SlideShare a Scribd company logo
1 Star Haunt Reviews
Brett Hays - Fear Fair / HAA
Oops!!
Restaurant Critic
I'm as think as you drunk I am!
Turn down the damn moon!
Did I mention their queue is completely outdoors?
Rude Hot Dog Dude
Social Media and Web Reviews
Online Reviews:
Increase Sales
Help you understand and better serve your customers
Improve search engine and social media rankings
Provide higher keyword content for SEO
Allow consumers to have a voice and create brand loyalty
Create consumer engagement
Let consumers do your marketing for you
Social Media and Web Reviews
Social Media and Web Reviews
Social Media and Web Reviews
Find all mentions:
Search hashtags and your name constantly on social media and the
web
Remember, 96% of consumers who discuss a brand do it elsewhere
- only about half will tag the business
- 1/3 of tweets to companies are customer service - 3% use @ tag
Consider using a tool like mention.com , Google Alerts or Respond
Social Media and Web Reviews
Display Empathy:
These people are seeking an audience and their language reflects that
Don't take the bait.. deep breath
Doesn't mean you kiss their butt or that the customer is always right
Demonstrate active listening - the magic words
- "Wow, that must be so..."
- "I understand how you feel..."
- "It sounds like..."
Lean forward while typing
Use people's names
Read out loud before you post
Social Media and Web Reviews
Answer Publicly:
Remember that you have an audience; capitalize on that
You want others to know you're responsive
Don't switch channels until you've responded publicly at least once
- frustrates them further
- Confuses them
- It can be intrusive
Social Media and Web Reviews
Reply only twice:
Make two legitimate efforts to help or resolve
You guys suck, I waited forever to get in and then it was lame.
It sounds like we didn't live up to your expectations. Tell me a little
more about what happened and I will try to help.
It was just shitty
I'm sorry we fell short in your eyes. If there is anything I can address
for you, please drop us a message to the page
Social Media and Web Reviews
Switch Channels:
Always make an initial public response first
Don't ask for personal info or details publicly
Consider using video responses, it can help diffuse anger
Social Media and Web Reviews
Other Do's
Know who you are talking to and design your response accordingly
Make sure everyone responding is on the same page
- consider making a spreadsheet of suggested responses to issues
- Try to respond promptly
Use hide/delete/ban sparingly, but when necessary
Ask for positive reviews
Use reviews in your marketing, highlight the good
Social Media and Web Reviews
Consider posting a comment policy
Makes it easier to delete something when it's called for
"We welcome your reviews and comments about Fear Fair. We love to
inform and engage with our fans and friends. We encourage you to let
us hear about your experience.
We do, however, reserve the right to delete submissions that:
- contain vulgar language
- are clearly off topic or disruptive
- Infringe on copyrights or trademarks
Social Media and Web Reviews
Social Media and Web Reviews
Give a non-apology apology:
We've been scaring thousands of satisfied thrill seekers for years now.
I'm sorry we didn't meet your expectations.
Totally insincere, tells the customer they were wrong to expect more..
Social Media and Web Reviews
Mention your name or tag yourself
when responding to negative reviews ..
or forget to do so with positive ones.
Jump into fan interactions unless there
is incorrect or misleading info being
shared

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1 star haunt reviews

  • 1. 1 Star Haunt Reviews Brett Hays - Fear Fair / HAA
  • 4. I'm as think as you drunk I am!
  • 5. Turn down the damn moon!
  • 6. Did I mention their queue is completely outdoors?
  • 8. Social Media and Web Reviews Online Reviews: Increase Sales Help you understand and better serve your customers Improve search engine and social media rankings Provide higher keyword content for SEO Allow consumers to have a voice and create brand loyalty Create consumer engagement Let consumers do your marketing for you
  • 9. Social Media and Web Reviews
  • 10. Social Media and Web Reviews
  • 11. Social Media and Web Reviews Find all mentions: Search hashtags and your name constantly on social media and the web Remember, 96% of consumers who discuss a brand do it elsewhere - only about half will tag the business - 1/3 of tweets to companies are customer service - 3% use @ tag Consider using a tool like mention.com , Google Alerts or Respond
  • 12. Social Media and Web Reviews Display Empathy: These people are seeking an audience and their language reflects that Don't take the bait.. deep breath Doesn't mean you kiss their butt or that the customer is always right Demonstrate active listening - the magic words - "Wow, that must be so..." - "I understand how you feel..." - "It sounds like..." Lean forward while typing Use people's names Read out loud before you post
  • 13. Social Media and Web Reviews Answer Publicly: Remember that you have an audience; capitalize on that You want others to know you're responsive Don't switch channels until you've responded publicly at least once - frustrates them further - Confuses them - It can be intrusive
  • 14. Social Media and Web Reviews Reply only twice: Make two legitimate efforts to help or resolve You guys suck, I waited forever to get in and then it was lame. It sounds like we didn't live up to your expectations. Tell me a little more about what happened and I will try to help. It was just shitty I'm sorry we fell short in your eyes. If there is anything I can address for you, please drop us a message to the page
  • 15. Social Media and Web Reviews Switch Channels: Always make an initial public response first Don't ask for personal info or details publicly Consider using video responses, it can help diffuse anger
  • 16. Social Media and Web Reviews Other Do's Know who you are talking to and design your response accordingly Make sure everyone responding is on the same page - consider making a spreadsheet of suggested responses to issues - Try to respond promptly Use hide/delete/ban sparingly, but when necessary Ask for positive reviews Use reviews in your marketing, highlight the good
  • 17. Social Media and Web Reviews Consider posting a comment policy Makes it easier to delete something when it's called for "We welcome your reviews and comments about Fear Fair. We love to inform and engage with our fans and friends. We encourage you to let us hear about your experience. We do, however, reserve the right to delete submissions that: - contain vulgar language - are clearly off topic or disruptive - Infringe on copyrights or trademarks
  • 18. Social Media and Web Reviews
  • 19. Social Media and Web Reviews Give a non-apology apology: We've been scaring thousands of satisfied thrill seekers for years now. I'm sorry we didn't meet your expectations. Totally insincere, tells the customer they were wrong to expect more..
  • 20. Social Media and Web Reviews Mention your name or tag yourself when responding to negative reviews .. or forget to do so with positive ones. Jump into fan interactions unless there is incorrect or misleading info being shared