Archive | February 2013

Don’t be the last to know! 3 simple tips to keep tabs on your online feedback

Keeping tabs on what people are saying about you online is crucial to maintaining a healthy reputation for your business. Any feedback your business gets directly from customers is great, but what about the ones that don’t come tell you that they’re unhappy?
Customer Feedback

Here are 3 quick and easy tips to help you keep track of what people are saying about you – AND your competitors! With over 80% of users turning to the internet when they are looking for a new business (Nielsen Research), it’s vital to make sure that you know what is being said about your business and your brand online.

1) Get Google to do the hard work

Google Alerts work by notifying you of new content that matches the key search terms that you are interested in. For example, a hairdresser in Melbourne who wants to keep up to date with the industry might tell Google Alerts to send them updates regarding “latest hair trends”. Google Alerts will then send you an email with all the links to the new content on the internet that matches those search terms.

At the very least, we recommend that all businesses set up Google Alerts for their business name to monitor what is being said about your business online. (You can also set up alerts on your competitors to keep an eye on what they’re up to.)

Set up Google Alerts now!

2) Set up email notifications on review and directory sites

There are a host of directories that your business may be listed on, possibly without your knowledge. With WOMO.com.au, businesses are added on the site when they receive their first customer review. We often hear about businesses only learning of their reviews when a customer mentions! It is important to claim your listing on WOMO.com.au (and any other directory sites). In most cases, this process is completely free and helps businesses keep on top of any new reviews that they may get later down the track. Businesses who claim their listing will be notified of new reviews and also gives them the chance to comment on their reviews.

A recent Nielsen Survey found that 71% of people read reviews, discussions or comments about business online, which highlights the growing importance of online reviews and consumer-generated content sites on a businesses’ reputation.

3) Track mentions on Facebook & Twitter

Social Media is making it easier for customers to praise businesses or vent their frustrations to the masses via Facebook, Twitter or even YouTube. But how can businesses keep tabs on this? Easy! Social Mention allows you to track and measure what is being said about your business, product, competitor or industry across the social media landscape in real time.

Similar to Google Alerts – just type in your business name, product or keywords/phrase into the search field, select where you would like to search the social sphere (i.e blogs, microblogs or simply select “All”) for the search term(s) you have entered and click the Search button. Based on your search terms, Social Mention will give you list of content matching those terms.

Statistics will also be included in the results, such as the strength of your brand, the reach, passion and sentiment. While not completely scientific, the statistics give you a good idea of the nature of the types of conversations and comments surrounding your brand.

Keep track of your business on social network sites blogosphere – Set up Social Mention now!

Don’t put your head in the sand!

Whether your business decides to do one of all of these tips to track your business online, it is important to understand that these tools help you monitor what people are saying about you so that you can respond promptly to the comments. If you come across a problem, don’t simply listen to what people are saying, engage your customers and let users know that you are working to solve the problem (see our Tips for Responding to Negative Reviews here – but most apply to all kinds of feedback).

And if there’s little or no feedback – well that’s also a problem!  Get to work on building up a bank of positive feedback – here’s some Tips for Encouraging Customers to Review Your Business.  Social proof is what customers are looking for, so when customers look for feedback on your business, make sure they find something good!