“To answer? That is the question….”

A good name, like good will, is got by many actions and lost by one.
Lord Jeffery

Customers are now talking about your product, your service or even you – the good,the bad or the ugly… What should you do?

Like in the military, high tech communication tools help you to avoid war at all costs. Use today’s intelligence gathering tools to manage your response strategy.

If you respond without good thought your reputation is at risk. Think before you say anything. Take time to respond, save it for later and then read it again. Once it is live, it is often there forever….

Respond to posts like they have contacted you directly – think about if they rang or emailed how would you deal to it.

If you choose not to respond, social media sites can escalate the “minor” problem into a “major” one. Check out this Youtube titled “United Breaks Guitars” – a mere 11,348,000 hits!

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO Amazon.com

At the end of the day, online social media sites are just another way to offer a better customer experience. It’s how you deal with the good, the bad or the ugly that is vital.

Next time – Reponse and Reputation Strategy… how, why, when and what you should say…


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