The more human a brand is on Twitter — they @ or DM people about their questions/comments about the brand, they post more than just links, perhaps give insight into the everyday workings of the company — the more I want to pay attention to them. I don’t have Comcast, but I know that many people have had great experiences with @ComcastCares, and I figure that it will be very difficult for someone else to take up that mantle in the future… the “one face of the brand” method on Twitter is quite the gamble.

On one hand, I see how brand-as-Twitter-handle is a great thing for recognition. On the other hand, I also see value to brand-plus-surname handles, just to separate out who’s saying what, and to give readers a choice of personalities and perhaps types of content (one person might be in customer service, one in development, etc). I don’t know if there are company/brand Twitter handles that are being posted to by multiple people, but I’m guessing there might be, and I have mixed feelings about that.

As for wanting a Lion Brand store in Boston, I can’t believe I’ve had so many comments from various venues about that one little statement! I *know* that Boston is home to several high-quality yarn stores. I’m finding that I’m running into more and more, for lack of a better description, yarn snobbery than I ever imagined, especially in the Boston area. For a girl like me who grew up in the yarn sections of Jo-Ann’s, A.C. Moore, and places like it, I have a place in my heart for economy yarns, as much as I admire good yarns and use them on occasion. So yes, I stand by my wish for a Lion Brand store, or even some other not-fancy fiber store, that is T accessible in the Boston area.

For me, personally, I am not following many brands on Twitter. I follow @comcastcares and that follow saved them my biz, Dunkin Donuts – thought I’m not impressed with their use thus far, Whole Foods and a few Zappos folks. Oh and of course @garyvee.

I am personally getting more out of those with personal brands – the super smart, cutting edge folks.

In both cases it’s the personalities as much as the brand. Right now, I am the voice on Twitter and FB for my brand, others in my company are on Ravelry. I love hearing from Tony at Zappos and Gary at Wine Library, but they are not tweeting non-stop.

I struggle with this issue though, because what if I want to pass the baton and have someone else do what I am doing. Will the effect be the same? In terms of the brands I follow, I can see the other side of the equation so I look at it differently. For the average consumer, not so much. If I post on someone’s blog who is using a yarn they bought from me, 9 times out of 10 they freak out that I would comment on their blog. I don’t expect the same from larger companies. What happens when Frank @comcastcares goes on to his next great thing? Will I stop following them or drop my service? No, only if the service I expect to receive changes. But at the same time, Wine Libary TV would be at a deficiet to replace Gary if he moves on. . .. I don’t think there’s a blanket answer.

Not sure I’ve answered this well, but I do know one thing for sure. . . you don’t need a Lion Brand Store in Boston

Oh – and I need to get my butt to the next breakfast.

Kathy
WEBS – America’s Yarn Store
http://www.yarn.com