How to Turn a Disappointed Customer Into a Happy One

Even the most successful businesses have experienced situations where customers have not been satisfied with the services they have received.  Whether their meal was botched in a restaurant, their product was shipped too late, or they were unsatisfied with the items they purchased, customers will be upfront and honest about their concerns. It is crucial to handle these situations strategically in order to mitigate damages and prevent losing future business from that customer, as well as other customers.

Here are five steps in order to turn an unsatisfied customer into a satisfied customer…

Have a good attitude!

Unsatisfied customers may yell or act aggressively while expressing their discontent with the service they have received. Instead of mirroring their body language and attitude, take a deep breath and remain calm. Try to maintain a relaxed and friendly demeanor to avoid further upsetting the customer. One tip that helps in accomplishing this is to look at their complaints as having a positive affect on your company in the sense that your company is improving its abilities by resolving their concerns. The attitude you have going into, and during the conversation, reflects the results of the conversation.

Validate their concerns

While the customer is explaining their concerns, listen actively and make them feel like they are being heard. Reassure the customer that the situation they experienced was not appropriate and does not reflect the intentions of the company. Try using phrases such as…

“It must have been frustrating that…”

“I understand why you are upset…”  

“I hear your concerns and…”

These phrases help to validate the customer’s concerns and make them feel as though their complaint is being acknowledged. In addition, make sure to apologize for any inconvenience that this issue has caused. If a customer feels as though you are “on their side,” they may not be as upset if there is nothing you can do to fix their issue.

Find a solution that satisfies both parties

After hearing their concerns, try to find a reasonable solution to appease the customer. Whether it is remaking the order, sending the product in the mail with a waived shipping cost, or redoing the service to their satisfaction, ensure that the customer’s complaints are answered. In addition, if possible try to go above and beyond with the compensation that you are offering.  For example: offer a discount or a free service in order to encourage them to use your business again.

Follow up with the customer

After resolving the customer’s issue, make sure to follow up with them via email or phone call to assess if they were satisfied with the service that they received. If you handle an unpleasant situation with a customer well, they may be inclined to recommend your business to a friend!

You handle the complaints in person, we handle them online! Check out our MaxExposure reputation management services and improve your customer service!

New Sales Trend: Social Selling

What is social selling?  

Social selling is the use of social media to build and maintain positive relationships with potential customers. This technique allows businesses to reach sales goals in a quicker and more effective manner, as well as possibly eliminate the need to cold call customers. Social selling allows businesses to communicate directly with interested buyers and build their network through direct conversations via social media platforms. With social selling, companies and businesses are more accessible to potential customers. According to LinkedIn, 78% of social sellers outsell those who do not use social media as a sales tactic.  

Social selling makes it easier for businesses to connect with potential buyers and reach out for sales opportunities at appropriate times. Many companies are using social selling as a tactic and may not even know it! If companies have a professional Facebook, Instagram, Twitter, or LinkedIn, they have already begun the social selling process.

Here are three steps on how to use social selling to improve your business…

Develop a reliable brand:

The first step to social selling is to develop a professional brand image to draw customers in and increase your legitimacy in the industry. Customers want to buy from businesses who are established and well trusted by the public.  First impressions matter to customers, and a well maintained and sophisticated profile will help to attract interest from potential buyers. A key step to developing a professional and reliable brand is to include endorsements from prior customers.  

Build a brand personality:

The second step to social selling is to build a brand personality.  In order to keep customers interested in your social media platforms, it is important to build a consistent voice for each post and individual message.  This voice should portray the values of the company and make the customer feel like they are communicating with the same person every time, and therefore building a stronger relationship.  The personality of the voice in the accounts should be something that a customer could relate to. Posts should be clear and cohesive so that they are easy for the customer to understand.

Consistently connect with new and old customers:

The third step to social selling is to engage and connect with new and old customers. Social media platforms such as Instagram, Twitter, Facebook, and LinkedIn allow businesses to easily reach out to potential buyers with new information via posts and individual messaging.  Social media can keep new and old customers up to date with the happenings of a business, as well as promote new sales opportunities. Some advice for reaching out to new customers is to use a customizable message to try to build a relationship before trying to sell anything.  After initially reaching out to the customer, a social seller must continue to follow up in order to build a stronger relationship. By building a strong relationship, customers are more likely to purchase from the business.

If you are looking to improve your marketing, click here to check out our MaxExposure products page!

“What Is Social Selling?” LinkedIn, LinkedIn Corporation, 2019, business.linkedin.com/sales-solutions/social-selling/what-is-social-selling#.

