Online Reputation Management = Customer Service Opportunities
Initially it stands to reason that speaking with your customers frequently means that problems are less likely to brew and brew and can be ironed out quicker than if you let contact slide and just assume everything's OK.
We have all either noticed of or have experienced a situation in which a client has selected your competitor's brand over yours, and have failed to understand why - 9 times out of 10 it's because we weren't interacting with them; when we take the time to ask our consumers questions and opinions then we make them feel important and they generally won't leave, if we can present what they need.
The online marketing world can make this procedure relatively easy because our consumers are likely talking on Facebook, Twitter or LinkedIn. They are immediately accessible and ready to talk! People share opinions openly about everything nowadays! They insist on it!
But the customer service opportunities are about more than just solving problems for prevalent consumers. They can assist us win business too.
You can transform problem situations into positives for your business - it's like the fly in the soup scenario where you create good will by offering the client their meal for free and a free bottle of wine next time they come to dine with you: it turns a disapproving situation into a chance to make that client glad. Not just that but the other people in the restaurant witness what happened and they get to know that if they have any difficulties in the future they'll be treated well. They will inform their friends, so you have turned a potentially negative outcome into a raving positive.
Now apply the restaurant scenario to a social media chat-room or the Wall of your business Facebook page. Can you identify the prospects you have to come up with a culture of care and customer service in your business?
As an owner of a small business in Redcliffe you might be thinking "well, that's all well and good, but I don't have the time to be hanging around social media sites all day". That's a justicable comment and we're not asking you to do that. You see, if you don't have staff that can do the job, it can effortlessly be outsourced; customer service doesn't make money for your business directly, so that's why many organizations have outsourced it in the past (note the call centers in India) - online customer service and reputation management is not any different. Do you have a query about how online reputation management can work for your business then drop it in the comments below.