In today’s podcast we are talking about Twitter. Not selling on Twitter, but instead how to manage customers on Twitter. Whether they are ranting about your product, your customer service, or, on the flip side, complimenting you, we look at all sides and how you can best manage any situation. To help us dive into this we invited Gini Dietrich, Founder of CEO of Arment Dietrick, a Chicago-based integrated marketing communications firm.

We chatted about:

* Why Twitter is the platform of choice for customer rants and raves

* How soon you should act on any customers negative comment on Twitter

* Here recommendations of steps an online retailer should take if someone is bashing their product that they have purchased

* Does a response on Twitter undermine your customer support and does it lead encourage that person and others to assume Twitter is the place to get help

* How customer relations and support have changed via social

* Should an online retailer feel obligated to follow-back or respond via direct messaging

* What has been the recent key to the revival of Twitter

Here are some other podcast episodes that talk about social and your online store:

Instagram vs. Pinterest for Online Shop Owners and Retailers

Scheduling Social for Your Online Store

Twitter for Online Retailers with Dustin Stout

The Combined Power of Sales Funnels and Facebook for Your Online Store

Using Social Media to Sell the Right Way with Mack Collier

Thanks to your Sponsor, Bluehost

Transcript

You can also download a pdf of the full transcript here: WordPress eCommerce Show Episode 83 June 14 2017

Bob Dunn: Hey everyone, Bob Dunn here, known as Bob WP on the web. Today we are talking about Twitter, but not selling on Twitter. This time we’re taking a look at how online retailers can use often Twitter as the arm of the customer relationship building that deals with the negatives and positives of the customer experience. We’ve seen it all on Twitter. We might have even tweeted ourselves from the perspective of the customer or taken part in a stream of comments.

Twitter can be an online retailer’s best or worst friend. To help us look deeper into this, I’ve asked my longtime friend Gini Dietrich, founder and CEO of Arment Dietrich, a Chicago-based, integrated marketing communication firm. Hi Gini, and welcome to the show.

Gini Dietrich: I love that you have a radio voice. You totally switched. You sound ready to go and now you have a radio voice.

Bob: Really? Yeah, it’s kind of about, oh, being casual, and then, okay, let’s get serious.

Gini: I did not know this about you. I just learned something new.

Meet Gini Dietrich, CEO of Arment Dietrich

Bob: Yeah, really, always something. Well, I want to get into this. I’m interested to hear more about this, but before we do, can you tell our listeners a little more about yourself?

Gini: Sure. Well, you mentioned that I have an integrated marketing communications firm, which is how I started out. Gosh, when did I start the business? 2005? So we’re working on 12 years. Well, we’re more than 12 years, it was 12 years in April.