In emerging reputation management situations, the best way to assume control of the conversation is to provide a fast and effective response. This early engagement, when executed properly, can show that your business prioritizes customer sentiment, allows you to guide the conversational thread, and gives you the best chance for a speedy conclusion of the issue. Here are 3 tips that can help your business respond to negative posts in the most effective manner possible:
* Set news alerts on Google for high value keywords – This is a free service that will monitor breaking news on keywords such as the name of your business, products, and key personnel. The service then provides emails with links to emerging news stories that contain the keywords that you have put on the alert list.
* Monitor social networks for comments, inquiries, complaints, etc. Surveys show that approximately 3 out of 5 consumers on social networks will expect a response to questions and other communications, a ratio that is likely to increase over time. Generally speaking, the high bar for engaging with these customers to address specific issues stands at one hour, but a reasonably quick response will usually suffice.
* Prioritize responses to posts that cite a specific issue – Posts that are based on a specific topic enable a fast response that can solve the issue quickly, which can turn a frustrated customer into a happy one. On the other hand, rambling posts should be assessed to determine whether a solution is possible or not and then be handled accordingly.
Addressing online reputation management issues quickly can resolve small issues before they become big problems. Additionally, providing fast solutions to customer issues can convey your company’s commitment to delivering a positive customer experience, which can turn potential problems into profitable opportunities.
* Set news alerts on Google for high value keywords – This is a free service that will monitor breaking news on keywords such as the name of your business, products, and key personnel. The service then provides emails with links to emerging news stories that contain the keywords that you have put on the alert list.
* Monitor social networks for comments, inquiries, complaints, etc. Surveys show that approximately 3 out of 5 consumers on social networks will expect a response to questions and other communications, a ratio that is likely to increase over time. Generally speaking, the high bar for engaging with these customers to address specific issues stands at one hour, but a reasonably quick response will usually suffice.
* Prioritize responses to posts that cite a specific issue – Posts that are based on a specific topic enable a fast response that can solve the issue quickly, which can turn a frustrated customer into a happy one. On the other hand, rambling posts should be assessed to determine whether a solution is possible or not and then be handled accordingly.
Addressing online reputation management issues quickly can resolve small issues before they become big problems. Additionally, providing fast solutions to customer issues can convey your company’s commitment to delivering a positive customer experience, which can turn potential problems into profitable opportunities.
