Date: 29/03/2024
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Customer Satisfaction is the Currency for Success.

The Internet has always been a bullhorn for public opinion. But now more than ever these voices have become a powerful currency for a business's prosperity. This is the new face of digital marketing, and for most of us it is a great thing. Gone are the days of big budgets and sly marketing tactics being able to drown out the competition. Now more than ever your digital marketing progress will come from solid, organic, informative and entertaining content AND from serving your customers with excellence.

The value of customer feedback and reviews are substantial. They give your company real time insights into how your business is performing. And most importantly they give (supposedly) unbiased signals to your potential customer base about what to expect from you. This transmission of information about your business is moving faster and making bigger waves and it doesn't show signs of slowing down. So what does this mean for you? Well first it means that you need to be running a superb service, which your customers can't wait to rave about. But we are going to assume you are already running a business of repute and need to know how to harness this power.

To gain the most from your efforts the key is finding your advocates. Your advocates are your biggest fans; they are already loyal to your brand and will, if given the chance, happily shout it from the roof tops. To find these folks you have to be engaged in social platforms and through email, as well as person to person if applicable. You need to nurture these folks, give them incentives and also give them benefits. You need to have clear paths to gathering feedback; this should be done on your website, review sites and social media sites. You need to engage there, this is not a static, one sided, endeavor. It takes work, and it takes caring.

There is also a very important opportunity that arrives with negative feedback. As humans we tend to knee jerk when someone tells us something bad about ourselves, we may even spit back at the person. However in online marketing, the way your business deals with these situations can in some cases, work in your favor more than a simple positive review. Handling a dissatisfied reviewer with care and attention and doing it in a public forum, sends a big message to outsiders looking in. We all expect to find something negative being said, you cannot please everyone. In fact I think we would be a little wary of a company that has a pristine profile.  But seeing active customer service attention will give me confidence that I am choosing a company that values its customers.

Today you need to establish a profile for your business on Google + and Yelp, you should also be active on Facebook and Twitter. Depending on your area of business there are dozens of different review sites you may want to be active in also. You should have a clear path on your website for customer feedback and even use a service like Survey Monkey to contact your customer base and gather this information. You also need to monitor all these areas and anywhere else your customer base may be: chat rooms, groups, and even competitor sites. You need to see the whole picture so you can ensure your online reputation fits your brands goals.

Customer reviews and referrals are becoming, and I am sure will be, the most powerful currency in online decision making for new customer acquisitions. Whether you are a food truck or an insurance agent, a car salesman or a hospital, this applies across the board. The time to harness this potential is now.

If you have questions about these or any other digital marketing topics, we will be glad to discuss them with you. Contact Us Here or Call 877-397-7605

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