Does your business or nonprofit organization monitor the Internet for social media mentions? Good and bad references affect its brand reputation, so knowing what people say - and replying - are very important.
Besides, if your goals are to increase leads and sales (or donations), build brand reputation, and improve search rankings, every response you make contributes.
Since, I’ve blogged on social media complaints (Are You Responding to Social Media Complaints? and How Do You Handle Social Media Complaints?), I’d like to focus on the lowest hanging fruit - positive comments and references, as these are the easiest to manage.
Why you should say thanks… Continue reading
Are your business or nonprofit customers happy? Do they toot your horn and contribute to your revenue? If not, perhaps you need to analyze why.
According to a recent McKinsey article, consistency is the secret ingredient to making customers happy. Some of us may have suspected that might be true, but, how to get it right?
“Using a variety of channels and triggering more and more interactions with companies as they seek to meet discrete needs, customers create clusters of interactions that make their individual interactions less important than their cumulative experience.”
McKinsey’s most recent customer-experience survey found that individual experiences aren’t enough to excite customers and build their loyalty. Continue reading