Social media and blogging have completely changed how we interact with one another. It all started when the casual internet user discovered that freeing feeling of blogging about their day-to-day experiences – being able to vent about bad restaurant experiences or how much they loved their new digital camera. Now everyone takes part in these social activities – tweeting and blogging their recommendations away.
The average rule of thumb is that for every person that has a bad experience – that person will tell between 6 and 10 people. The average person on Twitter follows 100 people. Negative comments can have a much farther reach in the digital space than in a one-on-one environment.
We’ve all been influenced by our peers when it comes to decisions we make – even something as simple as where we choose to go for dinner. Someone suggests a place, but instantly it pops into your head that your friend blogged about her experience saying that place had horrible service. You automatically rule this restaurant out – even though you haven’t been there.
What could this restaurant have done to have rectified this situation? Simple, they could have addressed the issue straight on. Replied to the blog post saying how sorry they were – asked for a second chance and offered a 10% discount or free appetizer for their next visit. If you saw the restaurant’s reply on your friend’s blog – wouldn’t you be impressed that they cared enough about their experience to reply and try to make things right?
Do you know what people are saying about your company online? Do you like what they’re saying? 34% of bloggers post opinions about products and brands, and 78% of consumers trust peer recommendations. Only 14% have said they trust advertisements.
There are over 200,000,000 blogs online, and 54% of bloggers post content or tweet daily. In fact, 25% of search results for the world’s top 20 brands are links to user-generated content. Even though you might not like it, it’s very possible that these bad reviews can show up when someone is searching for your company. Address these reviews head-on. Show that you care about your customer’s experience.
Don’t feel like you should only comment on the negative reviews as well. Comment on the positive reviews as well. Thank your customers for coming by or for letting you assist them with your services. One-on-one attention in a world that is fast paced and cluttered with fancy advertisements stands out. If you feel important to a company – and feel that they listen to you – you’re going to be a repeat customer.
LNP Studios offers online reputation monitoring services that will keep you informed about what people are blogging, tweeting, and facebooking about your company. We’ll let you know the good and the bad, so that you can see what’s working and what isn’t. And if there is something negative being said, it will be brought to your attention so that you can do something in a timely manner.
Call us (404.228.5167) or email us (at Emma@lnpstudios.com) today for more information!
Article By: Emma Loggins