No matter what you sell or what industry you’re in, you’re going to experience negative word of mouth.
You know, those customers who are expressing their complaints on social media.
It just happens.
Things break, problems come up and employees have bad days. But it’s how you handle it that separates you from everyone else.
Remember: Negative word of mouth is an opportunity.
A great response strategy can convert angry and upset customers into loyal, raving fans. The rule of thumb is that while unhappy customers talk to 5 people, formerly unhappy customers you win back talk to 10.
Content is the fuel for your social media rocket ship and the foundation of any solid presence in the social sphere. Your content cannot be everything to everyone; however, you can be relevant and provide value to your target market.
Generating compelling content that people want to consume can increase your website traffic and help you attract and retain a dedicated following. In order to produce quality content, you’re going to need a good source of raw material to continually draw upon.
Social media integration is becoming a big buzzword this year. As social media marketing matures and starts playing a bigger role within marketing campaigns, businesses are beginning to see that social media can be integrated into many channels.
Here are two current studies that show how the integration of social media marketing is changing the way marketers connect and engage with their audiences—online and offline.
#1: Marketers Ditch Silo Campaigns and Report Social Media as “Critical for Success” (Alterian)
As digital and social media marketing mature, the demand for greater integration is evident. Marketers are quickly realizing that operating in a one-way marketing tunnel makes success impossible in this social media–saturated world.
There are some interesting studies surfacing lately in the world of social media. Here’s a summary of three recent research findings covering the benefits of social media marketing, how forums help brands and how businesses are employing social media marketing.
#1: 50% of Small Businesses Say Lead Generation is Biggest Benefit of Social Networking
According to the “Small Business Marketing Forecast 2010” from Ad-ology, lead generation is the biggest benefit of social networking for U.S. small businesses.
At a time when businesses are using social media to promote content and start discussions, Avaya has found that listening trumps talking.
“We’re listening to social media and responding,” said Paul Dunay, Avaya’s social media ringleader, who is global managing director of services and social media marketing.
“There is no Tweet that goes unturned. No forum post that goes unturned where our name is mentioned.”
What began as a way to engage and support customers has evolved beyond even Avaya’s expectations. And if Avaya ever doubted its investment in social media, those concerns are now put to rest.