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Nearly a Million People Followed This Twitter Thread Last Week. 3 Important Marketing Lessons You Can Learn From It

Use your social media channels to deliver remarkable customer experiences, develop deeper relationships, and to produce content they want to devour.

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BY Sonia Thompson - 11 Jul 2018

PHOTO CREDIT: Getty Images

Last week, Rosey Blair, a blogger, writer, and actor published a series of Instagram stories, with more than 250 thousand people tuning in. The next day, she posted the account on Twitter and it story went viral again.

Rosey asked a woman to switch seats so she and her boyfriend could sit together on the flight from New York to Dallas. The woman agreed, and when it looked like she and her new seatmate were hitting it off, Rosey and her boyfriend gave the play by play of the budding love story. So many people viewed Rosey's account, now known as #PlaneBae, the Today Show ran a segment about it.

When thinking about how to deliver remarkable customer experiences on a consistent basis, often times business leaders focus on products, services, events, and improving various aspects of the customer journey.

While all those elements are important, remember that everything you do has the potential to be transformed into a remarkable experience for your customer. Even your social media feed.

Here are four core lessons from Rosey's social media thread that can help you transform the experience you provide with your own social channels, while also giving you insight into how to improve your customer experience on a broader level.

1. Rethink the meaning of what qualifies as content.

Content marketing is smart way to grow your business. That's why so many companies like Amazon, Netflix, and Goop are investing a ton of resources into producing high-quality original content to attract new audiences.

But Rosey proved that the kind of content your customers want to devour doesn't always have to be highly produced, planned weeks in advance, or have a hardcore brand message.

Rosie used captioned photos, screenshots, and a few short videos to deliver simple content that kept people on the edge of their seats.

I produce a ton of content for my business in the form of articles, podcasts, and videos. But when it comes to social, I see the way to go isn't to use the platforms solely as a means to distribute that "official" content. Rather, it is more beneficial (and more fun for all) to create native content for each social platform.

And no surprise, stories, no matter the format, always win the day.

2. Be ready to seize opportunities that present themselves.

When your spidey senses are primed to look for opportunities to transform ordinary into extraordinary, then you'll start to see them everywhere.

Rosie and her boyfriend saw a moment many of us would have overlooked. Instead of letting their observation disappear into the ether, they turned it into a riveting Twitter event.

As a business leader, think about how you can act upon the many opportunities you and your team encounter, and turn it into relevant and timely content (while respecting strangers' privacy).

3. Connections with people drive loyalty.

One of the goals of content, particularly on social media, is to build a relationship with the people consuming it, so they'll know, like, and trust you enough to give you their attention when you have something to say in the future.

A major challenge I see with many brands and even the clients I work with is that there isn't a specific person or small group of people in their communications that their audience can connect with. No bueno.

But as humans, we connect with other humans. Our relationship with people is one of the primary drivers of loyalty. And that relationship can form digitally, even with those we don't know. Through Rosie's play-by-play narrative, we got to know her, her style, point-of-view, and personality.

Because Rosie proved that she could spot and tell and good story, she earned tens of thousands of followers, who want to hear more from her.

As you work to grow your brand, think about how to put a person or a group of people associated with your company center stage, to allow your customers to connect with them personally. Social media platforms have made it easier than ever for you to do that, in particular with micro-content.

You can deliver the remarkable consistently. But that often means being equipped to embrace unconventional methods to do so. Even on social media.

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