Tuesday, April 23rd, 2013
A rising trend in social media reputation management is the use of Twitter by companies to spread the word about themselves. From time-to-time, a client may not be happy, and may take to Twitter to let other people know, leading to an online reputational nightmare. Do you know how to deal with negative tweets? Traditionally, the general rule regarding complaints was that a disgruntled customer or client will tell up to 20 people when they are unhappy, versus 5 when they are happy. When a complaint is made on Twitter, chances are very high it will be seen by more than 20 people. Complaints on Twitter should be taken seriously, even one complaint could damage your online reputation. Here are a few tips on dealing with this new breed of online customer service. Ensure Team Alignment If you have more than one person looking over your social media accounts, or someone other than you looking over it, you need to be sure that they are experts on your products and services. This is important because it is them who will be responding to questions and complaints. If you don’t have an FAQ section set up, it is a good idea to establish answers to the most commonly asked questions, as well as answers or responses to any frequent complaints. This will provide you and your employees with a way to quickly handle displeased customers. Prompt Response is Key Oftentimes, a quick response will go a long way in dampening the complaint. As people, we like to be acknowledged and when it is … Continue reading the story "Complaints on Twitter, What you should do"
Tuesday, April 23rd, 2013
Many businesses with a social networking marketing strategy include LinkedIn in their plan, but are they getting the most value out? Chances are, you might be barely scratching the surface of what LinkedIn can contribute to the growth of your business. With a still-growing user base of at least 120 million, LinkedIn has become THE professional social networking tool of many businesses. While Facebook is still the major network on the personal side, LinkedIn's importance in the business-to-business world is growing. With LinkedIn, your social networking strategy doesn't have to be complex, and smaller companies, in particular, can quickly see results with just a little effort. Here are a few pointers to help you maximize the positive effect of your LinkedIn connections. Be comprehensive. "Short and sweet" may be the rule of thumb in any other kind of forum, but for professional purposes it's always best to include as many credentials about you and your business as possible. It's helpful to give potential clients and connections the full story on your strengths – which means listing past employment and work experience, academic backgrounds, pertinent skills, competencies and certifications, and even educational backgrounds. It's important to understand that many of the people who will enlist your services will only have your online credentials to go on, so give them a complete picture of what you've done and can do. Customize your URL. When you create a LinkedIn profile, the site auto-generates a URL for that profile. But did you know that you can customize and change that URL? By changing it to reflect your business, it … Continue reading the story "LinkedIn and Your Business"