We’re written other articles about the power of social media and how it can increase the awareness about your business to your audience. But social media can also tear down your business if people start complaining about your service or product. This is where you need to do some reputation management online and really connect with your audience.
First of all, you need to keep an eye on what is being said about your business.
- Set up Google alerts so you know who is talking about you.
- Search for reviews in search engines and review sites.
- Set up an ongoing Twitter search for your business or products.
People who are active in social media expect to be listened to and answered so respond to any product or industry questions promptly. Also respond to any customer complaints in a timely way. You will hear all the opinions, whether they are good or bad, and you should participate with thanks or more info.
Secondly, create some buzz. In other words, get your customers talking. Don’t just monitor what is going on – join in and add to the conversation. Engage.
- Your blog, email newsletter, social media, and other content should be starting points for conversations.
- Throw a Twitter party or a Facebook contest that people will want to share.
- Find out what your customers want through polls and surveys. If you use a vendor make sure you include them in the conversation also.
- Connect and engage with others on Twitter, Facebook, and LinkedIn to learn about what people are looking for and what they want.
Thirdly, do something with all this information and feedback. Actions speak louder than words so show the customer that you’ve listened.
- Tell them what adjustments you’ve made from their feedback.
- Did you work up a new model or change the package or cost? Let them know that you did what they asked.
Following through will in turn create more buzz…around and round it goes for the betterment of your business. You want customers to feel like they can tell you what they didn’t like about it. If they know that you will listen to their problem and try to improve your business they will feel more of a loyalty to your company. Don’t blast something negative back at them. Listen and learn.
Share the good stuff. Word of mouth is the best advertising. Share your satisfied customer with your followers/fans/friends online and they will share with theirs that they are featured. Most people don’t turn down the chance to have their review in a businesses newsletter, blog, or social media sites.
There are sad stories of companies that responded wrong – or didn’t respond at all – to questions through social media. Instead make your business one of the success stories where even if it was a problem, the company came through smelling like a rose because they connected and did their best to serve the customer.
