This document discusses company practices related to social media. It examines positive and negative online reviews, and why people leave reviews. Some key benefits of companies interacting with users on social media are that it can help gain loyal customers through personal interactions, improve brand visibility by responding to issues, and meet people's expectations of receiving responses, especially on platforms like Twitter. Overall, interacting on social media helps create a better customer experience and gives companies insights to strengthen their performance.
How to Provide Customer Service via Social Media [the Right Way]Comnio
This is Ross Clurman's presentation from the 2016 Small Business Festival (during Small Business Week 2016) about how to provide customer service via social media (the right way).
Some thoughts on the link between engaging at scale and gaming. Presented at the 2nd Annual Enterprise Gamification Forum in NYC, NY September 30th 2014
How to Provide Customer Service via Social Media [the Right Way]Comnio
This is Ross Clurman's presentation from the 2016 Small Business Festival (during Small Business Week 2016) about how to provide customer service via social media (the right way).
Some thoughts on the link between engaging at scale and gaming. Presented at the 2nd Annual Enterprise Gamification Forum in NYC, NY September 30th 2014
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
Learn from experts on why online reviews are crucial to your small business in addition to best ways of going about getting more reviews and what you can do with reviews you already have to generate more business.
GeoJuice is the tool for getting online reviews for small businesses in the home services industry and can be done so right from a phone in 5 easy steps.
Customers are (or can be) the worst!
One bad interaction and they will light up your social media channels.
As a marketer, your goal shouldn't only be to market whatever it is you're selling. You also need to practice reputation management for your company.
Harness the true power of social and take control of your messaging and reputation by responding to complaints. Additionally, we'll touch on employer branding and how to navigate the world of anonymous employee reviews.
We'll Outline:
• 4 social platforms you should look at
• How to claim your company page on different platforms
• Why and how to respond to negative reviews
Social Media Crisis Management: Ready, Steady RELAX it’s Under Control.
When it comes to crisis management we can think of the big disasters like plane crashes, tsunami or big traffic accidents. Sometimes we can forget the everyday requests and reports from customers and clients are just as important and need addressing as well. Janet’s presentation covered planning, examples of crisis management (good and bad), preparation, how to listen, how to investigate and other helpful pointers to ensure you have a plan set in place in case of a crisis.
Prevention & Planning: The age-old-sayings “prevention is better than the cure” and “communication is key” are extremely applicable to effective and efficient crisis management. Planning will give you and your employees peace of mind because, if something were to happen, they know that it’s covered and there is a plan as to how to address it.
Defending Your Business's Reputation OnlineAltosMarketing
On June 12th, Altos Marketing was proud to present to the members of the Greater Manchester Chamber of Commerce as part of their Social Media Series. The topic was "Defending Your Business's Reputation Online".
This presentation covers how online review sites work, data about their users, and how to handle negative reviews. Yelp, Travelocity, and Google+ are highlighted.
Turn Social Media Complaints into a Stronger ReputationShel Holtz
This presentation was used as speaker support for a presentation to the California Patient Relations Association and is not intended to serve as a standalone document. I have added some text to image-only slides in order to provide context. Thanks to Paul Gillin and his excellent book, When Customers Attack, which served as one of the resources used in preparing this deck.
An exploration into techniques and strategies that will help you deliver high quality feedback - a skill that every manager needs to master and pass on to the people in their teams.
Five Practical Strategies for Improving Communication, Dialogue and Influenci...Integrity Solutions
Business executives in all industries face time pressure, increased responsibilities and competing priorities, making communication with customers and associates more diverse and complex than ever.
Effective communication is, at its core, about being customer focused - whether your customer is an external client or an internal colleague. Skills such as understanding behavior styles, listening and persuasion are more important than ever and positively impact attitudes and beliefs about influencing and communicating with others to get things done.
This webinar:
• Explores the critical communication issues that need to be on every HR, Learning & Development, and Talent Management professional's agenda for 2016.
• Will help you understand why behavior styles, listening and persuasion are so critical in today's business environment.
• Provides easy-to-apply strategies and solutions you can start implementing to create a common language across all functions and break down the silos getting in the way of results.
10 Steps to Manage Your Online Ratings #RDJ2016Surefire Local
Speakers Bill Owens, President of Owens Construction and Shashi Bellamkonda, CMO of Surefire Social share their presentation of a talk they gave at the 2016 Remodeling Show on how remodelers can manage their online reputation in terms of the importance of reviews, acquiring more reviews, and responding to reviews you receive (both 5-stars and 1-stars).
From SLANDER to CANDOR: 10 Steps to Get Started with Reputation Management To...Trustpilot
With the proliferation of popular review sites, more consumers than ever are getting their recommendations online. A Harvard Business School study recently found that an increase of just one star in a business’s rating can boost its revenue anywhere from 5-9%, further proving the need for diligence in this area.
