eCommerce #3: 9 Tips on Managing Negative Customer Reviews
We are entering an era when people are gaining courage/enthusiasm to post customer reviews – mostly negative – on public sites or forums. It’s causing massive anxiety within companies. Turning this negative into a positive is hard. In the below insightful WSJ article, up to “24% of small and midsize businesses in the U.S. currently [...]
Pictures matter in social media
We are being warned repeatedly now that the web is leaning towards pictures and video. Pinterest is proving how important visually engaging content is. Facebook has modified its layout which encourages brand pages to take advantage of Timeline’s larger image space. In fact, we are being told what we already know, from TV and the [...]
Crash course lesson in 21st century customer service
Customer service is at crucial turning point with the invention of social network spaces in public relations. Retail stores, from the boutique clothes store to Harvey Norman, are having to re-market themselves to stay relevant. Book stores are going out of business. And we customers now have control. Case study In 2009 United Airlines [...]
Four Surveys on social media: men research; women hunt bargains, stay in touch
For public relations practitioners who are using social media marketing or social media strategy to promote a company and company products the surveys summarised below are informative. The first three focus on the research skills of men who shop online; The fourth reinforces common knowledge: More Moms use Facebook. Note: we have all been fooled by [...]
With social media, not only expect feedback but ask for negative comments
This story below appeared in our inbox a few days ago. This is an essential part of risk management for public relations practitioners playing in the digital space. In the story below HopStop invites criticism. We advise our clients to do the same – not only because it’s good relationship building, but people are going [...]
Books, Clothing Top Planned Online Purchases
Global online consumers say that books and clothes are the items they most plan to purchase in the next six months, according to analysis of Nielsen Company global data by My Coupon Codes. Forty-four percent of global online consumers say they will buy books online in the next six months, while 36% plan to buy [...]
