social media

Responding to Reviews

Whether it be rants or rave reviews, we've all seen our fair share of commenters and consumers share both positive and negative feedback via social media regarding a product or service. With the growth and expansion of social media platforms as a connection between businesses and their customers, interaction between the two has increased, for better and for worse.  

Reviews, both good and bad, can serve as an opportunity to grow and expand your brand, while also increasing customer satisfaction and positive perception about your company. So, how do you turn what could be a negative into a positive?  

The answer lies in a few deep breaths and a well thought-out response.  

Responding to reviews might seem like a daunting task, best left to the lion-taming type. However, with a little reconnaissance and some careful wording, customer reviews could turn into a tool to reach out to a larger audience.  

  • Relax. Don't do it. The first step to intelligently responding to reviews is to stay calm. Negative reviews can be unpleasant and, sometimes, downright rude. However, as the Rudyard Kipling saying goes, "If you can keep your head when all about you are losing theirs and blaming it on you..." Well, let's just say that keeping a cool head is always the better way to go.  
When you do get a negative review, the first thing you should do is take a breather,” said Shama Kabani, author of The Zen of Social Media Marketing and CEO of The Marketing Zen Group, in an article on forbes.com. “You don’t want to fly off the handle and do something to make yourself look bad. Especially if you think the customer complaint is false, your instinct is to react in the heat of the moment. But you’ll regret it. 
  • Linda, Linda, listen. It's no secret that negative reviews on social media can be a good way to get feedback on your business, products and services. If a customer voices their concerns or complaints, listen to what they have to say. Not only is this a good chance to potentially improve upon something within your company, but this is also an opportunity to retain a dissatisfied customer, if handled correctly.  

 

  • By all means, move at a glacial pace... When responding to reviews, it's important to respond quickly. With the speed of social media, things are constantly changing. Within hours, newsfeeds refresh and trends come and go. A quick response time shows that you're attentive toward the concerns of your customers. Many social media professionals suggest that your response time should be within a 60-minute window.  

 

  • #sorrynotsorry When responding to a review, apologize... and really mean it. A sincere apology can go a long way with your social media followers. It puts you in a human light and often garners sympathy about the situation from others.  

 

  • Private eyes. If at all possible, move the conversation away from public view. Solving customer concerns could be a lengthy process, better accomplished through direct message, email or a phone call. Not only will this allow you to get more detailed feedback, but you also have the opportunity to remedy a problem and shift attention on the problem away from the public eye. 

Five Content Marketing Resources for Newbies

Content marketing, a word thrown around in the business world yet rarely defined. At High Five, we like to make sure everyone is on the same page and the same planet so let’s quickly break it down:

Content- consistent, valuable information through various mediums: articles, blogs, videos, pictures, social media posts, info graphics, etc. 

Marketing- the process or technique of promoting, selling, and distributing a product or service

In simplest terms, content marketing delivers valuable information to buyers in hopes that it will promote and sell a product or service

But, here’s the trick. 

Society is over feeling like they are constantly being sold something. They don’t trust you. I mean honestly who enjoys listening to that car dealer’s sales pitch, or furthermore, who actually trusts him or her? 

For content marketing to be successful, a business must master the art of intentional, genuine communication between their customer and themselves. Content marketing says, “Hey look at these DIY projects you and your honey can do this weekend.” Instead of,  “Come to Lowes, we are a warehouse full of building stuff.”

Oh, content marketing. How valuable you are to business when done correctly.

If you’re ready to dip your toe into content marketing, start with these five great resources

Search Engine Optimization: Want to make the first page of Google organically?  You first must understand the ins and outs of SEO.  

Blogs:  An easy way to create more content for your business is to enter the world of blogging. 

Video Content: If you read our blog post 3 Trendy Social Media Takeovers in 2016 , you know that video marketing is vital

Social Media: #Twitter #Facebook #Instagram #crucial

Content Marketing Plan: Even if you’re not Type A, having a content marketing plan ensures that your online presence will continue to build. 

What are resources you use for content marketing? 

3 Trendy Social Media Takeovers in 2016

 

It’s 2016, and man it’s going to be a sweet year for social media. As we research the possibilities, High Five can’t help but get excited to explore new video techniques and creative ways to approach content. Let's take a look at new trends in social media and see just how sweet 2016 will really be.

Video

This isn’t a surprise for those of us who spend a shameful amount of time watching Tasty’s quick how-to videos (hello, cheese-stuffed pizza pretzels) and those darling kid videos. I mean who doesn’t want to watch a little boy in his dinosaur jammies wish you a good mernin’? We eat those videos up. In fact, more than 50 percent of people on Facebook in the U.S. watch at least one video a day, and that will only continue to multiply. Brands will need to get their creative juices flowing, since we believe that video marketing will be one of the, if not the most effective social marketing strategy in 2016. 

Social Commerce

Businesses are finally realizing just how much social media drives sales, but social commerce will surge ROIs (return on investment) in 2016. Last year, one-third of social media users said that they follow their favorite brands on social media and use these platforms to research before purchasing any products or services. Therefore, 2016 will focus on getting those researching to actually make purchases directly on their social media accounts. In 2015, Facebook, Twitter and Pinterest began refining their systems to include buy buttons and other e-commerce capabilities in hopes to drive social commerce. But, be ready for it to ignite in 2016.  

Engagement Eruption

2016 will begin the eruption of engagement and we’re not talking about those wedding engagement pictures taking over your news feeds (those are here to stay), but the engagement between businesses and consumers. In a recent study, 70 percent of Twitter users expect a response from brands they reach out to, and 53 percent expect that response in less than an hour. Keeping up with every tweet, post, and comment is pretty taxing, and the demand for a more manageable way to respond is becoming a must. In 2016, messenger apps like WhatsApp will begin to fill that void in businesses’ marketing. Even Facebook announced their plans of a new Messenger to give customers the opportunity to talk one-on-one with their favorite brands. 

As well as new messaging apps, live stream video and 360-degree ads will give the consumers even more ways to engage.  Live video stream platforms like Periscope and Meerkat are at the forefront of marketing discussions. Businesses will begin streaming new product releases, live Q&A’s and behind the scenes footage to connect with their customers in a more personable way.  Also, with the release of the first 360-degree ad in 2015, we will see more opportunities to engage with ads in 2016.

What are some social media trends you've noticed on the rise this year?