18. Anticipate a customer’s needs.

Imagine that you manage the Twitter account for Nike. At least twice a day, you search for mentions of the company and questions about products and services. Today, you found this tweet.

TWITTER.COM chrisbushkin Chris Bush does anyone know where i can get Nike Total 90 Supremacy’s from .. Size 11 FB ..

18 seconds ago This is a great opportunity to reach out to a potential customer proactively. You may invent information to include about the product. Just be sure to stay within Twitter’s 140-character limit. If you want to refer to a web address, you may include a shortened link (using the web address “bit.ly”).