Social Media Is The New Word of Mouth

Header: Social Media Is The New Word of Mouth

Word of MouthWe live in a world where star ratings, review sites and social media determine the number of leads you get and how many you convert into sales.

People no longer rely on the anecdotal personal accounts that are associated with “word of mouth” to make a decision.

They want facts and reliable information. Social media has taken over as the key platform for establishing and discussing customer disputes.

Why Social Media?

You may be wondering about the current buzz about social media when it comes to reputation management. Did you know that over 90 percent of customers prefer online reviews when making purchasing decisions? Out of these customers, 80 percent of them will search you on Facebook and Twitter.

Thanks to exposure to digital democracy, people can now post anything about your company out there. The only way you are going to survive a potentially damaging reputation turmoil is by setting up a strong camp in social media and being proactive.

Customers Affect Conversions

feedbackThe number of online review platforms has proliferated over the past years. This has created a new set of challenges to marketing teams.

People now have complete control over what they say and post. They have the freedom to initiate and bring down conversions about brands whenever they want.

Every customer can walk into a store and give a personal account of his or her experience. The account can boost or damage the reputation of the business.

Your can counter these challenges by honing your focus. Do not rely too much on customers with positive experience because only 23 percent of them are likely to post a review online compared to 35 percent of dissatisfied ones. Actively monitor mainstream sites such as Facebook, Twitter, Yahoo, and Google.

Solutions to Reputation Issues

Luckily, there are several solutions to damaged reputation coming from social media and other sites. You need to be ahead of the game and counter any negative review. social-mediaAs a result, you need a robust online reputation management system.

Start off by asking all the customers to write an honest account of their experience. Ensure you provide links to the review site for easier access.

You can also provide links to reputable review sites such as Angie’s List and Amazon or any other site that matters to you. If you do this regularly, you will get high-quality reviews about your brand. However, be prepared to encounter negative reviews at the same time.

In case you have a negative feedback, you can devise mechanisms to deal with it. The first thing you need to do is to take the feedback seriously even if you feel it is baseless. Criticism is vital for your brand.

The information from the critics can help you review your business processes and identify hidden problems. You can then come up with a technique to correct the mistake. If it is about the product, you can adjust your production processes or coach the employees to be more effective.

If it is about customer service, you can train a person to be more personable when engaging clients.

Using Technology in ORM

Technology can save you from the hassles and reduce the expenses you incur when managing your reputation in social media. A good technology collects reviews from thousands of sites in different regions worldwide and sorts them based on the product you offer and the date they were posted.

social-rep-techThe system can show the customer service managers the level of satisfaction of different customers and what is being said about each division.

It will also show the performance of the brand in different locations and compare it with competitors.

The system can show the customer service managers the level of satisfaction of different customers and what is being said about each division.

It will also show the performance of the brand in different locations and compare it with competitors.

The Bottom Line

Whether you run a small business or a corporation, you should not ignore the possible implications of a negative reputation online, especially in social media.

Word of mouth is no longer an effective technique to keep good relations and mend broken ones. You must invest in an online reputation management tool to keep up with your competitors.

At BrightPast we offer fast and efficient services. We are a reputation management company that offers a risk-free guarantee to clients. Our high-end systems remove negative URLS and replace them with positive ones.

The system pushes the negative reviews to the last parts of search engine results and brings the positive ones to the first pages.

Article by George Eblacker