2. Online Reviews
• Explains how the interaction went with a
company
• Usually rated 1-5 stars
• Positive & Negative feedback
• Check out company reviews
3. Positive Online Reviews
• Makes the company
look good
• Gain trust in the
company
• Reinforces what a
company does well
• Brings more
customers
4. Negative Online Reviews
• Negative reviews can
be turned around
• Can help to improve
company
• Respond as soon as
possible
• Thank consumers for
their feedback
5. Why leave a review?
• Good for the company
• Company can better understand what they
need to do
• Shows the companies
strengths/weaknesses
• People benefit from reading reviews
6. Should companies interact with users in social media?
Here’s some reasons why they should:
•
Gain more loyal customers/clients
•
Gain brand visibility through personal interactions and discussions
•
People would like responses regardless of the issue
7. Loyalty in Customers
Any business or company needs loyal customers to grow
Social media interaction is a huge help!
8. Brand Visibility
"Even if they come to you with a concern or an issue, you’ll
get brand visibility and an opportunity to show off your
ability to quickly and effectively correct the problem"
(DeMeres, 2014).
There is good and bad brand visibility
Social media interaction is an example of good brand
visibility
9. People want responses
On Twitter, 86% of individuals would have preferred
responses (Martiz Research, 2015)
51% do not expect an answer (Martiz Research, 2015), this
should be lower
10. Summary
Interactions on social media is great for companies
This helps breed loyal customers and give better brand visibility
It will give a more positive experience to customers, clients or users
11. References
• DeMers, J. (2014, September 9). How Negative Online
Company Reviews Can Impact Your Business And
Recruiting.
• DeMeres, J. (2014, August 12). 7 Reasons You Need to
Be Using Social Media As Your Customer Service Portal,
retrieved June 12, 2015
fromhttp://www.forbes.com/sites/jaysondemers/2014/08/
12/7-reasons-you-need-to-be-using-social-media-as-
your-customer-service-portal/
• Larsen, J. (2011, September 1). Martiz Research and
evolve24-Twitter Study. Retrieved June 12, 2015
fromhttp://www.maritzresearch.com/~/media/Files/Maritz
Research/e24/ExecutiveSummaryTwitterPoll.ashx
Editor's Notes
Today, social media is a huge asset to a lot of businesses. With today’s society being technology savvy, a lot of different things are accomplished online. Since we are talking about company practices related to social media I wanted to address online reviews about a company and how it affects the company. An online review is done by customers who have had contact with a business or done business with a company. If the company has a social media page such a Facebook, the review can be left on there. People go to different Facebook pages or social media sites to look at companies and often look at reviews. A reviewer will often rate the company out of 5 stars. Along with this the reviewer can leave comments either positive of negative. When looking at reviews the potential customers are going to look to see how successful people were when doing business with the company. It is important to look at reviews to see how good of a company you may potentially deal with.
Nowadays, millions of people are online and look for companies to do business with. Obviously, positive reviews will look good for a company. A positive review will help people gain more trust in the company seeing if they have positive reviews. Reviews can help a person decide if they want to do business with a company or not. Positive reviews will reinforce what a company does well. If specifics are given in a positive review it will stand out to potential customers especially if they are looking for the same service. Lastly, a positive review will most likely bring more customers.
There are certain things that a company should do to deal with negative reviews. When a company sees negative reviews they may feel powerless, but they should not give up hope. They can still get the ball back in their court. First, you should ask your current employees as well as interview candidates to leave reviews. If your company suffers from a lot of negative reviews have your employees leave reviews which may increase your ratio of positive and negative reviews. It is good to get feedback no matter if it is positive or negative. If there are a lot of negative reviews it can be used to the company’s advantage to improve the company. Secondly, all interviews should be responded to, no matter if they are positive or negative. If the review that you are responding to is negative the company should respond as soon as possible. This way when job seekers are reading the reviews they will see if and when the business responds to them. One good way to respond to a negative review would be something along the lines of, “Your feedback is appreciated. We would love the opportunity to talk with you about your experience. Please contact the company at your convenience.”
“Sites like Glassdoor, Vault and CareerLeak give interview candidates and employees the unprecedented opportunity to share the inside scoop on what it’s really like to interview or work at a particular workplace; and this is leaving many employers feeling more than a little uncomfortable at the prospect of receiving public negative reviews.”(DeMers,2014) Online reviews are good for the company. It can help them better understand what they need to do to better their company. Also, it will show what the companies strengths. After doing business with a company make sure to leave a review on their website/social media accounts. People do benefit from looking at them.
