At the same time that we listen to our users in order to understand them, and to address their specific issue. We can use the information they are providing to improve our existing products, by addressing where things are going wrong.
Twitter is also a great way to ask for suggestions to improve a company’s customer service or product development; it is a great tool for asking user opinion and advice, a great tool to integrate user opinions in our processes and a sure step in truly becoming a more user-centric organisation.
We are not saying that you should sit back and let your Twitter Followers take any important decisions regarding strategy or new product development, but the wants, needs and ambitions of Twitter users are a valuable sounding board. The instantaneous elements of Twitter mean that you can gather user opinions about aspects of your business where you couldn’t do it before. With Twitter you can have pretty good data back in a jiffy.
If you are interested in asking your Followers for their opinion, then there are some great tools that allow you to run Twitter polls. i.e. PollDaddy, or TwtPoll allow you to post a question on your Twitter account and provide the page where users can choose the answer. Possibly the cheapest form of market research you could hope for and you’ll be getting answers from users interested in your company or your products.