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How to Protect Your Business Reputation from Complaints

How to Protect Your Business Reputation from Complaints

Customer Complaints: Protect Your Business Reputation

How to reduce complaints by customers
In today’s world people use the internet almost instantly when hearing about a new product or company. Catch a commercial showing off a new product you could use or instantly think you want? Google it. A friend recommends a local restaurant you haven’t been to before? Look it up on Yelp. As a business or potential employee looks good but you want to make sure? Check them out on Facebook.

A long time ago search engines, mainly Google, evolved and became an every day part of our online activity. We no longer simply use them to search for basic information or the company website for a brand we hear about.

Search engines evolved and turned into a place to find out almost everything you can about companies.

Now you have the ability to look at Yelp reviews, company complaints, social media accounts, and consumer reports all within a few minutes.

So your brand’s reputation online has quickly become one of the first things potential new consumers will see. Especially if the company deals in anything that people can give feedback about. Which seemingly is everything now.

So how can you protect your reputation? Let’s look at three ways to cultivate a positive reputation.

Monitor and Respond to Online Reviews

One of the biggest things customer service professionals will reinforce that all business professionals can learn is that you will never please 100% of your consumers. It is impossible. Eventually someone will be have a less than acceptable experience in their opinion. But another thing to learn is that listening and responding to feedback in a constructive manner can retain that potential future business and even encourage others to give you a chance.

Obviously when good reviews and feedback are directed your way it helps to show appreciation. Be sure to read and reply to reviews on Google.

Interacting with customers will encourage further feedback from others and future business from those providing the feedback. But again not all feedback will always be positive.

Another important place to watch reviews is on Yelp. Yelp is increasingly growing it’s popularity with many industries. Due in part to their large telephone salesforce, almost every small to medium business in America has been contacted by Yelp at least once.

Create Content for Your Customers

Content creation is one of the greatest ways to build an online brand. The creation of your own website or blog of course should be a starting point but stopping there is wasting an opportunity to catch the attention of customers. Create blog posts discussing things your brand makes or even how to use them.

Start and maintain social media accounts to gather followers and interact with both customers and other companies. Fully finish social media profiles with attention to keeping a consistent portrayal of your brand. If you are simply relying on a website and few pictures alone to launch your brand, expect that the results will likely not reach the heights you hope for.

Monitor Your Reputation Online

While not all bad reviews can be directly addressed (you can’t directly remove results from search engines by saying please), you can respond within Google reviews, some feedback sites, and through social media sites. Pay attention to customer complaints or issues reported by loyal customers. Respond and interact through the sources that will allow it, especially if you can within a timely manner.

Showing an honest interest and remaining professional while responding to experiences will show online viewers that they will be listened to. And also show them that your brand can accept criticism and respond in a sound manner, so they will expect professional treatment no matter what. Never fan the flames and end up trading negative remarks online.

Check Your Brand’s Social Media

Social media outlets are definitely changing online interactions. While it is hard to predict the future for the internet, they are the present. So utilizing social media for the growth of your brand is necessary. But social media is all about interacting and that is not a one-way street. If you can create a social media following through outlets like Facebook, Twitter, Yelp, and others sources then those people will likely begin to interact with you.

But interacting back to both the good, bad, and strange will encourage and grow your online presence. Similar to responding to reviews, responding to customer complaints online will show not only those you interact with but also those that look at your profiles that your brand is active online. That you care about what your customers and potential customers are saying and what they think.

Maintaining a professional and consistent demeanor will help build that reputation you hope to improve because emotional outbursts or out of character actions will often alienate or confuse those that give your profiles a quick glance over.

Having a good or bad reputation online can be a huge deciding factor in a business growing or not. Think of it as the word of mouth reputation for the technological age.

Within seconds someone can find multiple ways to read about a business or brand past their own websites. Therefore it has become critical for businesses to monitor and understand their online reputation. Keeping an active and interactive presence will encourage followers to share your name with others and leave positive feedback when asked to. We’re working on improving this for our clients. A couple examples include: Epic Wood Work and Automatic Gate Tech. Google their business name to see progress.

What do Google and social media sources say about you?

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What is the Recent Facebook Like Gating Ban: Is it a Pro or a Con?

What is the Recent Facebook Like Gating Ban Is it a Pro or a Con

What do you think about the recent Facebook Like gating ban? Is it a step in the positive direction?

In case you haven’t heard yet, Facebook recently announced a Like gating ban. From November 5th, 2014 onwards you will be unable to force people to ‘Like’ your page in order to take part in a contest, avail an offer or for anything else. The pro and con of this Facebook Like gating ban have been discussed below…

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3 Easy Ways to Increase Your Facebook Page Reach

In case you already don’t know, only a small percentage of your Facebook page fans see your posts. This used to be around 16%, but some page owners experienced a decrease in their Facebook page reach after promoted posts were introduced as reported by this New York Times article. The biggest decrease in reach occurred in December 2013, when Facebook made some changes to their algorithm.

A week after the Facebook changes, Ignite, a social media marketing agency, analyzed 689 posts from 21 Facebook pages and found that Facebook’s organic reach and organic reach percentage had each declined by 44% on average. For some pages the decline was as high as 88%.

Facebook Reach Change

So how do you cope with the changes and increase your Facebook page reach?

You might wonder if it is possible, but you can’t really quit Facebook, with over 1.28 billion active users, Facebook is still the top network for social media marketing. The only solution is to step up your efforts to reach your audience and this article will show you exactly how to do that…

1. Post at the best time:

If you want to increase your Facebook page reach you need to post when your fans are online. Usually the best time to post on Facebook is between 1 and 4 PM. But you can find your page’s best time to post by visiting the page’s insights.

Visit Your Page Insights

Under the posts tab you will be able to view the days and times at which most of your fans are online.

See When Your Fans are Online

Schedule your Facebook posts to go out on these days and times.

2. Boost posts:

Boosting a post is probably the best way to increase your Facebook page reach. You can boost a post for as little as $5 and get more people to see it. You can even target the audience you would like to reach. If you are skeptical about this feature you should read this post by Scott Ayres of Post Planner.

Increase Facebook Page Reach With Boost Posts

Here he describes how boosting a post with $20 helped him increase his Facebook reach, generate $2400 in revenue and 22 page ‘Likes’.

3. Share more images and videos:

A study by Hubspot found that images get 53% more likes and 104% more comments than the average post.

Share more Images to Increase Facebook Page Reach

So make an effort to share more images like article covers, comics, graphs, photos, etc. along with the text and links you share as they can be influential in increasing Facebook page reach.

If your fans enjoy watching videos you could post them more often as Facebook announced a change to their video ranking algorithm yesterday. Videos posted will appear in fans news feeds depending on if they watch videos and for how long. Other factors like the number of comments, ‘Likes’ and shares the videos receive will still be considered by the algorithm.

Try out these three tips and watch your Facebook page reach skyrocket.

How have you coped with the latest Facebook changes? What steps do you take to increase your Facebook page reach? Please leave your comments below.