Click here to learn more on Loni Love’s wisdom about Twitter, on the importance of fans/customers and that there is nothing more special than showing you care.
This is wisdom that everyone can use!
Loni Love spoke at the 140tc conference, with me, about how marketing, PR, customer service and comedy/ fans are very similar. Just likes companies need “fans” or customers, she depends on fans to come and see her perform at shows and on TV. Loni uses twitter as a way to reach out to her fans and build that relationship.
Loni typically starts the day in Twitter by providing her fans with inspirational quotes/jokes. She then sends out information on her schedule for the day, jokes, as well as links to funny stories. She says that many people find the content fun, uplifting and entertaining and they retweet it! Often fans are inspired by her tweets and they also send out jokes. She sometimes retweets those herself or comments on them.
When did this great comedian start using Twitter? In June of 2009. She currently has over 74,837 followers; at the time of the video in May 2009, she had 8,000 followers. Loving your fans means they grow over time.
How does this comedian’s actions on Twitter relate to Customer Service? Customers want to know they are valued. Loni sees Twitter as the opportunity to do that. Sure Loni is in the entertainment business and you might be in the business of customer service, but there is a common denominator here. And the commonality is this: acknowledging and appreciating fans or customers garners reciprocal appreciation, but in ten-fold. Often times entertainers, like companies, can seem like they are far removed from their fans of customers. Companies have often been categorized as giant, unfeeling monoliths. In part that is because their communication with customers and the public is very stayed, calculated and predicable. It is written, checked and rechecked to the point that it has lost the human touch.
What Loni has experienced by retweeting a fan’s tweet or commenting on a tweet, is that people feel that they have made a special connection with her. She says they are often surprised that she responds and interacts so much! They are delighted and feel cared about when she does something as simple as type something in less than 140 characters.
Loni’s whole purpose in being an entertainer and comedian is to make people laugh. Her goal is to help them forget about their problems for at least a few minutes. Loni loves using Twitter because it is a tool that helps her to spread her passion about helping people to remember to laugh and enjoy life a little more. You may have seen her spreading her humor and love on E! on the Chelsea Lately show.
Loni suggests that when you think about the parallels to what she is doing and customer service, she suggests companies remember that customers are always the number one priority. You can reach out to them via Twitter and show your appreciation for them. Loyalty often comes from feeling “a part of something.” Paying attention to fans or customers helps them to feel vested in what you are doing and in what you stand for. And by showing your passion as a company, your employees will catch the appreciation bug also!
You can follow Loni on Twitter at www.twitter.com/lonilove
Loni’s website is: www.LoniLove.com
And information about Chelsea and her show, Chelsea Lately is at: www.eonline.com/on/shows/chelsea/
Learn. Grow. Share.
Thanks for tuning in! @DrNatalie