Posts Tagged ‘social media marketing’
Dealing with Negativity on Social Media
As I’ve said before, using social media as one marketing tactic is becoming crucial for businesses of all shapes and sizes. But what happens when someone has something bad to say about your business or agency and does so online? Receiving negative comments on your company’s Facebook page, blog, Twitter feed or Yelp reviews is always uncomfortable. Often, our first reaction to negativity is to try and remove the comment or jump to our own defense, but, because you represent your business as well as your fellow employees, it is important to approach these comments with sensitivity. An eloquent response which addresses the negative feedback will go a long way in upholding your reputation. Definitely do not ignore it. And only remove the negative comment if it is scandalous. Removing a mild negative comment makes it appear as though you have something to hide. Following are some negative comments along with suggestions on how to respond:
Negativity regarding your service:
“I hired Agency X for cooking and light housekeeping for my elderly mother and these services were not performed as stated! I advise everyone to stay away from Agency X and try Agency Y instead!”
How to Respond:
Because this negativity relates to your service and caregivers, it is important to address your regret that the customer had a negative experience and offer assistance, but also note that others who have hired your agency have had positive experiences.
Example: “I am so very sorry that you did not feel our services lived up to your expectations. Our clients are very important to us, and I hope you will contact us directly at customer.service@agencyx.com or phone number #X so that we may rectify the situation. We work very hard to make sure we provide top quality care at all times as our clients and their families are so important to us. We can only make it better if you identify yourself and let us see if we can make the situation right.”
Negativity regarding your company:
“Company A has bad business practices. I called their customer service line for help and they were rude and unhelpful. Never doing business with them ever again!”
How to Respond:
This comment is in regards to how your company operates and/or treats its clients. Again, respond with sensitivity that the client experienced rudeness, and let others who may read your response know that your company prides itself on quality customer service. Never, ever be snippy or negative in your responses.
Example: “We apologize that your customer service experience was less than satisfactory in your search for help with Company A. If you let us know a bit more about when this happened we could make certain that it does not happen to anyone else. I can assure you that we will look into this issue and see what we can do so it never happens to anyone ever again. Company A has always prided itself on delivering the highest quality services while rendering helpful and professional customer service, and we will continue to strive to uphold that value. We appreciate that you took the time to bring this to our attention.”
You may encounter even nastier comments than the kind listed above on Facebook or your blog. If a commenter seeks to just be nasty or uses an employee’s name, or worse, a client’s name, simply remove the comment if possible. If the person continues attempting to post comments of this nature, block him or her from your page or account. In all cases, be professional and never go on the offensive or attack the commenter back. Showing professionalism in your response to negativity speaks volumes about your agency and its values.
Social media and social networking are so very important in today’s marketing. Our professional social networking team will gladly work with you to create a strategy, offer constructive ideas, or even do the work for you. Call or email us today to see how we can assist.
FaceBook, social media, social media marketing, twitter, yelp
Social Madness
Get social! I LOVE this image. Social media is now a must have for businesses, and is no longer an option. Check out our corecubed blogs on using social media in a variety of exciting and results oriented ways.
Social Media Marketing Frenzie
Content is king! (But visuals add the crowning touch.)
Hopefully, if you are in business, you have interesting, unique things to say about your business. According to the findings of a recent survey conducted by HiveFire, Inc., it turns out that your personal reflections, advice and comments on industry trends are what your target audience really wants to read about. I’ve known since I starting blogging, using social media and writing newsletters that the more original the content is, and the more engaging and contemporanious it is, the more success you will find in reaching new listeners. So, if you enjoy writing, and can make it interesting, then write, write, write, and marry the content with a visual as much as possible.
Stay engaged to what your peers are saying and I guarantee you will easily have much more to contribute. The survey results also find that capturing reader attention can be as easy as adding a photo or image to your post. With this advice, sharing via blog, Twitter or Facebook once or twice a week can be a piece of cake.
Recently, I wrote about visual marketing and how relevant graphic campaigns—with the launch of Pinterest and Facebook Timeline—are with today’s audience. Read the post and my earlier posts about home care marketing tips, and you’ll soon realize even more how all the dots of marketing strategy connect, and how a healthy online presence is so important.
My fabulous team at corecubed can set up social media accounts, create a strategy for success, and implement!
Pinterest and Social Media as Marketing Tools
Measurement and results. These are key to making marketing decisions, but many businesses fail to look at the results from campaigns and make hard decisions based on those results. Fortunately, there are those who DO measure, and some of the results are interesting. What is for certain is that marketing strategy is rapidly changing as are ways that consumers find and react to information.
- Pinterest makes sharing easy
Social media has gone viral, and social media, although still in its infancy is a game changer. Note some of the latest findings from the “2012 Digital Marketer: Benchmark and Trend Report”
- Ninety-one percent of today’s online adults use social media regularly
- Revenue per email averages two times higher for “friends and family” campaigns
- Twenty-eight percent of smartphone owners watch videos on their phones in a typical month
- Pinterest is now the third most popular social networking site behind Facebook and Twitter
- Ninety-two percent of businesses feel their contact data is inaccurate in some way
What can YOU learn from these results?
#1. Start looking at how your business can incorporate social media into its marketing strategy.
#2. Get some help in understanding how to utilize your businesses contacts in the best way
And, if you want some professional help, call corecubed and we will provide the guidance you need. In the meantime, check us out on Pinterest!
