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Social Media and Handling Negative Comments About your Business PART 3 of 4

OMA-Comp-Negative-Feedback-3customers, you should at least consult the issue positively. Thanking them would also be helpful.

What you can take from all of this

As your business expands, you will gain more customers; hence, more opinions and feedback. What a business does with this feedback dictates the character of the business. The feedback could either be accepted and lead to changes, or ignored and forgotten.

There are businesses who avoid using social media because they wouldn’t know how to handle the negative feedback the right way. Social media offers a lot of ideas for improvement, and not all of these ideas have to be used. It helps to keep your options open.

Negative feedback is inevitable. Just because some businesses don’t want to use social media and see criticism publicly, doesn’t mean that the negativity isn’t out there.

Listening to your customers and making changes in their favor can help gain major company supporters. Customers love a business who cares about what they have to say.

 A 40/100 is better than a 0/100

The people who keep quiet and don’t give feedback aren’t being as involved as those customers who point out flaws. Disinterest is worse than concern.

Complaints are just another part of owning a business. There are always going to be customers that aren’t fully pleased.

Acknowledging the concerns of customers can turn them from judgmental to spokespeople who only praise your business. Ignoring them can either not to do anything at all or make things worse. Getting a customer to support your organization can help with the development of it.

 Social media is making customer interaction that much more important

These days, if clients have a question or complaint, there is a greater chance for them to contact you using social media, instead of email phone or using a contact on your site.

Social Media and Handling Negative Comments About your Business PART 2 of 4

e. The nicer you are, the better

Although some negative feedback may not be necessarily true or fixable, show that you care about the customer’s opinion and you want to help. If you disagree with the feedback, it won’t get you very far.

Different kinds of client feedback

 

There are different types of negative feedback. These include feedback about a problem that needs fixing, and feedback where people are just being antagonistic and you can’t do anything about it. Spotting the type of feedback will determine on how you should respond.

a. A direct problem: A customer may have a problem with your product or conduction of service. Although this could impact a business’s credibility negatively, but it can also be a learning experience. If a problem is presented to a business, do what you can to address it.

b. A representative’s character: Even though some feedback and complaints may not put any restraints on a business’s reputation, the issue the customer brings up may be important, and you have a disappointed customer.

c. Don’t take everything personally: Sometimes, criticisms come with advice that can benefit the business in the future. If you receive negative feedback with a few suggestions on how to solve the problem, you should consider this to prevent any more future complaints.

How to react and reply

The first step was identifying the type of response you receive from your customers. Next, you have to choose the correct way to address the critics. How you respond can determine how your customers see your business, which is very important. Always stay upbeat and be open minded to any criticism, especially if it is constructive.

a. A direct problem: You must absolutely respond to this sort of criticism. Whether your response is public or more universal and personal depends on what the issue is and the amount of people that it is affecting. It does not matter what the issue is. Someone like you, a business person, should show that you are proceeding with steps to fix whatever the problem could be. At times the criticism happens to be a result of an anticipated problem rather than an actual one. When that type of problem occurs, even then should criticism be consulted. When that kind of situation happens, you should thank the client for the advice and ask if they would like to know why the problem has occurred.

b. A representative’s character: When it comes to merited attacks, you can’t let your feelings get in the way of an optimistic response and a quick response. These are harder for businesses to deal with because some feel as if they’re being attacked personally.

c. Don’t take everything personally: When a customer leaves their ideas or possible improvements, a business may not always agree. In order to show your loyalty

To Be Continued…

Social Media and Handling Negative Comments About your Business PART 1 of 4

OMA-Comp-Negative-FeedbackSocial Media and Dealing with Negative Remarks about Your Place of Business

Social media is convenient when it comes to receiving and tending to complaints and negative feedback. Constructive criticism isn’t the end of the world, and a successful business knows how to respond to this in the right way.

The larger the business is and the more data you put out for everyone to see, the more people will talk about it. Their views can be easily spread by means of social media, and these feedbacks should be accepted and learned from.

Loyalty to a business is very important. Social media allows for the customers to communicate with the business and vice versa. This helps create a personal connection between the business and consumer and can help promote the legitimacy of the company.

