Alan Stevens The MediaCoach Twitter: mediacoach Keep the customer satisfied
Oct 31, 2014
Alan StevensThe MediaCoach
Twitter: mediacoach
Keep the customer satisfied
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Is your business like this?
Or like this?
What do customers know about you?
• PAID
• OWNED
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
Where will they talk about you?
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A negative tweet could cause a business to lose 30 customers
(Convergys Corporation, 2009)
What do reviewers review?
What do reviewers review?
Customer Service
There is no product or service good enough to overcome a bad customer experience
Where do customers put reviews?
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How to be top on Tripadvisor
What prompts a review?•Being asked
•Quantity of previous reviews•Experience differs from expectation•No other channels•Unresolved issues•A very good or bad experience
Ways to get reviews
Ways to get reviews
•Personal request•Post-visit email•Regular email•Physical reminder•Call to action on website
Ways to get reviews
Tripadvisor Insights
Dealing with negatives•Provide non-review paths for feedback
•Links to support in emails•Live resolution/escalation
•Broadcast your willingness to listen to feedback
•Learn from negative feedback - a process, not a reaction
•Always respond to comments
Responding to comments•Quick, not immediate
•Know the rules (No personal insults..)•Decide what level to reply at•Claim your business listing•Public or private?
Crisis, what crisis?•One bad review isn’t a crisis, unless:•It’s from a celeb•It’s retweeted or shared•It highlights a danger
•Any of the above, or a series of bad reviews is a crisis
•You can prepare for any potential crisis
•You can set up a communications plan that will work in any situation
•Crises lead to panic. Preparation allows you to stay calm
•Behaving well towards your customers at all times will help to save your reputation in a crisis
Essential qualities•Transparency•Humility•Contrition•De-escalation•Move the conversation offline
•Perform an act of goodwill immediately after the crisis
•Declare the crisis over
Alan’s 4 point review plan
1.Encourage reviews2.Pay attention to what they say3.Share your good reviews widely4.Respond fast, personally and
appropriately
Alan StevensThe MediaCoach
Twitter: [email protected]
Keep the customer satisfied
Thank You for listening