Visitors may come at first, but then they will go. And they will stay gone. There is no fresh content to learn from and no brand representative to engage them. They’ll go to a competitor’s site where they can get regular tips, tricks, and insights. They’ll go to a competitor’s site where someone is available to answer questions real-time.
How do you handle an angry customer posting on your Facebook page? ShortStack CEO Jim Belosic, on Social Media Examiner, shares tips for dealing with complaints posted on the social network. Here’s a recap of two of them…
Highway 12, the only road onto the island, was wiped out in several places, stranding about 2,500 people. Scary stuff if you or a loved one is stranded—and concerning for property owners as well as renters who’d planned to vacation there in the upcoming weeks. Here’s how Outer Beaches Realty President Alex Risser and the rest of the staff keep all stakeholders updated…
Give unsatisfied customers a place to voice negative comments, writes social media consultant and speaker Drew Goodman on Social Media Today. Allowing criticisms to be posted on the brand Facebook page, for instance, provides complaining customers with a platform to let you know (and, yes, everyone else, too) that something is amiss. But how can that be a good thing?
In a video clip on OPEN Forum, Gilt Taste’s Francis Lam shares that one reason brand response is important is because it makes the complaining customer realize there’s a real person on the other end of the screen. It often precipitates, he says, a change in the customer’s attitude.
This week fashion retailer New York & Company announced via its Facebook page that it had launched a contest in which the winner would attend a New York fashion event and meet the cast of Real Housewives of New York City. Soon after, some store fans took to the page to express disappointment with NY&C’s choice of celebrities.
Strategy can be trickier to develop when it centers on a tool that is relatively new to most professionals: social media.
Marketing Pilgrim’s Frank Reed shares recent Hiscox data:
Only 12% of SMBs said they could not do without social media.
Yet 50% said they could not do without word of mouth recommendations.
Adopting new tech can be daunting, especially when success requires resources like time and expertise. But it doesn’t need to be that way, according to entrepreneur and blogger Joe Hackman in a post on Social Media Today.
Research shows that 31% of small firms use social media. If you are (or know someone) in the other 69%, Anne Field, in a post on OPEN Forum, provides practical advice in How to Launch Your First Social Media Campaign.