Je ne suis pas surprise de constater que les entreprises Fortunes 100 sont poche sur Twitter (lire qu’elles sont inadéquates pour les potes d’outre-Atlantique ou pour les politiquement correctes). Ce constat que je fais moi-même depuis un certain temps, vient d’une étude de Weber Shandwick Do Fortune 100 CompaniesNeed a Twitter-vention? [2] (PDF). Leur conclusion :
For the majority of Fortune 100 companies, Twitter remains a missed opportunity. Many of their Twitter accounts, examined by Weber Shandwick, did not appear to listen to or engage with their readers, instead offering a one-way broadcast of press releases, company blog posts and event information.
This falls short of the opportunity that Twitter offers as a valuable communications channel and strategic social network. For those companies, Weber Shandwick prescribes a Twittervention to help them:
• Create a companywide engagement strategy; a set of guidelines with best practices
• Demonstrate a consistent and comprehensive brand presence
• Build a dialogue that paves the way to new relationships with customers and advocates
• Generate loyalty among new and existing communities
To maximize the benefits of Twitter, companies should offer opinions and encourage discussions, reach out to their communities of customers and advocates, build relationships with new customers and look for untapped supporters.
Ça reprend très bien ce que j’ai dit dans plusieurs autres billets à propos de l’importance de la communication bidirectionnelle ou du Je, Tu, Il, Nous, Vous, Ils d’une saine conversation. Mais c’est tellement plus simple de pousser sa même « crap » et d’espérer que les internautes soient assez dupes pour nous lire…
Par ailleurs, les entreprises qui sont à l’écoute et au dialogue, ont quant à eux des bénéfices qui semblent très pertinents tel que le démontre une autre étude de cas de Twitter à propos de Dell [3]:
Raising awareness
So instead of using Twitter just to let people know about deals, the company has come to think of it as a good place to interact with customers—and to raise awareness about the brand. “When we respond to people on Twitter, they get really excited, and we gain advocates.”That doesn’t mean Dell Outlet has abandoned the deals. In fact, the company often posts offers that are exclusive to Twitter. They twitter only a few times a week so as not to spam their followers, and they use tracking URLs to gauge what followers find most appealing.
Increasing sales
Do the coupons work? Big time. Not only do they get retweeted and picked up by coupon sites—both of which spread the brand name—they also drive sales. Dell Outlet has booked more than $3 million in revenue attributable to its Twitter posts. In addition, the division has done research showing that awareness of the outlet has grown, too. “The uplift has been more than we dreamed,” says Nelson.