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Alan Stevens
The MediaCoach
Twitter: mediacoach
Keep the customer
satisfied
Text
Is your business
like this?
Or like this?
What do customers know about you?
• PAID
• OWNED
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites,...
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites,...
Where will they talk about you?
Text
A negative tweet could cause a business
to lose 30 customers
(Convergys Corporation, 2009)
What do reviewers review?
What do reviewers review?
Customer
Service
There is no product
or service good
enough to overcome a
bad customer
experience
Where do
customers
put reviews?
Text
How to be top on
Tripadvisor
What prompts a review?
• Being asked
• Quantity of previous reviews
• Experience differs from expectation
• No other chann...
Ways to get reviews
Ways to get reviews
• Personal request
• Post-visit email
• Regular email
• Physical reminder
• Call to action on website
Ways to get reviews
Tripadvisor Insights
Dealing with negatives
• Provide non-review paths for feedback
• Links to support in emails
• Live resolution/escalation
•...
Responding to comments
• Quick, not immediate
• Know the rules (No personal insults..)
• Decide what level to reply at
• C...
Crisis, what crisis?
• One bad review isn’t a crisis, unless:
• It’s from a celeb
• It’s retweeted or shared
• It highligh...
• You can prepare for any potential crisis
• You can set up a communications plan that
will work in any situation
• Crises...
• Behaving well towards your customers at
all times will help to save your reputation in
a crisis
Essential qualities
• Transparency
• Humility
• Contrition
• De-escalation
• Move the conversation offline
• Perform an act of goodwill immediately
after the crisis
• Declare the crisis over
Alan’s 4 point review
plan
1.Encourage reviews
2.Pay attention to what they say
3.Share your good reviews widely
4.Respond...
Alan Stevens
The MediaCoach
Twitter: mediacoach
alan@mediacoach.co.uk
Keep the customer
satisfied
Thank You for
listening
Keep the customer satisfied ppt
Keep the customer satisfied ppt
Keep the customer satisfied ppt
Keep the customer satisfied ppt
Keep the customer satisfied ppt
Keep the customer satisfied ppt
Keep the customer satisfied ppt
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Keep the customer satisfied ppt

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Presentation at Caffe Culture Show, Olympia, London, 14th and 15th May 2104

Published in: Business, Technology
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Transcript of "Keep the customer satisfied ppt"

  1. 1. Alan Stevens The MediaCoach Twitter: mediacoach Keep the customer satisfied
  2. 2. Text Is your business like this?
  3. 3. Or like this?
  4. 4. What do customers know about you? • PAID • OWNED • EARNED
  5. 5. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED • EARNED
  6. 6. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED
  7. 7. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
  8. 8. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
  9. 9. Where will they talk about you?
  10. 10. Text
  11. 11. A negative tweet could cause a business to lose 30 customers (Convergys Corporation, 2009)
  12. 12. What do reviewers review?
  13. 13. What do reviewers review? Customer Service
  14. 14. There is no product or service good enough to overcome a bad customer experience
  15. 15. Where do customers put reviews?
  16. 16. Text
  17. 17. How to be top on Tripadvisor
  18. 18. What prompts a review? • Being asked • Quantity of previous reviews • Experience differs from expectation • No other channels • Unresolved issues • A very good or bad experience
  19. 19. Ways to get reviews
  20. 20. Ways to get reviews
  21. 21. • Personal request • Post-visit email • Regular email • Physical reminder • Call to action on website Ways to get reviews
  22. 22. Tripadvisor Insights
  23. 23. Dealing with negatives • Provide non-review paths for feedback • Links to support in emails • Live resolution/escalation • Broadcast your willingness to listen to feedback • Learn from negative feedback - a process, not a reaction • Always respond to comments
  24. 24. Responding to comments • Quick, not immediate • Know the rules (No personal insults..) • Decide what level to reply at • Claim your business listing • Public or private?
  25. 25. Crisis, what crisis? • One bad review isn’t a crisis, unless: • It’s from a celeb • It’s retweeted or shared • It highlights a danger • Any of the above, or a series of bad reviews is a crisis
  26. 26. • You can prepare for any potential crisis • You can set up a communications plan that will work in any situation • Crises lead to panic. Preparation allows you to stay calm
  27. 27. • Behaving well towards your customers at all times will help to save your reputation in a crisis
  28. 28. Essential qualities • Transparency • Humility • Contrition • De-escalation • Move the conversation offline
  29. 29. • Perform an act of goodwill immediately after the crisis • Declare the crisis over
  30. 30. Alan’s 4 point review plan 1.Encourage reviews 2.Pay attention to what they say 3.Share your good reviews widely 4.Respond fast, personally and appropriately
  31. 31. Alan Stevens The MediaCoach Twitter: mediacoach alan@mediacoach.co.uk Keep the customer satisfied Thank You for listening
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