Every business owner knows that their business has a reputation, both good and bad.
Photo (CC) by Intersection Consulting, Flickr
They know people who have thanked them for their help and they know customers have left angry (but they probably don’t know them all as we, as consumers, sometimes don’t tell the owner but we let everyone else know).
In the days of traditional media, statistics suggested that a satisfied customer told maybe five people about a good experience. However the dissatisfied consumer may tell as many as 20.
Well today information about the reputation of a business can be found online. Even if it isn’t in one of the online review sites such as Yelp or TripAdvisor, people make comments on their Facebook page or in a tweet about their experiences. And, as in the case of United airlines and others, some of these incidents become wide spread, or “go viral.”
There are tools that a business owner can use to help him or her monitor what is being said (see https://www.openforum.com/articles/online-reputation-management-tools/). Yet research suggests that many small business owners simply do not take the time or don’t consider it a priority. Not watching what is being said about your business though brings great risk. No longer are 20 people hearing about a poor experience but all of that person’s hundreds of friends. And if a comment is made, just starting multiplying that by their friends and their friends, etc., etc. Thus you can see not paying attention is perhaps letting the snowball start rolling down the hill until it devours your business.
And if nothing is being said, don’t assume that is a good thing. Being there is the first requirement. But more and more, people want to check out your reputation. Online reviews are a quick and easy way to begin to develop a trust relationship with the consumer. You need to work on developing those online reviews. Encourage them from current customers.
Bottom line: 1) Know your reputation. 2) Encourage your customers to share their online reviews.
I love reading SmallBusinessComputing.com – they have some great ideas and thoughts about helping Small Business Owners with their online marketing journey. Sometimes due to so many other good reads I don’t always get to the best articles and ones I like to share – this one in particular emphasizes some things that we have been telling businesses in our educational workshops and so therefore I am going to take some time and go into some more detail about each of the trends! The article Top 5 Small Business Marketing Trends for 2013 highlights 5 Trends:
- Mobile Marketing Is Here and Now
- Content and Content Promotions is the New SEO
- Email Marketing: Focus on Mobile Optimized Messages
- