Did you know:
Over 60% of consumers utilise the internet and social media to conduct research and post reviews on products, customer service and company executives. This is changing the business landscape that you, as an organisation, can either ignore and pay the price or embrace and capitalise on.
Customer feedback is of course an integral cog in the business wheel. Social media has simply increased the canvas on which customers can comment but has also allowed businesses on the same playing field – you just have to be prepared to play.
And preparation is the key.
First you need to have a social media presence in order to hear what is being said about you and your company as well as giving you the vehicle to respond.
You then have to have a strategic plan in place on how to deal with what you hear and how you can be proactive in fostering a positive online reputation. After all, not all feedback is negative – you can cultivate positive social advocates through social media as well.
Having this plan will ensure you respond carefully, showing your customers you are paying thoughtful attention to them and can sometimes even turn a complainant into a supporter.
Bad social media postings about your company are inevitable and can lead to a loss of reputation and sales. A recent article on Forbes.com highlighted the importance for companies to manage their online reputation stating “Word of mouth has always been a powerful way to build or destroy a business’s reputation. With social media, word of mouth is more powerful than ever.”
If you want the power to build your company’s brand and reputation, please contact me for assistance in developing your Social Media Reputation Management Strategic Plan.
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