Tag Archives: Twitter

How customer experience experts creep out potential customers

You might know I’m a huge fan of Twitter. You get to meet a lot of people, learn lots of new things, and listen to myriad points of view. It’s a great educational and networking tool.

Except.

Except when people forget how to relate to potential customers as human beings rather than sales prospects. Let’s consider these two private messages I received from the same person a few weeks apart.

Always great connecting with another CX professional Annie! We at COMPANY would love your feedback on our new eBook on customer-centric measurement and analytics to help with your customer improvement efforts to reduce churn, increase engagement and fuel growth. 

Message 1: First, it’s nice that the person took note of my human name rather than my Twitter name. Kudos on that. However, I’m curious why they would love my feedback on a CX ebook since I don’t really do any work in CX. Why do they want my feedback? Why do they want my feedback for free? And, wow, what a pretty series of buzzwords – reduce churn! increase engagement! fuel growth! I won Business Bingo with one DM.

Now let’s dissect the followup private message I received a few weeks later.

https://c5.staticflickr.com/4/3490/3724372180_d3306085a7_b.jpgHi Annie. I noticed you didn’t download my prior offer. Well, here’s another one that might be more relevant to you. I’ve summarized my decade long research efforts on the Net Promoter Score in a free white paper, “TITLE OF WHITE PAPER”. One NPS myth is that many customer-centric professionals believe the claim that the NPS is the best predictor of growth. In reality, only 25% of customer-centric professionals believe that claim. Download the free whitepaper to see the other four NPS myths and learn what you can do to improve your customer analytics efforts. Be sure to share it with your colleagues; you’ll be a hero. LINK

Message 2: STALKER ALERT! Apparently they’ve been watching their email list for ME. Checking whether I personally downloaded their ebook. (Ignore the fact that I regularly use an unnamed email account to download these sorts of things because newsletters aren’t my thing.) If I didn’t already download it, but was planning to, those plans just got canceled. Second, their offer? You mean the ebook they wanted me to download so I could give them free feedback? That’s not an offer. That’s free consulting. And lastly, share with my colleagues so I’ll be a hero? My, we think highly of ourselves, don’t we! For a company focused on customer experience, the experience that this potential customer had was less than stellar and less than heroic.

I actually like it when people share links to webinars, ebooks, and white papers. But I don’t like presumptive strangers telling me what I like or what I need or what they think I’m doing. And I definitely don’t like being stalked. So to end on a more positive note, I took a stab at rewriting those marketing messages in a way that is more human, and less stalky.

Tip #1: Get rid of the you and your words that imply you know what I need or want or do.
Tip #2: Never, ever, ever indicate or imply you are stalking. Even though we all do it.

Always great connecting with another CX professional Annie! I just wrote an eBook on customer-centric measurement and analytics to help with customer improvement efforts to reduce churn, increase engagement and fuel growth. If that sounds interesting to you, download it here. Maybe we could chat about it.

Hi Annie. I prepared a free white paper based on my decade long research efforts on the Net Promoter Score, “TITLE OF WHITE PAPER.” One NPS myth is that many customer-centric professionals believe the claim that the NPS is the best predictor of growth. In reality, only 25% of customer-centric professionals believe that claim. Download the free whitepaper to see the other four NPS myths and learn what can be done to improve customer analytics efforts. Feel free to share it with any colleagues who are interested in the NPS. LINK

This lesson in relating to people in a non-stalking way is brought to you by the letter circle and the number orange.

Twitter Stories and Canadian Tire #MRIA15 #MRX

MRIA15,MRIA2015Live blogged from the 2015 MRIA National Conference in Toronto. Any errors or bad jokes are my own.