With the easy communication between a business and its customers, it unfortunately makes it easier for the customers to give negative feedback. Tending to the negative feedback should be immediate and should be done in a righteous manner.

This is how you can righteously deal with negative feedback:

a. Brand observation

If you see how often and see the location of where your brand is mentioned, you can find negative feedback much more quickly and you can deal with it immediately.

b. Turning negatives into positives

The faster you respond to negative feedback, the better. Leaving negative feedback unattended could cause the problem they have to spread. Negative feedback should be responded to, even if there is no fix for their complaint, to assure the customers that you are doing everything you can.

c. Take the truth into account

A business has to be able to admit when it is wrong if the negative feedback it receives is true. If it doesn’t, it could damage the reputation of the business and lose the customers trust.

d. Stay level-headed

Don’t take negative feedback personally. Rather than reacting emotionally, react by fixing the problem and learn from the feedback.

PART 2 COMING SOON

Mobile Stats 2013 and Why It’s Important to Build Websites That Are Mobile-Friendly

Mobile Stats 2013
Mobile is the current hotspot for getting noticed. Mobile is everywhere. The utilization of cell phone and mobile devices to surf the internet have seen a dramatic adoption rate within the last 5 years. View some stats below to see why it is important to invest in mobile friendly website.

  • 58% of all US consumers already own a smartphone. (Source: comScore)
  • Over 1.2 billion people access the web from their mobile devices. (Source: Trinity Digital Marketing)
  • Global mobile traffic now accounts for 15% of all Internet traffic. Internet Trends 2013
  • No one screen size has more than 20% of the market share. Mobify Research & Development
  • 61% of people have a better opinion of brands when they offer a good mobile experience. (Source: Latitude)
  • 60% of mobile shoppers use their smartphones while in a store, and another 50% while on their way to a store.(Source: Deloitte Digital)
  • 90% of people move between devices to accomplish a goal, whether that’s on smartphones, PCs, tablets or TV. (Source: Google)
  • Almost half a billion tablets will ship in 2013 and 2014 alone. Gartner
  • Tablet users spend 50% more than PC users. (Source: Adobe)
  • 25.85% of all emails are opened on mobile phones, and 10.16% are opened on tablets. Knotice
  • Mobile-based searches make up one quarter of all searches. The Search Agency
  • 95% of smartphone users have searched for local info. Google
  • Every 100ms increase in load time decreases sales by 1%. Amazon

Social Media and how it’s changing the way we communicate

OMAComp Social MediaOver the course of the past decade or so, social media has begun to play a bigger and bigger role in our everyday lives. As a society, we’ve realized just how connected we have become through working together via Twitter, Blogging and your local Wi-Fi enabled Starbucks. Here are some interesting stories just over the past week or so showing you how critical and significant sharing that post or photo you took can be.

New York Yankee Alex Rodriquez or “A-Rod” as he’s known to his fan-base, recently came under fire by team manager Brian Cashman for tweeting something a little prematurely. Rodriguez, who is currently rehabbing after hip surgery, recently tweeted that the doctors told him he can play baseball again soon. After having read this, Cashman personally called Alex telling him to watch what he says. A-Rod’s excitement is understandable to a certain degree, but you still have to be careful with what you say on social outlets, especially Twitter. People can take your tweeted words and before you know it, you have an overnight phenomenon on your hands that you did not intend to have. Here’s hoping A-rod keeps his Instagram videos in the dugout to a minimum this season.

Another recent story is that of Rusty the bear’s great escape. The red panda escaped from the National Zoo in Washington D.C. sometime between Monday night and Sunday morning. The kicker is that the zoo released the information on the social staple Twitter, and within a few hours there had been tens of thousands of retweets asking for the rescue of this little guy. Pictures and sightings were also being shred. Rusty was eventually caught a little bit after 2 o’clock p.m. the same day over half a mile away from the Zoo, and it was all thanks to the locals of the capital working together through a website.

Whether it’s posting a bland status update, tracking and finding bad people, or just retweeting a celebrity, Social Media has changed the way we communicate as a whole. Understanding when and when to not post is key in many cases. It might be too early to tell whether or not it’s the right way to do things, but for the time being, social media is king. Who knows what going to be next.