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!

The Key to Marketing Small Businesses

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Operating a small business is not something to try to sneak past your customers, but rather something to accent on throughout your marketing strategy. There are so many benefits to purchasing from small businesses as opposed to large businesses. Accenting on the personalized customer service, increased customer value, and high quality products and services your small business offers, will greatly increase the effectiveness of your company’s marketing. Below are three tips to helping you unlock the key to marketing your small business!

Inbound Marketing is EVERYTHING

cellphone-device-digital-marketing-893893.jpgConsidering that small businesses tend to do less business and therefore generate lower profits than larger businesses, there is less money to be allocated towards the marketing budget. Inbound marketing is extremely helpful in allowing small businesses to compete with larger businesses who can afford to spend more on marketing. TV advertisements, print advertising, and radio ads have become extremely ineffective in recent years as customers are now using social media and music and tv streaming services. Inbound marketing includes blogs, websites, and social media marketing. Inbound marketing revolves around attracting the customer to your business, rather than simply marketing a product or service to them. It’s about creating a need for your customer so they come to you as opposed to the other way around.

If your business needs help with improving its inbound marketing, click here to check out our MaxExposure products on our website!

Give your Customers the Inside Scoop

One of the best parts about working with a small business is that you actually get to know the people you are working with. New customers want to know what to expect when meeting your business’ employees for the first time, and existing customers love to see the employees they love and are familiar with! Make sure to post an image of your employees at work either in-office or out of the office and keep them updated on your employees’ lives to engage them and increase their trust in your business! Posting content about an employee’s promotion or recent wedding shows your customers that you care about your employees and allows them to build relationships with your employees as well.

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Customer Satisfaction Goes a Long Way

Last but not least, one of the most important aspects in effectively marketing your small business is following through on the customer service your customers expect. Satisfying your customers not only ensures they continue purchasing from your business, but that they will recommend your company to their friends and possibly even write you a review online! Customer recommendations and reviews go a long way in marketing your small business. Small businesses are typically not well-known and trusted right off the bat because many people have never used or heard of them before. Through customer satisfaction, reviews, and recommendations, your small business expands its customer base and improves its branding.

Check out our MaxExposure social posting products for your small business by clicking here!

The Zero Moment of Truth

Today we go through a concept called the “Zero Moment of Truth.” Learn how your potential customers think in the digital age and the information they consume before they actually decide to do business with you. Whether you are a sandwich shop or a furniture store, your potential customers are comparing your online presence against your competitors.

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!

How to Effectively Reach your Audience Using Social Media

Identify your Audience on Social Media

This is the first step to any type of marketing your company is involved in. You may think you have this figured out, because your company’s social media audience is just your target market, right? Wrong. Your company’s audience on social media is not only your company’s customers, but everyone associated with your company and your brand. Partners, stakeholders, employees, and customers are all included in your company’s social media audience. Recognizing every type of involvement your social media audience has with your company is essential in knowing how to effectively reach them through your company’s social media posts.

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Another factor to consider when determining your company’s social media audience is the variety of age and demographics in your audience. For any company’s social media audience, it is safe to say the ages of the audience will contain a range of at least 20+ years. Considering this, posting content that attracts every age in your audience is very important in maintaining your social media following and engaging your audience. This means not posting content that would only be understood by one specific age group such as trendy phrases that only a younger generation might understand, as well as references to subjects only older groups would recognize.

Determine What Social Media Platforms Apply to your Audience

pexels-photo-429247.jpegNow that you have identified who your company’s social media audience is, you need to determine what social media platforms they use most, or are most valuable to them. If you already have active social media accounts, you could determine this through simply looking at your company’s current following on each social media site. You could also determine this however, by performing secondary research to find out what social media sites are most used by what kinds of people. www.statista.com contains various statistics on the demographics of users on social media sites such as Facebook or Instagram. Performing this secondary research, as well as using your current information on social media usage specific to your audience is very beneficial in knowing what social media platforms apply to your audience.

 

Find out what your Audience wants from your Social Media

Knowing what your audience wants out of your company’s social media is extremely important in creating effective content for your social media accounts. In trying to figure out what your audience wants from your social media, it can be very helpful to look not only at your specific product or service and your specific company, but at the industry as a whole. Everyone involved in your business, and included in your social media audience; partners, shareholders, employees, and customers, is therefore involved in your industry. Posts that apply to that industry as a whole will appeal to all of your social media audience.

