Twitter messed everything up and I love it. Talk about equaling the playing field between the little guy and big business. Twitter’s 300 million users spread their wings about 500 million times every day using this short message social channel. With nearly half of the tweets generated from mobile, it’s no wonder small businesses are making it a challenge for big business to keep up; and that’s just one reason. But keep running hard little tweeter, big bird business is getting wise to us.
Exactly how much can you say in 140 characters on Twitter? Whether you are a small player or big business, you get the same amount of real estate; 160 characters was the SMS text message limit, so the founders thought the 140 character limit was good. Although big business is able to dump big money into advertising dollars on Twitter, it’s not ad money that generates the biggest bang. People sharing ideas, product reviews, advice, inspiration and real life relationships and experiences with products and services are what hits a homerun with other Tweeps (users of the social media giant). And if you get to be a pro at building relationships, 140 characters at a time, it can be a grand slam for your business too.
I never realized how powerful, motivational and inspirational one little red book, one email and one long distance exchange could play in my life, but that exact time in my life, September 30th, 2013, was a pivotable point in my career.
The first email contact I made with Bob Burg, author of The Go-Giver (coauthored by John David Mann), was brief. I wrote, “Dear Bob, Literally standing in Barnes and Noble, reading the first few pages of Go-Giver, and I am hooked. Any advice for an up and coming speaker?” While I was hoping to get an answer, I was not expecting to get one in under 30 minutes. In addition to the wonderful advice provided by Bob, it was obvious it was not a “canned” response, leading me to believe Bob truly was a giver, his real life principles mirroring the description of his book, “Heartwarming and inspiring...brings new relevance to the old proverb ‘Give and you shall receive.’”
In order to grow your business and add depth to your client list, your goal should be to create a lasting, memorable and very positive experience for your customer. Long gone are the days of being satisfactory, there is way too much competition out there to be less than stellar or exemplary when it comes to customer service. Additionally, it's no longer just about the product you provide. Service, support, sales, operations and every other department within your organization must work in tandem, delivering the same amazing service to your customer to keep them coming back. According to Shep Hyken, an expert in customer satisfaction, "Customer service is not a department, it's a philosophy." Going above and beyond is an important factor in getting your customer to come back again and again. Your brand is exposed to the market through a multitude of channels. Word of mouth can make or break your business. Search engine results, social media channels and good old conversations with friends can help you build your client list or bust it completely.