Alan StevensThe MediaCoach

Twitter: mediacoach

Coffee CoffeeBuzz Buzz

All tweets welcome #CaffeCultureShow2015

Text

What do customers know about you?

• PAID

• OWNED

• EARNED

What do customers know about you?

• PAID - Adverts on Facebook, Google etc

• OWNED

• EARNED

What do customers know about you?

• PAID - Adverts on Facebook, Google etc

• OWNED - Your website

• EARNED

What do customers know about you?

• PAID - Adverts on Facebook, Google etc

• OWNED - Your website

• EARNED - Review sites, social media

What do customers know about you?

• PAID - Adverts on Facebook, Google etc

• OWNED - Your website

• EARNED - Review sites, social media

A negative tweet could cause a business to lose 30 customers

(Convergys Corporation, 2009)

Alan’s 5 point BUZZ plan

•Be unconventional

D’Espresso

ManhattanNYC

Alan’s 5 point BUZZ plan

•Be unconventional

•Create an experience to share

What do customers share?

What do customers share?

Customer Service

What do customers share?

Customer Service

Customer Service

Tweet this:

“There is no product or service good enough to overcome a bad customer experience says @mediacoach #CaffeCulture2015”

Alan’s 5 point BUZZ plan

•Be unconventional

•Create an experience to share

•Encourage reviews

Where do customers put reviews?

Text

What prompts a review?

•Being asked

•Quantity of previous reviews

•Experience differs from expectation

•No other channels

•Unresolved issues

•A very good or bad experience

•Personal request

•Post-visit email

•Regular email

•Physical reminder

•Call to action on website

Ways to get reviews

Tripadvisor Insights

Alan’s 5 point BUZZ plan

•Be unconventional

•Create an experience to share

•Encourage reviews

•Respond to comments

Responding to comments•Quick, not immediate

•Know the rules (No personal insults..)

•Decide what level to reply at

•Claim your business listing

•Public or private?

Alan’s 5 point BUZZ plan

•Be unconventional

•Create an experience to share

•Encourage reviews

•Respond to comments

•Deal with negatives

Dealing with negatives•Provide non-review paths for feedback

• Links to support in emails

• Live resolution/escalation

•Broadcast your willingness to listen to feedback

• Learn from negative feedback - a process, not a reaction

•Always respond to comments

Alan StevensThe MediaCoach

Twitter: mediacoach

Coffee CoffeeBuzz Buzz

#CaffeCultureShow2015

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