If you run a dog shelter, you may post images or write posts for dogs that are up for adoption currently. This will appeal mainly to the customers in your social media audience. To appeal to the other sectors of your social media audience, you could post images of dogs that were recently adopted and are now in loving homes, employee stories, pet tips & advice, interesting articles that are pet / animal related and or company activities. By posting adoptions, employee stories and company activities it will allow your employees and customers to engage more and share their involvement to their personal sites.  It’s also important to remain relevant and interesting to your audience, by posting more than just “pets up for adoptions” your brand will grow further than those solely looking for a new family member, which can help other animals get adopted by people sharing content that they find interesting, which helps grow your brand and link back to your social media channels.

 

Create a Personality for your Social Media that Appeals to your Audience

Creating a personality that all of your social media audience can relate, or agree with is extremely important in attracting your audience to your company’s social media posts. People not only pay attention to the pictures being posted, or even the words written in the post, but how they are written, and the voice behind them. Knowing the type of personality that would appeal to your audience will make them enjoy your posts even more, and feel more comfortable engaging in your company’s posts with responses, likes, and so on. This will also encourage your audience to read through your posts when they see them on their social media feed as they not only like seeing the posts, but hearing that voice behind each post.

pexels-photo-708440.jpegHaving social media accounts that are constantly receiving likes, comments, or reviews from your audience will further enhance the effectiveness of the accounts, as well as help your company maintain a good brand image. Although your company already does maintain relationships with your customers through business transactions & follow up, social media can be another great way to enhance those relationships, and maintain a company presence even without people actually physically interacting with your company.

 

Implementing your New Social Media Strategy

Making alterations to any business process can seem daunting at times, but that is never a reason not to do it. Whether you just need to make one slight change to your social media accounts after reading this, or feel the need to do a complete overhaul, it is possible, and it is always worth doing to improve your company. Below are three ways you can go about implementing your new social media strategy…

Hiring a Social Media Management Company

Hiring a third party company to revamp your social media accounts and create posts for your company allows you to almost entirely eliminate the stress of doing it yourself. Social media management companies not only post to your company’s accounts, but meet with your company’s employees to discuss the type of audience your company wants to appeal to. Our company, Max Exposure Business Solutions, offers various packages to help maintain an excellent social media presence, including our Max Exposure Essentials – Basic package. This package includes social posting, responding to customer reviews/comments, and monthly analytics reports amongst other services. 

Hiring a Professional for In-house Training

Hiring a professional to train you or one of your employees on how to use social software can be extremely helpful in revamping your social media accounts. This is a cost effective way to get a handle on where to start in improving your social media accounts and how to constantly track the progress of your social media activity. Max Exposure Business Solutions offers a DIY Software Training service which offers one hour of professional training on social posting, social listening, social media analytics, and more.

Facebook Ads

pexels-photo-267482.jpegCreating Facebook ads for your company can help you identify who your audience is, and gain an increased following from your audience. People on Facebook will view your ad and if the subject appeals to them, they can click on the ad, view your page, and like your page, automatically sending your posts to their feed. This is a time and cost efficient way for you to identify what people apply to your company’s social media audience, while simultaneously marketing for your company. If your company is looking to increase their Facebook following and find its social media audience, feel free to look at Max Exposure’s Facebook Advertising – Level 2 package!

 

 

The Benefits of Using a Third Party for your Company’s Social Media

Today, social media platforms are no longer just used for the “social” aspect, but are now utilized to promote and market businesses to consumers. Social media offers a way for companies to reach large audiences of people at a relatively inexpensive price. Maintaining customer relations on social media is essential whether you have a new, up and coming business that’s looking to create a network of potential customers or employees, or a business that wants to expand its network or improve its company image.

pexels-photo-296878.jpegSocial media is one of those “you get what you give” kind of things. As in, the more effort and maintenance you put into your social media, the more benefit you will get out of it. The difficulty many businesses find when trying to maintain their social media accounts is that it takes a lot of time and energy going through each social media account and coming up with posts, replying to customer comments and direct messages, responding and evaluating online reviews, and hosting promotional campaigns. On top of every other responsibility you have to handle for your business, customer relations on social media can sometimes be overlooked. One way of insuring this does not happen and you maintain good customer relations online is to hire a third party to not only post to your social media, but respond to customers reviews, ratings, and comments as well. Below are just a couple of the benefits of using a third party for your company’s social media…

Takes One Responsibility off the List

As mentioned previously, operating a company can be extremely difficult, and it comes with a load of tasks, many of which change on a day to day basis and require flexibility and adaptation. With all of these other responsibilities, your company’s social media is one of the first tasks many people tend to overlook or move off to the side. You might find you are getting overflowed with work one day and find yourself saying something like, “Hey Sarah, can you do this instead of posting to Instagram like you usually do, we posted something just last week, that should hold us over for a bit.” Not only will your customers start to recognize inconsistencies in your posts, but your employee, “Sarah,” was also responsible for checking customer comments and messages on Instagram, which you have now overlooked and your customers may be frustrated not receiving a timely response. Taking this one responsibility off of your to-do list actually takes about 5 responsibilities off your to-do list, making it much easier for you to manage your business.

