In the world of social media, it’s a constant conversation. All hours of the day, every day. So, how do you know whether they’re discussing your business? Want to eavesdrop on the conversation and get an insight into your consumers’ perceptions? It’s easier to do than it sounds. Get online and start listening.
Yelp.com, CitySearch.com and local.yahoo.com are good websites. Or set up a Google alert to notify you when your business is referenced in any review, blog or online publication. Run a search on Twitter.
Listening will provide you insight. But to take it a step further and provide good customer service, you should respond to customers’ posts, both good and bad. It demonstrates that you’re a caring and engaged business owner. That said, if you receive a scathing review, it’s advised that you hold off on an immediate response and allow yourself time to cool down before responding.
Whatever you do, don’t post false reviews to bolster your business or badmouth a competitor. It could potentially ruin your reputation and even get you into legal trouble. Not worth it.
Now, go forth and start listening!
--Kara W.
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