What should you do when someone posts a negative review about your company or your products or services?
Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation.
This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken
This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. A negative review, like any complaint, is an opportunity to show how good you are. The difference is that review sites take that opportunity public, which can be good; very good! – Shep Hyken Continue reading
It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact at a more personal level. Even on the phone you can listen to a customer’s tone of voice and react accordingly. But, building trust online is a different story; not necessarily more difficult. Just different. Continue reading
Recently I read an article about a hotel that had a unique social media clause written into their special event contracts. This hotel was built in the 1830’s and appears to specialize in weddings. The property looks to be quite beautiful; however their social media policy is not. Continue reading
by Shep Hyken, CSP, CPAE
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