By David Meerman Scott, Author of The New Rules of Marketing and PR: How to Use News Releases, Blogs, Podcasting, Viral Marketing, and Online Media to Reach Buyers Directly
The other morning, I popped over to my local Nordstrom store to check out what’s new for spring. Dave Angiulo helped me choose some styling shirts that I can wear with my blue Peter Millar suit.
As we were heading to the cash register, Dave asked me if I was on Twitter. It was a very low-key, casual question. It did not feel pushy in any way. “Absolutely,” I said. “Are you?” He gave me his business card, which included his Twitter handle: @NordstromDave. Damn. I wanted to learn more.
Dave said he uses Twitter to keep his customers informed. He tweets photos of clothes he likes. Sometimes he comments on what’s happening, like this tweet on the Academy Awards: “I think my vote goes to Colin Firth for best dressed last night… or maybe Tom Hanks. Just proves again that you can’t go wrong with a classic look.”
Dave also told me that he has a bunch of clients who he sends direct messages to. He knows their tastes in clothing, and when something new comes in, he informs them, privately, right away. This real-time effort frequently generates immediate sales, as Dave already has his customers’ sizes and payment information, and he ships the items right out. Brilliant.
As I was checking out his Twitter feed upon returning to my office, I found myself fascinated by a video that Dave pointed to about Ex-Girlfriend jeans. Dave’s not too fond of them. Can’t say I blame him. His tweet read, “Not sure I’m up on this skinny jeans for men thing… slim, straight is okay, but “jeggings” for men? Video from @GMA: http://abcn.ws/idsVn2.” Others jumped into the Twitter discussion.
This is how you use Twitter at work!
In a corporate environment where many companies fear letting employees use social networking, Nordstrom is doing it right. Yes, there is a corporate @Nordstrom Twitter account, but Dave’s personal touch is a fantastic way to use Twitter for business, pushing the interaction down to people who work directly with customers.
To be sure, this is Dave’s initiative. He’s making it happen. But the effort is fully supported by Nordstrom. Dave has access to computers and iPads at work to tweet, and he usually uses his personal iPhone for the photos.
I’ll DM @NordstromDave the next time I need something. I want to make sure he’s there before I go in.