When you think of social interactions, what comes to mind first? I personally thought about bumping into someone and having a conversation, but it was the 21stst century and social media have gained a firm grip on how people communicate and share information. With communication between millions of people as easy as pressing a few buttons on your phone, how will that impact business? That Ohio University MBA Program have created the following infographic to show the types of social interaction businesses may encounter online.
With the ability customers now have to post reviews on most social media accounts for a business it can be a great avenue for customers, or an easy way to grow your business. Nearly 9 out of 10 people have read online reviews to rate a business, this means that your online presence is critical to your business success. Now that there are so many social platforms for submitting reviews, your first contact is the top priority in both good and bad situations.
If a customer posts a bad review, what do you do? You may be annoyed by a posted comment, but you can’t reply angrily. The best thing for you to do is calm down, research the complaint, write a positive, professional response, and finally include an explanation of what you did to improve the situation. With a quick response like this for all to see, you have a much better chance of retaining this customer, and getting more out of this bad-starting experience.
What if a customer writes a great review, how should you respond? To make sure you take advantage of these positive reviews, you want to make sure you respond within the first two days, you want to keep it short and simple, personal, and thank customers for their compliments, no one likes receiving an automated form of message.
Below is a more in-depth look at the statistics behind the do’s and don’ts of some of the online interactions you might have with customers.