Takeaways:
-Identifying your advocates and get more positive reviews
-How to solve problems before they get posted online
-Best practices for responding to negative reviews
Why Customer Feedback is Important, How to Collect it, and How to Convince Yo...Evan Hamilton
Customers are the ones who generate money so you can have a business. Yet there are few formalized programs for reacting to customer feedback. In this presentation I discuss why this is important, how to do it, and how to convince your boss that it's important.
Learn from experts on why online reviews are crucial to your small business in addition to best ways of going about getting more reviews and what you can do with reviews you already have to generate more business.
GeoJuice is the tool for getting online reviews for small businesses in the home services industry and can be done so right from a phone in 5 easy steps.
Customers are (or can be) the worst!
One bad interaction and they will light up your social media channels.
As a marketer, your goal shouldn't only be to market whatever it is you're selling. You also need to practice reputation management for your company.
Harness the true power of social and take control of your messaging and reputation by responding to complaints. Additionally, we'll touch on employer branding and how to navigate the world of anonymous employee reviews.
We'll Outline:
• 4 social platforms you should look at
• How to claim your company page on different platforms
• Why and how to respond to negative reviews
Social Media Crisis Management: Ready, Steady RELAX it’s Under Control.
When it comes to crisis management we can think of the big disasters like plane crashes, tsunami or big traffic accidents. Sometimes we can forget the everyday requests and reports from customers and clients are just as important and need addressing as well. Janet’s presentation covered planning, examples of crisis management (good and bad), preparation, how to listen, how to investigate and other helpful pointers to ensure you have a plan set in place in case of a crisis.
Prevention & Planning: The age-old-sayings “prevention is better than the cure” and “communication is key” are extremely applicable to effective and efficient crisis management. Planning will give you and your employees peace of mind because, if something were to happen, they know that it’s covered and there is a plan as to how to address it.
Defending Your Business's Reputation OnlineAltosMarketing
On June 12th, Altos Marketing was proud to present to the members of the Greater Manchester Chamber of Commerce as part of their Social Media Series. The topic was "Defending Your Business's Reputation Online".
This presentation covers how online review sites work, data about their users, and how to handle negative reviews. Yelp, Travelocity, and Google+ are highlighted.
Turn Social Media Complaints into a Stronger ReputationShel Holtz
This presentation was used as speaker support for a presentation to the California Patient Relations Association and is not intended to serve as a standalone document. I have added some text to image-only slides in order to provide context. Thanks to Paul Gillin and his excellent book, When Customers Attack, which served as one of the resources used in preparing this deck.
An exploration into techniques and strategies that will help you deliver high quality feedback - a skill that every manager needs to master and pass on to the people in their teams.
Five Practical Strategies for Improving Communication, Dialogue and Influenci...Integrity Solutions
Business executives in all industries face time pressure, increased responsibilities and competing priorities, making communication with customers and associates more diverse and complex than ever.
Effective communication is, at its core, about being customer focused - whether your customer is an external client or an internal colleague. Skills such as understanding behavior styles, listening and persuasion are more important than ever and positively impact attitudes and beliefs about influencing and communicating with others to get things done.
This webinar:
• Explores the critical communication issues that need to be on every HR, Learning & Development, and Talent Management professional's agenda for 2016.
• Will help you understand why behavior styles, listening and persuasion are so critical in today's business environment.
• Provides easy-to-apply strategies and solutions you can start implementing to create a common language across all functions and break down the silos getting in the way of results.
10 Steps to Manage Your Online Ratings #RDJ2016Surefire Local
Speakers Bill Owens, President of Owens Construction and Shashi Bellamkonda, CMO of Surefire Social share their presentation of a talk they gave at the 2016 Remodeling Show on how remodelers can manage their online reputation in terms of the importance of reviews, acquiring more reviews, and responding to reviews you receive (both 5-stars and 1-stars).
From SLANDER to CANDOR: 10 Steps to Get Started with Reputation Management To...Trustpilot
With the proliferation of popular review sites, more consumers than ever are getting their recommendations online. A Harvard Business School study recently found that an increase of just one star in a business’s rating can boost its revenue anywhere from 5-9%, further proving the need for diligence in this area.
Takeaways:
-Identifying your advocates and get more positive reviews
-How to solve problems before they get posted online
-Best practices for responding to negative reviews
Just as trust is the foundation for your healthy personal relationships, trust is a cornerstone of work relationships and an essential part of building a thriving work culture. What’s more, trust in the workplace is a key component of organizational effectiveness. Without it, it’s not just your professional relationships that can endure harm, but the livelihood of your business as well.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can effectively put customer feedback to improve support functions, develop new products or services, and satisfy customers. Read more of Tricia's blogs at www.parature.com/blog.
Charlene Li's Presentation from Buzz2010Lindy Dreyer
This is a slide deck from Charlene Li who presented the content at the June 16 Buzz2010 breakfast in Washington, DC. The content is related to her new book, Open Leadership.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
#FIRMday London 28/04/16 - Glassdoor 'Building an employee engagement strateg...Emma Mirrington
Not surprisingly, happier, more content workers increase workplace productivity, drive higher company profits and make it easier for the organisation to recruit great talent. But what techniques and programs inspire those employees to do better work?
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
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.