Allows for an Unbiased Response to Customers

pexels-photo-826349.jpegEvery company gets those rude, nasty comments or reviews from customers on their social media accounts. You know the ones I’m talking about, the ones claiming “not only was their lobster uncooked, but it was crawling around on the plate.” Responding to these, you might be tempted to react with some snarky comment because obviously, you want to defend your company. Hiring a third party company to respond for you takes the bias out of the response and allows for your company to still maintain a good image online. If customers saw that you did not respond well to criticism and were rude to your customer’s negative reviews, they would think less of your company and might even choose not to do business with you.

Keeps the Voice of your Company Consistent

Oftentimes companies might put their company’s social media accounts in the hands of the marketing department or public relations department, rather than just assigning the responsibility to one employee. Although this may be more efficient for your company, the voice of your company is constantly changing which can confuse customers and make them feel as though you just throw around your social media responses from employee to employee without real consideration. Having one consistent voice makes customers feel more cared about and comfortable, and third party companies do just that. They train their employees on how to respond to customer responses so there is consistency in every response.

Maintains Appropriate Response Time

The one thing you do not want to do, that could decrease your customer’s ratings rather than increase them, is take too long to respond to customer reviews. Whether the review is good or bad, customers want to know that you value the time they took to go on your site and review your business. Not many customers take the time to do this, so the ones that do need to be showed that it does make a difference. Bad reviews especially need a quick response rate because not only will the customer who posted the bad review be frustrated, but other customers viewing that review and see that you did not take the time to respond promptly to it. Third party companies have scheduled times each day of when to check and respond to reviews, comments, and so on, to insure this is never an issue for your company.

Insures High Quality in Social Media posts

hands-woman-laptop-notebook.jpgLastly, using a third party to not only respond to comments and reviews on social media, but to post to your company’s social media as well is extremely beneficial to your company’s image. Figuring out what to post to social media can be extremely difficult, and finding a photographer or videographer that is qualified and produces the correct quality images and video for your social media takes up more of your time and effort. Hiring a third party for this insures you receive the same quality every time, without having to constantly go through the process of scheduling a photographer and having someone come up with post ideas.

Our company, Max Exposure Social Media, offers various services surrounding customer relations, social media for your company, logo design, and now we even offer website design for your company! Our packages can help your company in increasing efficiency and quality of your online interactions with your customers. This will help increase your following and improve your company’s image every day. If you are interested in viewing any of our products or services, please follow the link below and check them out!

http://www.maxexposuresolutions.com/

5 Reasons Why Every Business Should Have a Company Video

We’ve all visited company websites to learn more about them, but felt frustrated because the information provided is either too dense or too difficult to find. One thing a business can do to avoid this from happening is by providing their customers with a company video. Video is much more powerful than spoken or written word as people are more likely to absorb information when it is visually presented to them. Through the use of a professionally made video, a company can portray themselves in a positive light which will attract new customers and keep the old ones coming back for more.

pexels-photo.jpgA study done a few years ago showed that Americans watched 21 billion videos online in one year, and 79 percent of people with an online presence frequently watch videos. This proves that today, more than ever before, it is crucial to utilize this feature to reach a large audience. These videos do not only have to show up on a company’s website. They can be posted on several different social media platforms including Facebook, Instagram, and YouTube.

People today want information, but they want it fast. What better way to do this than through a video? Below are five of the most important reasons why every business should have a company video…

     1. It  gives your company a face

Providing customers with a video about your company is a great way to create an image or help build onto the one you already have. Customers will gain trust and be more loyal if they can visually see what your company is all about and have a tangible experience. The video itself should include the core values and mission to quickly and effectively get your message across.

     2. It shows your customers you’re the real deal

Having a video not only provides your customers with quick and relevant information but it also reflects on the legitimacy of the company. When I see that a company website has a video, I automatically categorize them as a business that takes their work seriously and has the resources to market their company effectively. High quality videos show that your company is up-to-date and relevant, allowing customers to trust the quality of your product or service.

     3. It helps give a personal touch

pexels-photo-450271.jpegConnecting to your customers and making them feel like they are valued is one way your company can separate themselves from other businesses, and a video can help you do that. A video helps create a bond with your viewers by being personal and authentic. By including actual staff or workers from the business, it not only shows the company’s personality but allows customers to put a face to the organization itself.