Tell Your Stories Here
Luke Stringer, Twitter

  • #DaveCalls – a fun trending twitter hashtag with Patrick Stewart where people started holding anything up to their ear with a serious face
  • Luke StringerDid a study with people around a sports game
    • People are bummed out when you take away their cell phones
    • People in the no cell phone room seemed less connected to others, people like to show each other things
    • greater emotional intensity in the moment for the same moment and the same demographic
  • Commander Hadfield knows how to use Twitter
  • 1 billion tweets every 2 days – more words written on twitter in the next two years than were ever printed in every book
  • 312000 about breakfast every day, 600 000 selfie tweets every day, 22 00 tweets about going drinking in the next 25 minutes
  • Content is predictable, peaks at the same moments every day
  • Four buckets of data in Canada [really? this is how the world works, not just canada]
    • to keep up to date, with stories around the world
    • connect with each other
    • discovery, live search
    • unwind
  • 43% of Canadians say they use twitter to procrastinate
  • Connecting with people – share moments of our lives
  • Partnered with NeuroInsight company, examine how different areas of the brain are firing. Looked at personal relevance and emotional relevance and long term memory encoding. This study showed twitter had the highest response in digital medium. The only thing that could beat twitter was personal mail with a stamp on it.
  • 63% of Canadians follow celebrities on twitter – music, tv, fashion. Numbers change by demographics. Huge opportunities for brands.
  • 55% of Canadians follow brands but half of people say they aren’t a current customer, want to hear about offers and promotions but they also just like the content
  • Got 6 times ROI for every dollar spent on movies on twitter

Kimberly SandersonDesigning for Efficiency
Kimberly Sanderson, RBC

  • Team needs to be simple, central, and consistent
  • Avoid recreating solutions to problems, give yourself more time to work on ad hoc tasks
  • The efficient days of famous people look nothing like what the “perfect day ought to look like”

  • you should get to know your peak energy level, know if you’re a morning or night person
  • stop multi-tasking, write a to-do list, limit your distractions including emails, work in 60 minutes spurts, leverage technology
  • multi-tasking lowers your IQ by 10 points
  • try branding your team at work, even if you aren’t an external product that needs a brand
  • stop activities that don’t add value to your team.
  • don’t hire the same people on your team. hire people who complement, who don’t have the skills you already have. don’t look for duplication in your hires. use folders. archive old files. avoid keeping duplicates. Separate ongoing and completed work. Create backups. If all else fails, have a search function. Don’t save on your hard drive.
  • use a central hub for their reports, templates for everything, every employee has transferable research skills but also specializations

Tested for Life in Canada
Cedric Painvin, Canadian Tire

  • handed out a towel to everyone in the audience. it is designed to stay cold for a couple of hours once you get it wet
  • want to be known for innovation not being an old company, want to be known for quality, want to be known for life in canada better than any other retailer in canada
  • They have a group of people who test products and when these canadians approve of a product, the product gets a sticker on the package
  • Products are picked by the marketing group and the merchants. The analytics team looks for testers in their database. Product is shipped to the person. Sometimes they just say use it, other times they are told to use it the way they normally would. Give 2 to 3 weeks to use the product.
  • Cedric Painvin70 000 people wanted to be a part of their testing team. but all they knew was their name and email address. Started using just an excel sheet but then switched to their own online panel the next year in 2014. Added a gated community in 2015 – like facebook for the most engaged product testers they have – 4000 people here.
  • 15 000 testers, have collected 150 videos from testers, films created by professional media, 1000s of profile variables – every question answer is added to the profiling data, 190 products tested, 20 different product categories. Get feedback in 1 to 2 days. Response rate to screeners is around 60%.
  • Sent a window scraper to their testers who overwhelming found a glitch. The company fixed the glitch and now version 2.0 is in stores.

 

Related articles

Digital and Social Media impact on Research with Twitter, Google, Facebook, Rogers #MRIA15 #MRX

MRIA15,MRIA2015Live blogged from the 2015 MRIA National Conference in Toronto. Any errors or bad jokes are my own.

Panel – Digital and Social Media impact on Research
Twitter/Google/Facebook/Rogers – Sponsored by Ipsos
Gayle Lunn, Ipsos UU