5 Millennial Marketing Tips for Hotels

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The hotel industry is one of the fastest growing industries in the world. Travel has become increasingly popular over recent years, expanding much of its popularity with the Millennial generation. Bookings in travel and tourism reached almost $1.6 trillion in 2017, with global hotel industry estimated to exceed $500 billion by the end of 2018. Although this industry is growing rapidly and expected to continue to grow in the coming years, it is still essential that businesses operating within the hotel industry market to their customers effectively to continue to stand tall in this competitive landscape. Here are 5 marketing tips for marketing to Millennials in the hotel industry…

A Picture Says a Thousand Words

Screen Shot 2018-12-12 at 5.17.27 PM.pngOne of the most important aspects for customers in choosing a hotel is what it looks like; does the bed look old and dusty? Are the carpets outdated and ugly? How big is the bathroom? Is there a TV? The questions are endless. Customers turn to pictures to answer their questions. It’s easy enough for you to claim, “Beautiful, picturesque views of the countryside right outside your window!”, customers need to see it to believe it!! Posting pictures of your hotel rooms is a great way to attract customers as well as gain their trust that you offer high quality accommodations!

Click here to view our MaxExposure Social Media posting products!

LOYALTY is KEY

In the hotel industry, customer loyalty is essential. Once customers have had a good experience at your hotel, they are encouraged to choose your hotel brand for their next travel location as they are already familiar with it. Offering discounts for first time customers is a great way to get new customers in the door and enjoying your services. If your hotel is offering a lower rate and your hotel looks high quality in your pictures, they will be more willing to give your hotel a try over others they have already visited.

There is no Such Thing as no Transparency

With all of the reviews on travel sites for hotels, airlines, and so on, there is no such thing as no transparency. Be sure to be 100% honest on your site and social media accounts in regards to the services your hotel offers and the quality of the accommodations. If customers visit your hotel with false expectations, they will be disappointed by what they receive and therefore give your hotel a terrible review. If they go in with more realistic expectations, they are more likely to be presently surprised by extra offerings they are given and added customer service they did not initially expect!

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Maximize Reviews and GET MORE VIEWS!

Reviews are extremely important in the hotel industry as many customers first instinct in searching for a hotel to stay at is to look at third-party sites such as Expedia or TripAdvisor. After looking at price and pictures, the third aspect they’re going to look at is your customer reviews. To insure you build up your reviews and always have relatively new reviews for your hotel, offer incentives such as, “free breakfast in the morning if you write us a review!”

If you want to increase the amount of views your hotel receives online by improving your SEO click here to view our MaxExposure SEO products!

Utilize Online Efficiencies

With the new technologies and advances in Internet usability, you can greatly enhance your customers experiences in booking a hotel room, viewing new price deals, and so on. Many hotel chains have taken advantage of this by adding virtual 3D visualization of hotel rooms on their sites so customers can get a more enhanced look at what their accommodation is going to look like. Making customers’ experiences on your hotel site easier and more engaging encourages them to directly visit your hotel’s site as opposed to looking for deals online amongst you and all your competitors. This will maximize your hotel’s profitability by increasing your customer loyalty and sales!

Click here to check out our MaxExposure website builder product!

What’s your strategy?

One of the biggest mistakes we see people make is that they don’t have an actual social media marketing strategy. They don’t set any goals or know how to achieve them. They are inevitably disappointed with the results of their marketing efforts. Today we go through how to formulate a basic social media strategy.

Employee Feature: Alli Burns, Marketing Assistant

Hi!! My name is Alli and I’m the face behind many of the MaxExposure blog posts! I have been working with MaxExposure for a little over a year as a marketing assistant. To give you a little background on me, I am originally from Connecticut, I am a marketing major attending Bentley University, I am a big red sox fan, and on the weekends you can catch me watching Friends reruns!

What do you do for MaxExposure?

I am responsible for creating and posting social media content for customers to maximize their social media engagement and following. I am also responsible for creating and publishing content on our MaxExposure blog to give our customers, and blog viewers, social media tips and inform them of new marketing trends to help them improve their own marketing strategy!

What is your favorite part of your job?

My favorite part of my job is hearing back from my boss, Aly, that one of my clients is loving the content I am posting for them. To know that I am not only helping a company increase their online following and sales, but that I’ve actually excited them about their social media account, and their business in general, is extremely rewarding.

I’ve also greatly enjoyed writing and publishing our MaxExposure blogs and learning about new marketing topics, tips, and trends that not only can help our customers, but make me a better marketer as well! ((Click here to check out more of our MaxExposure blogs and get tips on how to improve your company’s marketing!))

