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Positive tweeting boosts brand revenue

In the customer service industry, it always pays to be nice.
 
New research from Twitter suggests its users respond to positive interactions with better recommendations and – in a big win for brands – a willingness to spend more money in the future.

Money, money, money

Partnering with Applied Marketing Science, Twitter's study found that customers are 30% more likely to recommend a brand just by receiving a response.
 
On top of that, customers were prepared to pay an average of 20% more for pizza, 10% more to telcos and 3% more for airfares following a conversation with the company.
 
Respond quicker and that revenue bump can rise to nearly $20 for airfares and over $17 per month for a phone plan.

Damage control

The company says taking public discussions into direct messages, learning from anonymous feedback and improving response times will all help boost customer satisfaction.
 
A whopping 69% of people who tweeted a complaint said that interacting with a brand made them feel better about their business.
 
The lesson? Be friendly and prompt, especially to your challenging customers.

Learn with SMK through December

Start your SMK: Digital Excellence 7-day free trial today and unlock unlimited, on-demand access to hundreds of hours of digital masterclasses, training courses and hands-on tutorials.

Your risk-free trial offers the perfect opportunity to expand and upgrade your digital intellectual property.

Each month SMK releases 30 hours of new and updated social media and digital marketing educational course content, ensuring you never get left behind – be it on digital strategy, tactics or implementation.

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December's Courses, Live Help & Support Options

Live Member Clinics every Monday & Tuesday from 1 pm – 2 pm AEST

  • Live help and support from SMK’s team of analysts.
  • Book in to request a personalised discussion for 15 or 30m via Zoom within the Facebook Working Group.

Weekly Technical Labs: Meta Business Suite on Wednesdays from 1 pm – 2 pm AEST

  • Technical Labs explore the technological process and workflows related to key digital marketing activities.

Google Analytics 4, Data Analysis & Evaluation Masterclass on Thursdays from 10 am – 12 pm AEST

  • Module 1: GA4 Optimisation, Key Features, Tools & Reports
  • Module 2: Setting up GA4 Conversions & Understanding Analytics Events
  • Module Three: Analytics campaign tracking and report analysis
  • Module Four: GA4 report round-up, conversion attribution & visualisation

Influencer Marketing Masterclass: Organic, Paid & Commerce on Fridays from 10 am – 12 pm AEST

  • Module 1: 2024 Influencer Marketing Trends, Forecasts & Opportunities
  • Module 2: Organic Influencer Marketing Best Practices
  • Module 3: Optimising Influencer Campaigns With Social Ads
  • Module 4: Evaluation, Reporting and Influencer Commerce

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