Customer Feedback- What happens when it goes bad?

I think if you were to take a poll of small business owners they would tell you that they need to be on social media. Some of them have even gone so far as to create a Facebook, twitter or a Google plus page. The problem is that's usually where it ends. The pages and the profiles become stale and any feedback they get on those pages either remain unaddressed or ignored. That's where the problem begins. A stale or static social media page or profile can be worse then having nothing at all. If your customers are trying to connect with you or supplying you with feedback, be it positive or negative, then you are doing them a disservice by not addressing it or acknowledging it.

Think about it like this if someone was in your store complaining or screaming you would probably go over to them and see what's wrong. Correct?

Well, right now "only 45% of marketers currently have a plan in place to deal with negative comments." That sounds like a recipe for disaster. People are checking you out online before they are checking you out in person. You need to have a plan in place to deal with that

The NY Daily News offers reputation monitoring as a part of all of our digital solutions packages

Call us at 212-210-1929 for a free consultation and check out Kathy Crosett's piece that discusses this further:


Tackling Negative Comments

Yahoo Partners with Yelp, YIKES?

In the never ending game called "How do we catch up to Google?" Yahoo! has taken up with online review site Yelp!

You can read more on the partnership here at the Wall Street Journal :

Yahoo to partner with Yelp article

I bring this up now because I have heard people refer to Yelp as "trusted content' and I guess like beauty, that is in the eye of the beholder. I think we have all had a bad meal at a well reviewed by Yelp restaurant and similarly I have had a great experience at places that had an overall unfavorable Yelp score. So if a powerhouse like Yahoo is going to partner with a Yelp for content this should send a huge sign out to small and medium sized businesses that they had better be on top of their online reputation management. 

These review sites are no longer looked at as the opinions of anonymous untrustworthy individuals, but as reliable content sought after by huge search engines! This is a game changer in the world of reputation management. For a long time businesses have been able to control the content and the message they want potential customers to see by placing ads in certain media and limiting any damaging information by keeping it in house. Now, the power is slowly shifting to the consumer and if you're not careful the message your potential customers are getting may not be the one you want. 

The Daily News has realized the need to provide reputation management to small and medium businesses. These are the types of places that might have not have the resources to defend themselves but might be damaged the most by a poor online review. We can help you navigate the online waters of reputation management and make sure that you are listed correctly on review sites and directories across the web.

Call us anytime for a free consultation at 212-210-1929