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Whole Foods – Using Twitter The Right Way

26 Nov, 2009

After dropping the kids off at school yesterday, I headed to our local Whole Foods Market to pick up the Thanksgiving turkey.  Fortunately, I made it into the store just as it opened, beat the crowd and left unscathed – poultry in hand.

Prior to driving away from the store, I posted the following to my Twitter account:

So I went to @wholefoods this morning, and one of their employees gave me the bird. Happy Thanksgiving


Yes, I was trying to be clever. No one affiliated with Whole Foods flipped me off; they just gave me my turkey. Whole Foods, who maintains an active Twitter presence, saw my tweet and wanted to make sure that I was just being snarky. I received the following direct message from the Whole Foods account later the same day:

WholeFoods-twitter-dm

Do you know what people are saying about you or your business on social media websites? Are you missing an opportunity to connect or even handle a problem before it gets out of hand? The way Whole Foods communicates directly with customers is a perfect example of how brands can make a positive impact by listening and responding through Twitter.

Identify keywords relevant to you or your brand. Utilize tools (like Twitter Search or Radian6 for more advanced needs) to automate the monitoring of your selected keywords, and develop guidelines and a workflow for responding to the conversations that are taking place.

Are your ears burning? Do something about it.

Posted in Digital Marketing, Marketing Geniuses, Social Media | 1 Comment »