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Be In The Know
- Green Maze Design for City Parks Helps People Maintain Physical Distancing During Pandemic
- Facebook’s redesigned desktop site with dark mode is now available everywhere
- New Research from Facebook Shows Engagement with Local News Providers Booming Amid COVID-19
- Pinterest Launches Updated Shopify Integration to Streamline the Creation of Shoppable Product Pins
Online Reputation Management: What It Is & Why You Need It
Get those pencils out, ladies and gents! We’re working to improve Online Reputation Management (ORM) with the help of AdEspresso, today.
One-star reviews, a negative message, or an angry email can be day-breakers. But it’s how you respond that determines if the customer remains loyal or not.
You’ve been the unhappy customer before. Think about a time when a customer service team listened and actually helped. It made your day, right? So much so, you might’ve felt inclined about filling out a feedback service.
ORM tackles the little fires with open, personalized conversation before it causes serious damage, and it’s a vital ingredient to building brand loyalty.
Let’s get into the 5 ORM strategies recommended by AdEspresso:
- Answer Promptly and With Empathy. As a matter of fact, 83% of people expect responses to social media comments in a day or less (Clutch survey). Prompt responses prevent frustration and show the customer they are a priority. Take a peek at this example via Twitter.
- Address Negativity Up Front. 82% of consumers read online reviews AND 97% also read the business’s responses. If that’s not enough reason to always address unhappy customers, we don’t know what is. With a closer look into Peloton’s response to unsatisfied folks shows:
- “Thank you for” or “We’re sorry about” – show empathy
- Offering a FAQ link or an email – make the answer convenient
- Provide a timeline – set expectation
- Mention your team – the customer is the companies priority
- Own Up To Your Mistakes. When you hurt a friend, you apologize. Dealing with tense customer situations isn’t any different. Here are a few insights to crafting an honest apology:
- Consider the medium.
- Directly address the concerns raised by consumers.
- Describe how you intend to resolve the situation.
There are 2 more strategies and plenty of examples. Check it out!
The Brand Grader
We all love a solid tool and seeing that the Brand Grader comes from Mention we’re feeling pretty good about this one. This tool lets you…
- access any brand’s reputation online
- seamlessly share results with your team
- monitor your competitors
With this info, you grab a snapshot of how your brand performs online and the actions you need to take to improve it.
Stay Connected, Stay Endless
Technology gives us the ability to do almost anything. Even right now when it feels like we’re able to do precisely nothing. From the comfort of our homes, it is possible to create new realities even if it’s just for the sake of disrupting monotony.
Voxi helps people be whatever they want to be and broadcast it to anyone and every one by keeping people connected. Now you can host a gameshow from your cardboard podium, or be the culinary personality you’ve always wanted to be.
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“When you are genuine, you are never wrong.”