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
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
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
11. of unhappy customers
will return if an issue is
resolved quickly and
efficiently
95%
The National Association for Retail Marketing Services (NARMS)
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
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
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.