I love the instant-communicative nature of webchat. I love that I can pose a question to a news anchor, while they’re on air, and they’ll respond to me during the commercial, or sometimes, when they’re not on camera. That’s instant power. There’s something about that connection that just brings so much value, it says, “you’re important.”
So many brands, companies, and celebrities are on Twitter nowadays, I connect with very few of them. Often, this is how my interaction works with brands:
@Brandx: “We’re hard at work creating new and exciting things for you”
@Schnik: @Brandx Ooh! That sounds exciting, I can’t wait to try them out.
@Brandx: Wait until you’ve seen what we’re doing!
@Schnik: @Brandx How about a sneak preview?
You’ve lost me. I’m no longer following you, I may still use your product, but I’m not going to promote it. As a business, that’s a missed opportunity for you.
All it takes, one little thing, is for you to engage me. Just say “Hi.” In the above scenario, it could have been “Hey Schnik, we’re so hard at work, that we haven’t been able to take any pictures. Thanks for the interest.”
I would have been pacified and still intrigued. What I’m really saying is this, we all know that Twitter is a tool for communicating, but if you’re not responding to your customers, especially when they’re reaching out to you, you’re telling them they are not important to you. And at best, they won’t speak about your company, but at worst, they’ll go to your competitor, who does respond.