How can the brand develop relationships with customers?
- @ Replies – any twitter update that begins with a username. The update will appear in that person’s @ replies tab.
- Mentions - @ replies have merged into Mentions. If your brand appears in a tweet, you’ll find it along Twitter’s sidebar.
- Following – following allows the brand to subscribe to the tweets of its customers so they’ll appear in your company timeline.
- Direct Messages (DM) – a DM is a private message, much like a tweet, that has a limit of 140 characters.
How does the feature amplify the brand’s value proposition?
- Tweet – a tweet is a 140 character update that answers this question: how can I make my customer’s life easier/better?
- Retweet – a feature that allows you to re-share what someone else has already tweeted. The RT convention is a symbol of attribution.
- Shortened URLs – since tweets are limited to 140 characters, shortened urls let brands direct followers to their content.
- Permalinks – the unique url of each and every tweet. These can be mailed, im – or even retweeted.
- SMS – customers can choose to get your tweets via their phone by text message.
How do brands find and aggregate conversations using the service?
- Trending – popular conversations on twitter
- Hashtags (#) – used to aggregate tweets around topics. Tweets can be sorted and organized via hashtag as well.
- Search – method of retrieving indexed tweets via twitter’s search tool.
- Favorites – the ability to mark or save a favorite tweet.
- Persistent RSS Feeds – the RSS feed for a twitter search can be used with a feed reader like Google Reader.
- Favorites RSS – the RSS feed, like as above, for your favorite tweets. - http://www.twitter.com/favorites/[insert_your_id].rss
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