I wanted to talk to you today about word of mouth, particularly word of mouth online, and how you can use it to your advantage. Many people think that word of mouth is only in existence in the real world and not online, or they ignore the internet entirely when talking about this. That is the problem with so many businesses. They ignore the online part of word-of-mouth when they should be leveraging it to make their business look better.
What Is Online Word-Of-Mouth?
These are some of the main types of online word of mouth:
Bloggers write about products and services online a lot. People like to share their experiences with a certain product, whether that be good or bad. If you reach out to bloggers that gave your product a negative review or put your product under a negative light, you can remedy some of the major issues that they had with your company and make a good customer service example out of the situation. Be sure that you don’t mess up on this, though. That could mean even more bad publicity.
Reviews are another form of online word-of-mouth. They are great in some cases and in others can be turned into a learning experience and great opportunity to make things right with a customer. When someone leaves you a good review, see if you can send them a small gift or a coupon. That will make people very happy and inclined to leave good reviews for you too. If someone leaves you a bad review that is where the real opportunity lies.
When someone leaves you a bad review, that means, most of the time anyways, that your business messed up. Reach out to the people that gave you a bad review and fix the problem. Show people that are looking at the review that when you make mistakes, you try your best to make them right.
Social media is the last one on this list, and one of the biggest ones. Social media allows people to share about their experience with your brand. People can about your brand. The best thing that you can do here when people are talking negatively about your brand is to reach out and solve the problem. People share good stuff on social media too, but many only remember the bad parts of their experiences. It’s how we’re wired.
How Can You Leverage It
Now that you know how people can be talking about your business online, let’s take a look at how you can leverage it.
Show You Care
One of the most important things that you can do online is show people that you actually care about their experience with your business. People like to see that you care about them and the experience that they had with your brand. Show them that you do. When they leave a bad review, reach out.
When someone talks about any experience that they had with your brand, you should reach out, either thanking them or asking them how you can do better and solve their problem. This will show people that you care about what people say. Depending on the issue, you should figure out if you are going to reach out publicly or privately.
You can use these channels as customer support channels, etc. These things will help you help your customers and leverage positive word of mouth online.
I hope that these articles help you have better word-of-mouth online. Thanks for reading and remember to be great and never settle for anything less.