Get to know your audience.
To respond … or not to respond?
With apologies to William Shakespeare, if you have a Facebook Page, then that is the question.
But it’s really not a question. You should respond to feedback shared on Facebook. After all, if someone were to call you up or walk into your place of business to tell you how much she likes your product or service, you’d reply, right?
So why should you treat Facebook comments any differently?
In short, because you can.
Facebook gives you the opportunity to respond differently to some kinds of feedback than you do to others.
Let’s take a look at when you want to respond and when it’s less important: [Read more...]
Here at Constant Contact, we’re lucky to have many people who call themselves fans — both the Facebook kind and the offline kind.
But like any business or organization, we sometimes have, ahem, “opportunities for improvement.” At those times, we’re happy to hear feedback, even if it’s not the positive kind.
That’s because when your customers, clients, members, or supporters are unhappy, for whatever reason, it’s one of the best opportunities to show just how committed you are to keeping them happy. And, dealing with an unhappy customer successfully can often turn that detractor into an advocate.
What are the best ways to deal with negative feedback on your Facebook Page? Here are 5 tips: [Read more...]
As the busy holiday season reaches its end, you are likely seeing (and hopefully, delighting) more and more customers every day.
That positive experience will keep them coming back, and by leveraging online reviews you can use those customers’ positive feedback to bring in new customers as well.
According to ChannelAdvisor’s 2011 Global Consumer Shopping Habits survey, 92% of shoppers read reviews before purchasing. You have a fantastic opportunity as a small business to leverage your customer reviews to bring in new and repeat customers.
Customer reviews will happen organically, but don’t sit idly by and wait! Instead, make customer reviews work for you by asking for them, responding to them, and promoting them.
Let’s take a look at how to do it. [Read more...]
One of the best ways to find out if you’re running a successful event is to listen to your event attendees. The good news is that social mediamakes it easier than ever to “eavesdrop” on what your attendees are saying — while the event is taking place. And you won’t need to get a court order to do any of it.
With the right amount of planning you can make sure you’re doing a great job and head off any potential problems before they get out of hand.
Let’s take a look at 8 ways you can eavesdrop while creating an atmosphere of open sharing. This will allow you to ramp up engagement and gather some instant feedback during your event. [Read more...]
The Houston Press reported on its website earlier this week about a restaurant in Houston that decided to eject a customer for posting a negative tweet while she was still in the establishment. Apparently, a manager was checking out Twitter from his home Sunday night when he saw the tweet, since deleted, which called the restaurant’s bartender a “twerp.” (The tweet also included an inappropriate hashtag.) The manager called the restaurant to speak to the customer and told her to leave.
Responding to negative feedback on social media is always a delicate situation, especially when the feedback is not just negative but insulting, as this was. You can take the aggressive approach of this business owner, or you can handle it in a more professional manner. If you’d rather take the latter path, here are four ways to deal with negative comments: [Read more...]
