19. How to avoid bad reviews
1. Give great customer service. Don’t
tolerate less.
2. Make it easy to complain; don’t get
defensive when people do
3. Follow up immediately, try to resolve
issue
4. Take the time to respond to every
negative review online
5. Never fake reviews
6. Communicate with your competition
20. Spotting Fake Reviews:
All marketing speak
A single review
Repeated reviews
Polyamorous reviews
ALL CAPS
Axe to grind
Hyperventilating negative reviews
Using "brand approved" version of the name
21. 6 Ideas to Build Trust with Social Media
Thought Leadership Share tips, articles, industry research, local events
Transparency CEO or owner blog
Handle big announcements online
Quick & Responsive
Communication
Respond rapidly to online complaints
Thank negative reviews, address each problem
Don’t get defensive
Accountability Show progress
Admit fault
Fun & Simple Engagement Polls, questions, ask for feedback, give prizes
Social Responsibility Demonstrate you care for the world around you
A brand is a promise, an expectation.You only control a small part of your brand, the rest is controlled, collectively, by the marketplace.This is increasingly true with the advent of the internet, and the art of conversation.Self described as “Corporate activists seeking to put a human touch back into the corporate world through the use of technology.”A set of 95 theses about how to do business in this “newly connected marketplace” – and they suggest that the web has subverted most major business functions, but certainly marketing.They will have an opinion of you, guaranteed, but you can only inflluence it so much
Modern brand funnel – this is important because the advent of the shift with online communications, has subverted the power structure – brands don’t own it, people do – this really forces PR people into the marketing funnel like never before
Remember the video? Google searches? Youtube searches? What contributes to your online reputation?SearchMainstream MediaSocial MediaConsumer Generated Media
Regarding Authenticity….
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
Just a funny feeling……All businesses feel this way!
For complaints - form on web site, email, phone #, comment box, posting owners emailWhen you respond, sometimes this turns golden; disarm the relationship (limits the chance of bad spam reviews(never do reviews or do them for your clients)OTHER IDEASRespond to customer complaintsAsking sites to take down incorrect informationUsing online feedback to influence product development or customer service practice(AWC Facebook poll led to adding two new courses for summer: Phlebotomy and BIO)As a consumer, be wary (30% of reviews are faked)
From Forbes – Brent Gleeson, former Navy SEALhttp://www.forbes.com/sites/brentgleeson/2012/10/31/6-ways-brands-build-trust-through-social-media/
Just a funny feeling……All businesses feel this way!
