Published on March 12, 2014
Managing Positive & Negative Social Media Comments
Should You Care?
Did you know that 72% of consumers said that they trust online reviews as much as a personal recommendation. On that same note, 96% of consumers said positive reviews make them more likely to do business.
Make sure you can be found
Your Google+ page helps you build a loyal fan base. Your customers can show their appreciation with ratings and reviews, use the +1 button to endorse your content, and re-share your posts across the web. example
Ask for the review at point of sale
Of course your customers need to be happy to leave a good review!
Never Ever pay for reviews!
Should you offer a refund or discount?
Customer reviews are an important driver to offline consumer behavior.
Push bad reviews down the page
• Ask for it • Make it simple • Find best review sites for your industry • Focus on one or two review sites at a time • Never pay for reviews • Should you give discounts or refunds? • Not all conversations are on review sites • Create good content to overwhelm the few bad ones
Take a Time Out
“Don’t eat here! They had poison in my milk!” Not recommended: “We did not put poison in our milk.” Recommended: “Our milk is highest quality with no additives and is inspected regularly by the FDA.”
Hello. My name is [ ] and I am the owner/manager of [______]. First I want to thank you for [ ] with us and thank you for your valuable feedback. I take your comments very seriously. Please accept my personal apology for your unsatisfactory experience. [outline their concerns]. Then explain what measures you have taken.
The food is pretty good-ish, but the customer service is horrible at this location. I got their on a Sunday at 11:50 and noticed they didn't open until 12. Then someone decided to open the doors and let us in. We were about to be seated when a lady told us we actually need to leave because they didn't open for another 20 minutes. Kick us out after you let us in? Doesn't seem right. Every time I go there it's full of grumpy girls and I don't really like giving my money to a place like that. Actual Review – business issue
Response from the owner a month ago xxxxx, I am so sorry to hear about your visit. I am extremely disappointed in the staff and that you got treated this way. My name is xxxxx and I am the General Manager who takes great pride in the food that we deliver and more importantly in our customer service. I will use this as a teaching and training moment with my staff to learn how to be better and improve our customer service. I take pride in our store and I hope you will visit us soon so we can show you how awesome we are and we can meet you. Thank you again for your valuable feedback that will be put to good use! Sincerely, xxxxx Good Response - Actual
• Stay calm and cool down • Is it worth responding? • Follow site rules • Remove false reviews • Research incident • Customer point of view • Respond privately to resolve • Respond publicly • Be polite at all times • Learn and move on
Real Example Will not be going back to xxxxxx again since a cockroach crawled out of our popcorn bowl tonight. It's too bad, we used to really like the place. The waitress just tried to pretend it didn't happen once we killed it because she was too freaked out to do anything.
Online reviews are not important to my business. It’s OK to insist the person is wrong. It is not recommended to argue with the reviewer. I will pay for reviews. When someone posts a review I do nothing. I should look at social media sites for mentions. I can never have a malicious review removed. I prefer to respond privately when possible before posting publicly. I can wait a few days before I respond. My employee can respond to negative reviews. Agree – Disagree - Depends
Wayne Sturm Alaskarama.com Google Trusted Business Photographer (907) 373-7374 Sandi Sturm InboundTrain.com Inbound Marketing Specialist (865) 336-2699
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