ccbb ppt
TRANSCRIPT
Alan StevensThe MediaCoach
Twitter: mediacoach
Coffee CoffeeBuzz Buzz
All tweets welcome #CaffeCultureShow2015
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
Tweet this:
“There is no product or service good enough to overcome a bad customer experience says @mediacoach #CaffeCulture2015”
What prompts a review?
•Being asked
•Quantity of previous reviews
•Experience differs from expectation
•No other channels
•Unresolved issues
•A very good or bad experience
•Personal request
•Post-visit email
•Regular email
•Physical reminder
•Call to action on website
Ways to get reviews
Alan’s 5 point BUZZ plan
•Be unconventional
•Create an experience to share
•Encourage reviews
•Respond to comments
Responding to comments•Quick, not immediate
•Know the rules (No personal insults..)
•Decide what level to reply at
•Claim your business listing
•Public or private?
Alan’s 5 point BUZZ plan
•Be unconventional
•Create an experience to share
•Encourage reviews
•Respond to comments
•Deal with negatives
Dealing with negatives•Provide non-review paths for feedback
• Links to support in emails
• Live resolution/escalation
•Broadcast your willingness to listen to feedback
• Learn from negative feedback - a process, not a reaction
•Always respond to comments