  • Industrial revolution, mass production/consumption which changed the quality of people’s lives, digital now lets us to do things differently and impacts the way we think
  • Luke Stringer from Twitter – startling change joining Twitter – speed of things changing is very fast, challenges the research method. Product is very different today from what it will be in one week or one month. Culture is very collaborative, work spaces are collaborative, completely open concept [booooooooooooooo!] There are tables around so people can meet and talk. Culture of failure is embraced, test and fail fast.  They test every minute change to the product.
  • Alexandra Cohn from Google – Came from ipsos, overwhelming amount of data and knowledge. Like drinking from a firehouse. Acronyms for everything.  What do you need to know and what can you ignore. Speed is overwhelming. Completely different mentally, not asking, the data is behavioural. Fully transparent and collaborative culture, always available to anyone. No one keeps data to themselves.
  • When you join twitter, you give your name and email. They don’t know who you are as an individual.  Why do you use twitter – they don’t know that. You can apply traditional techniques to understand that. You have to ask questions.
  • Not everything can be done in no time. There’s a lot of pressure to do research fast, get answers cheaply.
  • Will google surveys replace traditional surveys?
  • Collecting too much data is a bad things, especially from consumers.
  • Despite all the internal knowledge, they still need to pair internal data collection with elicited data. It’s enrichment of data.
  • Google surveys is only ten questions by design. Partnering with the full service companies is where they get their strength because google isn’t researchers. They provide the data, they are the platform. Still need researchers to interpret the data, researchers know how to ask the good questions. Not just anyone can ask a question.
  • Twitter is a mobile first company. Rich media is limited, on purpose. There is always a place for longer form surveys, rightly or wrongly.
  • Data scientist is a title that has to be earned.
  • A lot of collaboration is behind the scenes, not public, and you can’t talk about it. But there is a lot of collaboration among clients. Collaboration is driven from the outside. Clients can’t operate in silos anymore, they need data from a wide range of people.
  • Digital is held to a higher standard than other media. People expect you can link data but you can’t always do so. You can’t always use JUST data to complete a model. Big expectations that models will drive income.
  • Right now we pay for view but maybe we will eventually pay only if someone follows or only if someone makes a purchase – pay for desired behaviour.
  • Like to append their data to market data to see true ROI. Research explains why one campaign worked and another did not. Which specific type of content drove the result.
  • Just “knowing” something works is not enough. They want and can get precise numbers.
  • What is the value of a Twitter like versus a Facebook like? Need to be able to measure this. Models are wonderful but they don’t matter. Metrics matter.
  • TV ads existed for a long time and we had ways of measuring the outcome, same with print and radio. Twitter has to figure it out for themselves instantly, not over decades.
  • Industry is evolving but not fast enough. Privacy laws are very challenging. Internal struggles between product development and engineers, all have their own internal objectives.
  • Rely on industry to tell them what the cool things are, where the industry is going. Partnered with academics to understand impact of being exposed to twitter versus other media in terms of how brains are reacting. Have and are exploring neuroscience to understand their product.
  • Investing in machine learning and artificial intelligence. If you want to learn the direction of the company, look at who is on their board.
  • How do i read irony in a google search query? 2/3 of top AI people in the world work for google.
  • How can we collaborate more effectively. External partners come with ideas as opposed to we just want to work with you.
  • It doesn’t have to be unique data. We just need to properly marry the data.
  • It’s okay to fail in this safe space, with appropriate checks and balances
  • Sometimes, retweets and shares are the right measure for you. Other times, ROI is the right measure.
  • How do you attribute a click when someone saw six ads along the way and then finally clicked on one.
  • Collaboration can lead to indecision because no ones in charge. Must hold everyone accountable for specific objectives. Make it directly related to reviews.  Course correction is ok. Autonomy is important.
  • Collaboration is not leading my consensus. One person must be responsible for the outcome.

Interesting Infographic: How top brands are using Twitter

Even though this infographic is out of date, having first been published in January 2014, the points it lays out are still relevant today. Jade Furubayashi from Simply Measured describes the Twitter practices of the top brands including how many times they tweet every day and how engagement is affected by the number of followers. But don’t misinterpret that correlation by buying yourself 100,000 followers. Paid followers won’t add to your engagement and they won’t love and adore your brand by sharing, tweeting, and retweeting. Only genuine brand love creates engagement.

WAPOR Day 1: Why are Google, Facebook, and Microsoft so far ahead of us in research? #MRX

WAPOR opened with a bang as David Fan described the statistical techniques he used to organize the accepted papers into relevant bunches. The key terms included cluster analysis and the traveling salesman approach as a number of presenters were asked to determine which of the other accepted papers were most similar to theirs. One of the methodological issues that had to be dealt with was that some presenters were forced to back out at the last minute such that the carefully designed grouping didn’t end up being perfect. Alas, as with every research project, errors creep in.

And in case you’re curious, no, there was no parade of WAPOR figure heads each welcoming us with a short prepared talk. There were no dance routines, fun videos, or Nice tourism representatives. Yes, a room full of data geeks got a truly geeky talk from the head geek.  I’m still chuckling about it. 🙂

Rather than summarize the talks I went to, I’ll mention a few interesting tidbits and a few thoughts that came to mind for me.

