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Posts Tagged ‘engagement social media’

How online reviews affect your current customers

April 9, 2012 1 comment

Sure, small businesses must be aware about all online customer reviews, because they are the first impression that a potential new customer gets of your business. But existing customers? They already know you. Surely your online reviews don’t matter to them. Yeah, well, that is what I once thought too, until a friend of mine related a story that taught me otherwise.
I was talking with a friend of mine who owns a local business and he wanted to know how important online reviews are for existing customers, but the reason he was asking was prompted by something that he did when he was acting as a customer to another business.
As he told his story to me, he wanted to buy some stones to be delivered to his home, something he has done a few times. He always uses the same business because he thinks they have a low price, but because he uses them only once a year, he never remembers their phone number. He used to look them up in the Yellow Pages, but this year he searched for their name online to get the phone number.
He isn’t sure what site he landed on. It might have been Yellowpages online or a Google Place Page or something else, but he remembers what he saw: a long list of naegative reviews along with the phone number. He started reading them, and as he did, he said to himself, “Oh yeah, that has happened to me.” And, “Yeah, he has a low price but he always delivers a few days late.” And, “Yeah, I have sometimes had to call him to remind him about my order.”
He then asked himself, “Is the lower price really worth it?” It was one thing when he thought that he had perhaps just caught them on a bad day a few times, but when he gets confirmation that what he has experienced is the norm, and that he very well ought to expect to happen again this time, he asked himself if it was worth it.
And then he decided, “No, it’s not worth it.” And he called someone else.
I had frankly never thought through this kind of scenario, but I have to admit it sounds very common to me. As more and more people use Google as a phone book, and as the ratings and review sites land at the top of the search results, it is easy to see how even existing customers will be swayed by ratings and reviews.
So, add this story to your list of reasons why ratings and reviews are important. Remember that the way you treat your customers matters every single day, and that you must pay attention to what is said online and make improvements to retain your customers as well as to attract new ones

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Engagement is a necessity!

April 3, 2012 1 comment

So you have spent a lot of time and energy developing your social media presence. Please do not stop there. If you have done everything right and created content that is important and engages your audience you should receive comments and questions. The more the better! This is the next and most critical stage of your social media strategy.  If done correctly you will start to pull away from the pack. The step you need to do is to engage you new audience and Answer those questions and comments! The benefits are as follows:

1. This is your big chance to solidify yourself as an industry expert. By answering peoples questions you are not only giving value to that person but demonstrating to others that you are a professional and care about what you do. In short this is a corner stone of all social media marketing and it si something that sadly most people forget. People want to do business with the industry leader and shy away from fly by night operators. By building a solid track record of integrity and professionalism you will be amazed at the dividends this pays out.

2. You will inadvertently be building a community with yourself as a leader. By being professional you build trust and a great reputation. In today’s hectic world someone who responds and does so quickly is a rarity and by doing so you will attract more followers.

3. Added Visibility. By engaging people in discussion you create links, and answers etc. This can only increase the amount of content that google and others pick up on increasing your rankings. When people search for you they will find this activity and it will only result in a more positive opinion of yourself and your business. When outsiders see that you are someone who engages your clients and the general public they will feel more confident in approaching you.

Written by netpropr.ca