2. Twitter Stats 33 555,000,000 54% 2006 Registered WW users Year Launched Available languages Tweeters on Mobile 36% Users that Tweet at least once a day 11:50 Average time spent per visit

3. Demographics 59% Women 41% Men 19%: 0-24 23%: 25-34 25%: 35-44 33%: 45+ 9%: <HS Diploma 8%: High School 59%: Some College 24%: Bachelor’s or Grad 15%: $ 0-24,999 38%: $25-49,999 37%: $50-99,999 10%: $100,000+

4. Glossary Mention: @janesmith Retweet: Sharing another User’s Tweet DM: Direct message: privately Tweet one of your Followers Hashtag: Use of # to help categorize the theme of your tweet for easier search results. URL shortener: Helps keep tweets under 141 characters.

5. Twitter Marketing in 4 words Listen Listen to your audience. Monitor conversations, understand who is talking and about what Learn Learn from and act on what you are hearing, shine a light on others ideas, innovate, measure and notice what is working (and what is not), apologize when you screw up, try new stuff Care Your mother taught you how to tweet - Dress nicely (Back Ground Avatar), Introduce yourself (complete profile, link to your website), Be a good conversationalist (listen, respond, be relevant, be useful) Build and manage customer relationships. Get involved where customers already are. Follow your customers throughout the customer lifecycle. Serve Serve your customer. Create content that your customer cares about and needs to know. Become one-stop-shop for customer info needs (Twitter,blog, Facebook page, eBooks, whitepapers & webinars)

6. Customer Service The Good: Comcast - @comcastcares -Use a real person/face (@comcastmichael & @comcastbill) - Quick to respond, address the problem The Bad: Big Banks (Wells Fargo, Citi and Bank of America) - Struggle over response time/personal info - Repetitive, Scripted - Twitter became and extra step

7. Customer Service Tips Timeliness Use names Address the issue, then act on it Bigger corporation? Think about having a “Customer Service Social Team.” Know when the issue is too big for Twitter

8. Community Engagement Cultivate stories: How the community participates with the brand. @SHARPIE Sharpie builds relationship with individual artists and continues a conversation by posting photos of their work. The dialogue about the artists / audience work does the marketing for them and builds loyalty and trust. Elicit Responses, Shout Out, Retweet Reward Engagement

9. Curating a Community Leverage your networks, partnerships and causes to expand your reach and brand identity Connect to something physical and actionable Get Personal. Be Real.

10. NIKE: Life is a sport. Make it count. Integrated Marketing Campaign Nike+ FuelBand: track activity/do more. Website: nike.com/fuelband nike.com/fuelband Print Ads Youtube: youtube.com/watch?v=WxfZkMm3wcg youtube.com/watch?v=WxfZkMm3wcg Instagram: Monster Energy ‏@MonsterEnergy Monster Energy ‏@MonsterEnergy The Nike+ #FuelBand is available in 2 new colors! @dannykass#FuelBand@dannykass & @emmabackman got theirs in white ice! @nikesn@emmabackman@nikesn http://instagr.am/p/RdFWihOoaW/ Pinterest: pinterest.com/search/?q=nike+fuel+band pinterest.com/search/?q=nike+fuel+band Twitter: @nikefuel, #makeitcount

11. NIKE: Life is a sport. Make it count. Twitter Campaign: @nikefuel; #makeitcount Follow athletes and announce own goals: “How will you #makeitcount” Nike becomes first UK company to have Twitter campaign banned; Wayne Rooney, Jack Wilshere tweets broke rules for not clearly stating they were adverts

12. Twitter Fun Facts The tipping point for Twitter’s popularity was the 2007 South by Southwest (SXSW) festival. During the event, Twitter usage increased from 20,000 tweets per day to 60,000. 3 years, 2 months and 1 day…the time it took from the first tweet to the billionth tweet (It now takes one week for users to send a billion Tweets) When Michael Jackson died on June 25, 2009 there were 456 tweets per second (TPS)…a record at that time. Tuesday is the most popular day for Twitter activity, accounting for 15.7% and you Tweet from 11am to 3pm (of course this was expected, who wants to tweet on Monday)