  • Do you ever consider responder needs, not your own needs? When you’re designing surveys, do you ever really think about what the responder needs as part of the research process? I know you want quality data and you want to design surveys that generate quality data, but do you really think about the fact that responders may want to answer a survey on a phone because they can take it to a private room or a quiet room?  Similarly, do you realize that people may not want to answer a phone survey because there are other people in the room or it’s too noisy for them? Stop fussing over whether you do or don’t want people to take a survey on their phone. Give them the tools to give you the best data they can – from a quiet room, a private room, or anywhere.
  • People don’t fan pages they don’t like. One of the speakers mentioned that people don’t fan brand pages if they aren’t truly fans of the brand. Well, that’s not completely true. Many people ‘fan’ or ‘like’ a page so that they can leave a complaint or criticism on it. Or, they want to monitor what the brand is doing to see how it compares to their loyal brands. Or, they like the page to learn about discounts and coupons that they can redeem with their own brand. Whether Facebook or Twitter, it doesn’t matter what the social network names the buttons – people will click on the button that suits their purpose.
  • Social media data has yet to be validated. Someone also mentioned that social media data is taking a while to become widely used because the data itself hasn’t been validated yet. For instance, if someone tweets that they went to McDonald’s, did they really go to McDonald’s. I found this comment kind of funny coming from someone in the survey world. Hm… if someone says on a survey that they went to McDonald’s, did they really go to McDonald’s? Something to ponder!
  • Why are Google, Facebook, and Microsoft so far ahead in research? This comment came up as a tangent and was never answered by the speaker, but I’ll take it on here. Why? Because they aren’t research companies. They don’t have to fuss and fret and worry that their norms and standards will be royally screwed up. They aren’t worried about fitting 412 questions into 5 minutes of survey time. They aren’t trying to figure out how to make their product ‘fun.’ We DO have to worry about these things. Actually, I disagree that we have to worry. If we keep worrying as we have been, then Google and Facebook and Microsoft will wipe our faces with their research. If we don’t get with the times and become our own thought leaders, that’s what’s going to happen. Be aware of your norms and be cautious as you change them. Make the research experience enjoyable as it should be. It’s your business at stake. Stop talking. Start doing. (me included!)
  • Are AAPOR guidelines too American? You know, I never really thought of that before. There are a number of organizations in the research world that want to be global. Given that WAPOR is the world version of AAPOR, I must conclude that AAPOR does want to be global. Yes, as was mentioned during today’s talk, most of the AAPOR guidelines are drawn with first world, English countries in mind – everyone has a phone, everyone has a smart phone, everyone has a physical legal home. Do the AAPOR guidelines make it easy or even possible for people in other countries to conduct ‘good’ research? It’s worth a ponder.
  • Let’s stop the probability/non-probability debate. Hear hear! I don’t believe there is such thing as a probability sample in the human world (generally speaking). Yet, AAPOR continues to promote the idea. You see, even if you COULD know an entire population and select a random sample, people will still decline to participate, quit participating, answer questions incorrectly, misread questions, lie on questions, etc. The assumption is that probability samples create perfect data and this is just never the case. I would love it if we could just drop the whole probability superiority complex and get on with our work.
  • Candy is a legitimate snack. Breaktime featured a fine selection of…. candy? yes, candy. For the second time today, I was happily shocked. Someone later mentioned that fruit was also available but I don’t know what that is and I didn’t see it. So they lied.

And that, my friends, is the Day 1 wrap!

GUN control, he said GUN control!  🙂

I Am Your Stinky SeatMate

With more than twelve hours of flying time and four hours of layover time ahead of me, it was difficult to look forward to a conference where I would give a presentation on social media research to hundreds of people. However, given that the trip would land me in the 13 century city of Stockholm, with its cobblestone streets, ancient palaces, and stunning architecture, the impending cramped legs and utter boredom seemed worthwhile.

My journey began in the Canadian prairies when I parted with my checked luggage at the Saskatoon airport. My luggage immediately headed westbound to Edmonton, a city not even on my eastbound itinerary, and I, after numerous flight delays and a subsequent cancelation, headed back to a hotel room overlooking a garbage dumpster. Leaving for Stockholm would have to wait another 24 hours.

