The Twitter Game: Building Slack's Wall of Love

This episode explores how Slack effectively used Twitter to connect with its tech-savvy audience and amplify customer feedback. It details the creation and evolution of Slack's 'Wall of Love,' a curated collection of positive tweets that addressed customer objections and showcased unsolicited endorsements. The narration emphasizes the significance of customer engagement on Twitter and describes internal processes designed to maximize the surface area of the company to customer feedback.

00:00 Introduction: A Slack Story by James Sherrett

00:22 The Early Days: Twitter as a Key Platform

01:46 Playing the Twitter Game

05:23 Creating the Wall of Love

07:29 Managing and Expanding the Wall of Love

11:06 Maximizing Customer Feedback

14:30 Conclusion: The Importance of Customer Interaction

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