Great Marketing is All About Great Customer Service

From as far as I can remember, I have worked in the service business. As a child, I raked my neighbors’ leaves; as a teen, I worked as a clerk at several different stores. When I started my career, I was 20 and I knew that offering great service was the key to success. What I know about digital marketing now only makes that understanding all the more important.

I had a conversation with a client the other day about online reputation management. She indicated that she heard commercials for services that help keep bad reviews off of sites like Google and Yelp. While we do not consider ourselves reputation managers, much of what we do in our overall marketing strategy planning is finding ways to enhance a company’s reputation online.

The mistake many people make is working hard to keep the bad reviews off of social sites, but it will be a never-ending battle and a waste of energy. You simply can’t please everyone.  What you can do, is go above and beyond for your customers so that they feel appreciated and have a desire to share their experience with the world.  Take this review for our client, The Inspired Bride, for example:

Susan and Jamie did everything right by the account of the reviewer, Lindsay. The only additional step that is sometimes needed is to simply ask your clients for the review. Throughout our work, we consult with our clients on offering enhanced experiences for their customers, adding value and making people feel warm and fuzzy. Beyond that, it’s up to their customers to spread the word, but if you’ve done your part, they are much more likely to comply.

A couple of things you can do to enhance your reputation online are as follows:

  • Ask clients when you complete a transaction to write a review on Google, Yelp, Bing or Facebook. Give them a reminder card and let them know the sites you are looking for reviews on.
  • Hand pick a few clients who you know have had a good customer service experience.  Call them or send them an email and offer them something nice for taking a few minutes to write an honest review about your business.  Perhaps you can give them a discount on their next purchase or offer them a small coffeehouse gift card.
  • Send an email to your entire client base asking them to take a few minutes to tell others what they think. You won’t get 100% participation, but a few will oblige and that’s all you need.

Better reviews are noticed by people searching the Internet and many times, having a great review can help your business to rise to the top of results.  Lastly, keep in mind how important it is to have your business listed on Yelp because Siri, the personal assistant on the iPhone, uses Yelp for it’s local business information.

If you have questions about managing your online listings or building your reputation online, give us a call or contact us online. 757-741-8098

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