As a vocal marketing researcher who specializes in social listening research, I’ve taken careful steps to maximize my online exposure to as many relevant colleagues as possible. More than seven thousand professionals follow my Twitter account where I share my thoughts about how to conduct high quality social listening research. More than a thousand people have friended my Facebook account, a place where I share some of my marketing research thoughts but far more personal thoughts, opinions, and rants. Nearly four thousand people have connected with my LinkedIn account, a social network for professionals and business people, many of whom travel – a lot.

What does that mean? It means that more than seven thousand people on Twitter, plus the thousands of people they shared my tweets with, were exposed to my frustrations via tweets labeled @AirCanada, #IAmYourStinkySeatMate, and #LostLuggage. On Twitter, I shared the fact that my ‘free’ breakfast voucher did not cover the cost of a basic breakfast. I shared images of the highly fragrant toiletries I received but could not use, including an advertisement for the toiletries themselves. I shared my disappointment in not also receiving a t-shirt (easy resolution), socks (easy resolution), or underwear (Yes, I’ll admit, difficult.). Since tweets are public, and they are now searchable in social media listening results and Google search results for years to come, I was careful to maintain a mild level of professionalism during my frustrations.

On the flip side however, Facebook has a higher degree of privacy than Twitter. In the best case scenario, only the thousand people I am friends with on Facebook will ever see what I post there. It is there, on Facebook, that a thousand of my closest friends listened, watched, and sympathized with how I really felt. On Facebook, my close friends and family, the people who are most influenced by my personal opinions and brand experiences, listened as I bemoaned how my luggage was lost before I even saw an airplane. They sympathized as I wandered from airport to airport, from help desk to help desk, asking agents for the whereabouts of my luggage. Thousands of people saw the brand name Air Canada next to phrases like “Your bag probably fell off the line” and “We can’t seem to locate your luggage but it will probably be in London.” My friends and family saw images of the pathetic hotel room I was given, and 6 second Vine videos of toiletries that I couldn’t use because they weren’t what my doctor recommended.

It wasn’t only Air Canada that failed me though. There were many opportunities for other companies to become knights in shining armour. A desperate tweet to Aveeno led nowhere. No tweets of sympathy, no surprise package waiting for me at the end of my journey. And oh, how I longed for clean socks and underwear, precious items nowhere to be found in the airports. A tweet to Hanes resulted in no sympathy tweets nor offers to supply the items either. Though fellow tweeters also shared my call for assistance with their thousands of followers, nothing happened. I could have been profusely praising Aveeno and Hanes right now but, rather, I am sharing my disappointment in a very public forum.

But let’s ignore the cancelled flight and lost bags for a moment. What were Air Canada’s biggest fails, the reasons that I ended up being so vocal?

They passed the buck. They expected me to find and speak to the right person after getting off an eight hour flight. They should have done the speaking for me. They have the computer system in front of them. They know the right people to talk to. They know how all the airports and airlines work. They should have greeted me at my next connection with a message updating me on status of my lost luggage. Instead, I tweeted.

They chose the wrong language. They “invited” me to speak with an agent on my arrival at a strange airport in a foreign country. Perhaps I misunderstood, but I was not begin invited to a birthday party. They seemed to have forgotten who made the mistake. So I Facebooked my disappointment.

They chastised me. With a presentation to hundreds of my colleagues on the horizon, forgive me when I do anything I can to find the luggage with my presentation clothes and shoes. Of course I send both tweets and Facebook messages to Air Canada. There was no need to slap my hand with a patronizing comment that my messages had already been answered elsewhere.

And on that note, have you heard about Chester the Cat? Hundreds of retweets later, thousands of sympathic followers later, and millions of highly memorable and salient social media impressions later, Chester the Cat was finally found on June 18, 2014 after being lost by Air Canada for an entire month. Skinny but alive. I’m glad I only lost my luggage.

You Don’t Own Me

I have thousands of friends, fans, and followers. Over a thousand on Facebook, nearly four thousand on LinkedIn, and almost eight thousand on Twitter. Most of them are marketing researchers, and they read and monitor everything I write.

Follow me on Twitter! @woofer_kyyiv

But let’s flip that on it’s head. I follow thousands of people on Twitter, I’ve friended over a thousand people on Facebook, and I’ve Linkedin with thousands of people on LinkedIn. And you know, it feels kind of creepy to hear other people say they ‘have’ me as a friend/follower/link, that I am one of the thousands of people they have in their little black book.

