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Customer Content Marketing
The document emphasizes the significance of customer feedback and online reviews in shaping consumer trust and purchasing decisions. It outlines strategies for businesses to effectively manage feedback, handle complaints, and utilize reviews to enhance their reputation. Additionally, it highlights the importance of storytelling through case studies to illustrate the customer journey.
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Similar to Customer Content Marketing
Customer Content Marketing
- 1. Customer Content Marketing Social MediaRockStar Event 2016
- 2.
- 6. We have alwayscared about what customers say.
- 9. We have alwayscared about what customers say. Now every customer has a voice. Thank you internet.
- 16. Why Do These ThingsMatter?
- 17.
- 18.
- 19.
- 21. Product Description • Safefor all floors • Smooth & quiet rolling • Modern, stylish • Lifetime guarantee • 4 photos Just 2 Reviews (of 191) • 6 star product • “Lamborghini quality” • Rolls great, perfect • Great for a 200lb guy • Works with specific brands • Raises chair 1 ½” • Glides silent like the wind • Won’t scuff floors • Makes old chair feel new • 8 photos, REAL photos
- 22.
- 23. There is nogreater persona focused content than that written by the persona.
- 24.
- 25. 92% of consumersregularly or occasionally read online reviews
- 26. 73% Of ConsumersForm An Opinion By Reading 1–6 Reviews
- 27. 69% Of ConsumersBelieve That Reviews Older Than 3 Months Are No Longer Relevant
- 28. Only 13% OfConsumers Will Consider Using A Business That Has A 1-Star Or 2-Star Rating
- 29. Perfection of 5-starreviews isn’t best – PowerReviews & Northwestern University Study
- 30. 81% of consumersseek negative reviews – PowerReviews Study
- 31.
- 35. They are aSERP mainstay, no matter the industry Category pages “Best” pages Business profile pages
- 39. Niche review sitesare very valuable in your industry.
- 40. What sites doI need reviews on?
- 41. “American Rug Laundry” Searchfor your brand Also brand + reviews “American Rug Laundry” Search for your brand Also brand + reviews
- 42. “Minneapolis carpet cleaning reviews” Searchfor geo + service + reviews
- 43. The fear ofnone or one.
- 46. Step one: Become customerfeedback and complaint friendly.
- 47. Respond Remain calm Own it(empathy) Know your next step Don’t lose sight, these are all customer touch points
- 49. 1. Be readyto handle 2. Make it easy 3. Welcome complaints 4. Resolve them https://www.getfivestars.com/blog/13-ideas-make-business-complaint-friendly/
- 63. I ate mylunch in half the time their feedback process took. (25 questions exactly)
- 64.
- 66. 1. Personal ask 2.Handout 3. Onsite 4. Platform
- 67. 1- What theirexperience was like. 2- Are they likely to refer you. NPS is an easy “Word of Mouth” index
- 71. 100 / 40/ 20 / 1 Email requests Opened Gave feedback Online review
- 72. Strong NPS =Reviews Optimize for Quality Service, Not Reviews Net Promoter Score Business #1 NPS 60 Business #2 NPS 90 Open Rates 38.9% 46.7% Review Site Visits 1x 3x Reviews Left 1x 6x
- 73. Asking for feedback unearthstestimonials
- 77.
- 79. Review rich snippetbest practices 1- Display all feedback 2- Place on it’s own page or location page 3- Uphold credibility
- 82.
- 83. Tell the storyof the entire customer journey. Research, selection, planning, implementation, execution and results.
- 89. Let me leaveyou with 3 things.
- 90. 1. You cantake control.
- 91. 2. Their storyIS your story.
- 92. 3. You canstart today.
- 93. “The ultimate goalof farming is not the growing of crops, but the cultivation and perfection of human beings.” ― Masanobu Fukuoka, The One-Straw Revolution
- 95.