     4. It can set you apart from your competition

Not only will having a high quality video show your customers you are serious and committed to what you do, but it will also set you apart from the competition. Many other companies, especially direct competitors, may not have gone the extra mile to make a video, and believe me your customers will notice the difference and appreciate the time and effort that went into it. Not only will this video set you apart but it will also help you to be remembered

     5. It helps to actively engage customers

pexels-photo-838413.jpegThere are two types of ways people can be engaged, passively or actively. Passive engagement is when someone is looking over something but not really absorbing the information. This could be when they are reading the long “About Us” section on a website. Actively engaged people are absorbing information by taking part in some kind of action or visual stimulation. People learn and remember information better if they are actively engaged, and this active engagement can be accomplished through the use of company videos. 

At MaxExposure Social Media we offer a service that can make a company video for your business. The BetterVideo solution combines client provided or stock imagery, royalty-free music, professionally written script and recorded voice-over to create an informative and visually captivating 60-second video. If you are interested in this or would like to learn more about this service feel free to visit our website, www.maxexposuresocialmedia.com, or contact us!

How to Respond to Negative Reviews on Social Media

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Picture this. You’re at a new restaurant that just opened up down the street. You figured you’d give it a shot and who knows, maybe it’ll be the new “go-to” for date night! So you grab a couple friends and you all end up having a great time and enjoying a delicious meal. You go home, spread out on the couch, watch some late night tv, and sleep soundly knowing you found a new favorite restaurant and had a fun night out with your friends.

Now let’s rewind a couple hours. You’ve just arrived at the new restaurant. The wait is 30 minutes long even though there’s hardly anyone there and the staff is running around frantically, hardly paying any attention to you. You finally sit down at your table, the waitress brings you some waters, and disappears for 20 minutes while you’re looking at menus. She comes back, takes your order, your food arrives 30 minutes later, cold and bland. Needless to say, you had a terrible first experience and you go home complaining about the bad service and mediocre (at best) food, and you and your friends agree you will not be going back to that place again anytime soon.

So with 100% honesty answer this question: under which of these two circumstances would you be more likely to go online and write a review for the restaurant? I don’t know about you, but I hardly ever write a good review for a business, and I can name a couple occasions in which I wrote negative reviews. This is why I have made a resolution for myself, as I encourage you to do as well, that I am going to post reviews every time I visit a business, regardless of what kind of experience I had.

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Whether you are a business owner, or an employee, you are also a consumer, allowing you to take action to better businesses’ customer service on both ends of the stick. Just as it is your responsibility to respond to the negative reviews your business may receive, it is also your responsibility to give feedback to other companies, good or bad, in the hopes that they too can improve upon their customer service as well.

 

Receiving negative reviews online is unavoidable for any company, so being prepared and knowing how to respond to these negative reviews when you do receive them is extremely important in managing your customer relations and maintaining a good brand image. Below I have included 5 tips for responding to a negative review online:

     1. Read and Reread the Review 2. Include their name in the response (if possible)

Prior to responding to a negative review, you want to make sure you get a thorough understanding of what the customer is complaining about so you do not forget to include anything in your response. For example if you own a restaurant and the customer is complaining about the terrible service and that their soup arrived cold, you should not only respond to the terrible service complaint. You want the customer to feel valued and listened to, so responding to all of their issues is extremely important in maintaining a good customer relationship.

     2. Include their name in the response (if possible)

Including the customer’s name in your response to their complaint is a great way of personalizing your message to them and making them feel important. This is not always possible however, for example if a customer’s username is “Gladiator 97,” their first name is most likely not Gladiator, and therefore you should not include any name in the response.

     3. Portray a positive outlook on their feedback

pexels-photo-840996.jpegYou do not want to sound like you are annoyed that they gave you a negative review. Although the customer may be frustrated with your company, they are helping you improve your business by giving you feedback on where you could improve. You should always thank them for writing the review, for example you may write: “Thank you so much for your feedback, we value your business with us..” or “Thank you for taking the time to inform us of your experience, we love receiving customer feedback and are constantly working to improve our customer service..”

     4. Acknowledge the difference in perceptions

Negative reviews can be extremely frustrating because on most occasions, the customer is going to exaggerate the issue and make it appear worse than it was in reality. No matter how frustrating this may be, you have to remain the bigger person and express your concern rather than argue the issue with them. Remember, you are not only responding to the customer who wrote the negative review, but to every other person who may read the review and response when looking at your company’s reviews. Being the bigger person and responding as appropriately as possible to your customers’ reviews will benefit your company’s overall image in the long run.

     5. Actually look into their issue

pexels-photo-618550.jpegAs stated before, receiving negative reviews is less of a threat, but more an opportunity to improve your customer service and relationships. If the customer is complaining of a bad experience with an employee, or quality of a product your business carries, it is your responsibility as a company owner to take the time to look into the issue and insure it is resolved and will not reoccur.