Traffic And Leads Podcast

The Power of Online Business Reviews

10.08.2018 - By One-Click LindseyPlay

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Jennifer Crawford (https://www.linkedin.com/in/socialmediarescue/) is our special guest on today's episode of Traffic and Leads Podcast. She is the founder of Social Media Rescue (http://www.smrescue.com/)—an agency that handles social media management, social media strategies, and online customer services—Jennifer is all knowing in the ways of maintaining a strong presence online, and monitoring reviews for your business—good and bad—that’ll help keep your online reputation at a happy place for everyone! Today, Jennifer and I talk about how her agency came about, what she can do for small businesses, and how reviews can affect your business in the long run. Let’s get started!

IN THIS EPISODE YOU WILL LEARN:

* How this business came to be! Jennifer explains that previously, she gave advice to friends over cups of coffee who ran businesses on things like social media, and how to maintain an online presence. After doing it for so long, her friends encouraged her to start her own agency, stating that they’d pay her to handle their social media for their business instead of doing it themselves. From there, the agency was born, and now Jennifer helps small and medium-sized business owners with their social media management!

* Jennifer also explains where the name of her agency comes from, and why she chose the word “rescue”. She knows that small businesses need social media accounts to get the word out about their amazing products, but small business owners don’t work a normal schedule. They often have long days and long shifts, and their free time doesn’t accommodate learning how to control various social media accounts. Therefore, she feels like she’s “rescuing” people from their social media stress, and giving them the attention they cannot to things that still matter!

* Jennifer talks to us about what online customer service entails, explaining that it’s important to pay attention to what people are saying about your business online—not only on social media but on review sites as well. Being responsive to it helps you engage with your customer base, considering that reviews often lie on either side of the extreme—people will either praise your business for a job well done, or they’ll leave a negative review that’s intended for your eyes, as the business owner. They want to get your attention for you to realize something, and in the replies of a review, it’s rare that you see the business in question involved. According to Jennifer, that’s a missed opportunity to connect with your happy customers and to also remedy a situation that’s caused a customer to be unhappy, as well.

* Jennifer explains what good customer service can mean, explaining that even the most unhappy clients have the potential to become your biggest cheerleaders! If you’re quick to address and correct the problems that people might be having, you’re giving them a chance to do their experience over, and in the end, those people could end up being your most loyal customers based on how well they were treated, and the fact that their complaints were taken seriously and fixed quickly!

* Jennifer explains to us how she tracks all this information, explaining where the social media management part of her company comes in handy. There’s a number of tools you can use to keep track of things like mentions, hashtags, and company names, and Jennifer often uses things like Google Alerts, and BrandWatch interfaced with HootSuite. This, of course, depends on the size of your company, and how often you’re going to be mentioned, but social media management tools make it easy to align your information in one place!

* Jennifer talks to us about what you should do when faced with a bad review. More often than not,

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