Why do you feel companies should choose MaxExposure?

I think companies looking to improve their marketing tactics and company profitability should choose MaxExposure because they are a family-run business. Being a family-run business means they are extremely invested in their customer’s satisfaction with our services. In using a larger marketing company, often times your only point of contact is “customer service” calls and email. At MaxExposure, any time a customer has a concern about their products, they have the opportunity to reach out and speak directly with the employee in charge of providing their services.

Speaking with the actual person in charge of the services gives the customer an opportunity to not only consult that employee regarding their concerns, but collaborate with them and get advice from an expert on how to improve.

What is your favorite MaxExposure product?

My favorite MaxExposure product is the new Website Builder product! A lot of small businesses have outdated or nonfunctional websites so being able to see the transformation of their online company image has been amazing! 

 

If you need us to boost your social media following and engagement, check out our MaxExposure Social Posting products today!

Social Media Marketing Tips for Restaurants

The phone most definitely eats first. Look up the term “foodie” on Instagram or Facebook and you will find thousands of accounts, photos, and videos dedicated to food. Using social media to help market your restaurant is a no-brainer. Here are 5 tips to spice up your social media…

Instagram Hashtag

When posting on Instagram, create a hashtag unique to your restaurant. Any time you post a picture using that hashtag you are encouraging followers to use the hashtag if they make a post about you too. You can say something like “use our hashtag for a chance to get featured!” or “receive a free coffee when you use #XXXX on Instagram!” This way your account will include content both from your business and your customers.

Photography

Pictures are going to be essential for any of your social media posts and you want them to look good. The best part is you don’t have to be a good photographer to take great pictures of food. All you need to do is follow a few simple steps. Download a photo editing app on your phone such as Lightroom or Vsco- you can play with the brightness, sharpness, and clarity of the photos as well as adding filters. Additionally, use the same background for every picture. If you take a photo on a white table always take the photo on the same white table that way your feed will be aesthetically pleasing.
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Giveaways

People love getting free stuff. Hosting giveaways such as a free gift card or a free meal can help create buzz about your business. It can help you increase followers and interactions on your page. You can do something during different holiday seasons, or just randomly. Here is an outline of potential terms:

TO ENTER
1. Like this photo
2. Follow our account
3. Tag a friend you’d share this meal with (1 tag=1 entry)
4 random winners will get a FREE appetizer and drink on their next visit!!!

Interacting with Customers

Make sure that you respond to customers’ comments and complaints on social media. The responses should be personalized and not generic. Try to get to responses within an hour of receiving the comment. If you aren’t confident you will check these interactions often, a good tip is to create a rotation with your employees to have the job of checking and responding to any social media interactions for the day. ((if you want to insure quality and fluidity in your customer interactions, check here to check out our reputation management package!))

Influencers

We have talked about Instagram influencers in the past and food bloggers are a goldmine! Don’t be afraid to reach out to food bloggers to partner with them to get the word out about your restaurant.
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To increase your restaurant’s social media following, click here to check out our social posting products!

Stop giving out FREE WIFI!

Today we go through how you, as a business owner, can leverage your wifi and gain valuable customer information. You can also use it to drive traffic back to your business. Instead of just giving wifi for free and not getting anything in return, give it out with the purpose to help your business. Check out our demo and how we use Facebook Messenger to automate this process for our clients.

Small Business Tips: Using Personalized Marketing to Reach Customers

Let’s Get Personal.

As many of us have noticed, companies online have been getting increasingly “personal” with their customers…maybe even so personal that we’re a little creeped out. For instance, when you are online shopping on a clothing website and then you go on Instagram and there’s an ad for the same exact dress you were just looking at a moment ago. Many people can even recall a time when they were discussing let’s say a certain book with their friend and that same book showed up in an Amazon advertisement without them ever having viewed it online. Maybe it’s our phones listening to us, or maybe, it’s the businesses we shop at.

Although some forms of personalized marketing can come off as a bit creepy and are not super effective in boosting sales or customer retention, personalized marketing, when done correctly, can have a significant positive impact on your business. So how do we use personalized marketing correctly?? Here’s how…

 

Get CONSENT!!!

Screen Shot 2018-11-07 at 12.24.08 PMFirst things first, if you’re going to personalize emails, text messages, printed mail, or Facebook messages, you have to get consent from the customer first. This means that the customer has to have given you their Facebook account information, phone number, address, email address, and name. One way many companies do this is at checkout when they ask if the customer would like to receive text or email alerts on upcoming sales, promotions, and company news. This way when they receive the personalized marketing, they don’t think your company is tracking down their information or stalking you online because they gave you the information themselves.