First of all, I love that many of the people I’ve connected with can now be counted as friends. Twitter, Facebook, and LinkedIn conversations over the years have led to lots of friendships with people around the world, people I would have never met otherwise. But, the connection does not necessitate that we’re friends. We have may crossed paths at a conference, shared a cubicle wall at a past employer, or discovered via fourth order connections that we both love charts/statistics/data quality/ukulele. Connections yes, friends, not necessarily.

Second, I don’t read everything they write. I don’t even see or care about everything they write. Indeed, I know I’ve forgotten that I’ve even linked, friended, or fanned some of them.

Finally, as the person I follow, you don’t ‘have’ me. I made an individual decision, without your assistance, about who I follow/friend/link and why. At the drop of a hat, exuberant use of curse words, racism, sexism, or other forms of hate messaging will result in me deciding that I no longer care to follow or friend you. I’ll even unfollow you if you share heart-warming, uplifting, inspirational quotes all the time. Maybe you love them, I don’t. So with that in mind, consider me as someone who has graced you with an increased follower count. Temporarily. At my full discretion.

If anything, I ‘have’ you.

I don’t have any followers. There are, however, thousands of people who have chosen to follow my accounts. It’s a big difference.

3 Reasons why I’m breaking up with Twitter

I’m on Twitter a lot. I tweet a lot, I read it a lot. But I seem to be gravitating more and more to Facebook even though the powers that be tell me Facebook is about to implode. But I’ll tell you why I’m dating Twitter less than I used to.

  1. It’s getting harder and harder to talk to a person. As people realize the value of branding, more and more Twitter accounts are being named after companies and brands. They tweet endlessly all day long and attempt to engage in conversation. But I really can’t remember the last time I picked up a box of Cheerios and had a fun and interesting conversation with it. I talk to people, not brands. Even though I deliberately follow people over brands, my Twitterstream is an endless list of brands and companies, as if every human has stopped tweeting. Why not sign each tweet with -Annie, or put -Annie in your user bio. Yup, change your user bio every day depending on who’s tweeting.
  2. More and more people are begging to be followed. Outright asking for people to follow up them. No, they aren’t buying followers and I do appreciate that. But I don’t appreciate tweets along the lines of “Hey LoveStats, I love your tweets. Please follow us.” You see, if you tweeted with me even a couple of times, I would have reviewed your tweets and determined for myself whether your tweets were of interest to me. In other words, if you’ve tweeted with me and I’m not following you, it’s likely because I don’t want to follow you.
  3. Fewer and fewer tweets are personal. As I already said, I prefer to talk to people. And have lunch and play with their kids and do embarrassing things. It’s fun to read these things because first of all, well, they’re fun. And second of all, it helps me get to know you as a person, you as someone I’d like to talk to. I firmly believe there is a healthy balance between professional and serious, and fun and friendly. As a market research community, we are losing the right balance.

In conclusion, please treat me like a person wearing pink socks and eating chocolate, not a robot that might open a wallet for you.

How to create a great twitterstream

There are a few basic rules to creating a great Twitterstream. The most obvious ones are

  • Follow people with similar interests
  • Don’t follow people who only tweet marketing messages
  • Don’t follow people who only tweet inspirational messages
  • Don’t follow people just because they followed you first

These tips will ensure that your Twitterstream is generally interesting and relevant. But, you’ll still see lots of irrelevant and uninteresting tweets with this method as most people like to create a bit of variety by tweeting off-topic once in while. It does potentially create a more fun reading pane for those just looking for something fun to read. savesearc

But, if you’re rushed or really need to focus, an open Twitterstream can sometimes bog you down. One of the best things you can do is create the perfect search string. For instance, here is the search string I use

esomar OR casro OR #mrmw OR #mmrx OR #mrx OR #newmr OR #ngmr OR #amsrs OR #mria -smut -bieber -directioners lang:en

The essential features are

  • Choose your favorite hashtags and insert “OR” between each of them
  • Choose terms you NEVER want to see. In my case, my stream is completely wiped of all things bieber and directioners. Just insert “-” before each of the dreaded words
  • Choose a language.  I only want to see English tweets so I type “lang:en: at the end of my search string
  • Run the search and then save it

As you use the search string every day, take note of which hashtags need to be added to the list to include or exclude more tweets. Re-save your search string and then delete the old one.  After a few days of adding and removing terms, you’ll end up with the perfect, highly relevant search string. Enjoy!deletesearch

[To delete an old search string, run the old search string. Then the delete option will appear in the corner.]

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