In deference to my online buddy Mike CJ, he wrote a post earlier in the week which he titled Why Businesses Shouldn’t Be On Twitter. His main point was that instead of businesses being on Twitter, they should have individuals representing the business on Twitter so that they can show some personality and communicate directly with people.
Whereas I agree with the last point, I disagree with the initial statement. In my opinion, businesses definitely need to be on Twitter, and for multiple reasons. Let’s take a look at some of these.
1. Branding. Businesses having a Twitter account get to make sure their logo is out there front and center whenever something is being written for the company. One should never overlook the importance of branding.
2. Customer Service. Last week I had an issue with one of my affiliates not paying me so I kind of called that company out by name on Twitter. Within 5 minutes I was being contacted by the company, or whomever was representing the company account on that day, and we got my issue resolved. I’ve talked in the past about other companies responding to the same type of thing, and last week my friend Josh Shear brought it home again.
3. Protection of name. If a company doesn’t sign up for their name, you can bet that at some point someone else will sign up and start using it, and unless they abuse it there will be nothing the company can do about it.
4. Marketing. Yeah, we all say we hate seeing marketing on Twitter, but what we really mean is we hate seeing someone pounding marketing message after message. If Sony had a Twitter account and suddenly announced that they were having a special one day sale where their 50″ HD TV’s were going on sale for $200, who wouldn’t want to know about that? Okay, I’ll admit that’s one of my special pipe dreams. 🙂
I agree with Mike that Twitter users should have personality. I’ve written about that often enough as well, how I’m looking for more “social” than “selling”. But I think any major business that doesn’t have a Twitter account is allowing their competition to get the leg up on them, and allowing those few people who might complain about them to get the message out without having the chance to offer any assistance and hopefully stem a bad situation.