We have always said in business that word of mouth is the most powerful marketing you'll ever do. But now, with social media like Facebook and Twitter (for many an app on their smart phone), it's becoming alarmingly powerful. Customers who have a bad experience can instantly blast you online and woe to the company that has it go viral, like Delta Airlines:http://www.youtube.com/watch?v=iQJI5-Xz-N8&feature=related
It's critical to monitor your online reputation through something like Google Alerts
http://www.google.com/alerts. This takes less than 5 minutes to set up and you can plug in any word or phrase you want to monitor online. You can set up the frequency (how often) you want to notified. You choose the reach (Blogs? News? Video?) you desire to monitor. By quickly responding to an upset customer and humbly responding in public you can win points. Delta Airlines is a good example. They apologized quickly and publicly, pledged reimbursement and changed their policy.
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