 

Track Purchases

Now that you have the information you need to send them more personalized marketing, you need to figure out what type of message you’re going to be sending them. Seeing as you are operating a small business, you may not have access to softwares that track individual customer purchases, so tracking which products are selling the most currently is an easier alternative.Utilizing your social media can be helpful here too by viewing the posts your company is tagged in by consumers. Keeping track of which inventory is selling, and promoting a related product or service will get you a much better return by boosting sales of that product even more. 

 

Comments, Compliments, & Concerns

ALWAYS ALWAYS ALWAYS write down anything a customer has to say about your business. Whether it’s in regards to a specific product or service, a specific customer experience, or customer service. If you run a restaurant, write down what customers have to say about certain dishes so you can either change up recipes, or promote a popular dish more often. Even viewing customer reviews on Google, Yelp, or Facebook can be extremely helpful in receiving more specific input on your company’s progress.

 

If you want to get personal with your customers and boost your sales, let us show you how! Click the hyperlinks to check out our Customer Voice and Reputation Management products!

Social Media Hacks to Bump up your Engagement

With the constant addition of new features on social media networks, knowing what features to use to best utilize each social network can get pretty overwhelming. To escape the confusion, here are the five most cost-effective and marketing-effective features on social media networks today…

 

Facebook Post Advertisements

Although some companies pay Facebook to post advertisements, posting advertisements on your own company’s Facebook page is a much cheaper alternative. Although these advertisements may not reach as many people, the people it does reach are more quality. This is because the advertisement shows up on their feed either because they have already liked your company’s page or posts, or because their friends liked your page or posts. The key to posting an effective Facebook advertisement is including appealing graphics that catch the eye, keeping the content short, simple, and to the point, and making the content engaging (asking viewers to click a link, publish a comment, or like and share the post to receive a discount or promo).

 

Instagram Stories and Story Highlights

Instagram stories are also extremely cost effective and effective in reaching your target audience because like the Facebook advertisements, the viewers of your Instagram stories are users who have already followed your company’s page, or users who are currently viewing your page. Instagram stories are not only a great way to advertise new promotions, but new product releases, company events and community involvement, or even just to remind viewers in general to visit your company soon. If you own a restaurant for example, posting pictures of dishes on the menu for the day could cause someone who was maybe going to eat at a different restaurant that day, to eat at your restaurant. If you are not consistently engaged in posting stories, creating story highlight reels is a great way to always have a story available for new viewers, as well as categorize your stories so they are easier for viewers to navigate.

 

Instagram Campaign Posts

Posting Instagram campaign posts are a great way to engage viewers, as well as expand your company’s social network outreach. Some examples of content for an Instagram campaign might be…

“Like this post and republish on your Insta story to receive 40% off today only!”

“Like this post and post a beach pic on your Instagram with #CompanyNameSale to get BOGO free on all swim apparel!”

This not only will increase your sales during the promotion, but will also expand your campaign outreach as viewers will be republishing your post to all of their followers, or post your hashtag on their Instagram post, encouraging more people to view and engage in your campaign, and get your company’s hashtag trending, improving the chances of your company’s post showing up on the Explore feed.

 

If you want to improve your company’s social network postings, click here to view our MaxExposure social media products!

Instagram Makeover: Highlights

Instagram story highlights are an easy way to share more content on your page. You simply save stories you post and add them to a collection of highlights that will appear in a circular bubble under the bio section of your page. We are here to highlight a few ways to make the most of your story highlights.  

Highlight Cover

The first thing people will see before any content is the highlight cover photo. The saying, “don’t judge a book by its cover,” doesn’t apply here. People are going to judge things based on visual appeal whether they know they are doing it or not. For this reason, try to stick with a theme for the cover photos of each highlight. It could be something as simple as creating matching avatars with a background color like this one:

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Or you can even use solid colors. Just remember, this is the first thing followers will see so make sure it is visually appealing!

Highlight Title

Titles can be tricky because Instagram will only let your highlight title fit 13 characters including spaces before it adds and ellipses. It is really up to personal preference but choosing a short title that fits on the screen is more visual appealing. Here’s the difference:

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What to Highlight?

You might get stuck on what to actual save to your highlights for content. There is no right or wrong answer, it all depends on what you use the account for. If you are a restaurant you can make the highlights as simple as “Specials” “Drinks” “Food” and just post pictures of different things on the menu. If you tend to use the poll or questions feature you can highlight the answers or polls that you post.

 

If you’re looking to improve your Instagram content, click here to check out our MaxExposure Instagram posting product!