Public Relations & Social Marketing Insight
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Social marketing, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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Will Customer Reviews Help or Hurt My Business? | The Fried Side

Will Customer Reviews Help or Hurt My Business? | The Fried Side | Public Relations & Social Marketing Insight | Scoop.it
From friedmansocialmedia.com - March 22, 2015 9:55 AM

People often ask me, “Will customer reviews help or hurt my business?” Several months ago, I advised readers not to panic over customer reviews and to claim their accounts on Google Local, Yelp, and other sites that list businesses and accept reviews. Since then, I’ve come across a mix of opinions regarding customer reviews, and I still think that good, honest businesses benefit from reviews, even if they aren’t always full of praise.


Recent research shows that consumers who post reviews not only refrain from being overly negative, but want reviews to be balanced and informative. This is really good news for honest business owners like you....

Jeff Domansky's insight:

Here's why business shouldn't be afraid of online reviews if you're managing your social footprint wisely.

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india cox's curator insight, March 22, 2015 11:09 PM

The good side of online reviews in comparison to the bad trip advisor ones. It shows how hotels can benefit from online reviews and how they can respond to the negative ones. Creating a honest balanced online presence rather than a negative one. Rather than posting reviews that are all negative and that take 6 good reviews to get your good online presence back.
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The Twitter Conundrum: Why Are So Many Brands Ignoring Tweets? | Entrepreneur

The Twitter Conundrum: Why Are So Many Brands Ignoring Tweets? | Entrepreneur | Public Relations & Social Marketing Insight | Scoop.it
From www.entrepreneur.com - January 13, 2013 6:19 PM

A recent study shows that fewer than one-third of big brands that have Twitter accounts answer customer tweets. They interact more on Instagram or Pinterest....

 

"Leaving a tweet unanswered is more damaging than not having a Twitter profile at all, but many businesses learn this lesson too late," he says.

Even more confounding is that Twitter seems to be alone among social networks in that regard. Though fewer retailers are active on Pinterest and Instagram, most of the ones that have active accounts on those networks regularly interact with customers.

  

So what's the reason so many tweets directed at retailers engender no reply? Social media experts have a few theories....

Jeff Domansky's insight:

Not getting social at your peril...

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How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter

How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) | AllTwitter | Public Relations & Social Marketing Insight | Scoop.it
From www.mediabistro.com - August 7, 2013 12:12 PM

What do you do when you have a problem with a brand’s product or service?You go online, right?


You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone.


But brands still have work to do. While 80 percent of Twitter users expect a response to a consumer service enquiry within a day, just 40 percent of tweets to the 25 largest online retailers are answered within 24 hours, and many are ignored altogether....

Jeff Domansky's insight:

More challenges ahead for businesses hoping to deliver "social service" online. Consumer expectations for instant service online are growing exponentially. Not many businesses will be able to deliver consistently and then the online fireworks will start. 

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