Customer Isn't Always Right
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Customers are (or can be) the worst! One bad interaction and they will light up your social media channels. As a marketer, your goal shouldn't only be to market whatever it is you're selling. You also need to practice reputation management for your company. Harness the true power of social and take control of your messaging and reputation by responding to complaints. Additionally, we'll touch on employer branding and how to navigate the world of anonymous employee reviews. We'll Outline: • 4 social platforms you should look at • How to claim your company page on different platforms • Why and how to respond to negative reviews
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Customer Isn't Always Right
- 3. Why are Reviews Important You get the chance for feedback You get the chance to see cogs in your system Turn great customers into advocates You have one last chance to make it right
- 4. 91% of consumers read online reviews https://www.brightlocal.com/learn/local-consumer-review-survey/
- 5. This Is No Longer About You Social Media Magician Branding Maven Digital Marketing Ninja
- 6. It’s all about our customers
- 7. You are Customer Experience Creators You control the response You now have a second chance to change the narrative Be proactive for your clients If you do make a mistake, own it, and make it better
- 8. No one is perfect
- 9. 68% of consumers trust reviews more when they see both good and bad scores (Econsultancy, 2012)
- 10. The Overshare People want to share their experiences The Good The Bad The Ugly
- 11. of unhappy customers will return if an issue is resolved quickly and efficiently 95% The National Association for Retail Marketing Services (NARMS)
- 12. Response Address Promptly Responsive, Not Reactive Move Conversation Offline Highlight the positives of the review Ask Questions
- 13. Create an in-house review team Think about your customer Add social channels to your existing customer service department What can you do to stop the review before it happens? Where in your sales process can you collect feedback
- 14. Social Platforms To Claim Claim the page(s) for your business (there could be more than one) Update all the information, hours, locations, payment methods Add Professional Pictures and a summary of what you do Click “Get Notifications” for all reviews
- 15. Google
- 16. Facebook
- 17. Houzz
- 18. Yelp
- 19. The Unpleasantness Sometimes a customer is unrealistic Sometimes it’s just an oversight Feedback can sting But no one/company is perfect.
- 20. Not only your customers review your business
- 21. Employee Review Sites to watch and claim Indeed Glassdoor Kununu
- 22. Response Address Promptly Responsive, Not Reactive Move Conversation Offline Highlight the positives of the review Ask Questions
- 23. Key Takeaway
- 24. Closing Thoughts Respond to your reviews, positive and negative Be where your reviews are Acknowledge mistakes, post a public apology, try to make it right Try and personalize your message
- 25. Questions?
Editor's Notes
- Welcome. Overview of Toledo Online Marketers Meetup. Thank you to Seed Coworking for hosting us tonight and co-hosting the event. Gene Powell will be presenting after I'm finished so please stick around.
- Who here has a website and/or builds websites for others? ** I'm going to share with you 5 (of the many) ways you help convert more of your website traffic into leads or conversions.
- Announcements: Stick around because Gene Powell from Seed is up next. I’d love to hear any ideas for future topics to cover or other speakers that you’d like me to track down. See me or send me a message through the Meetup platform.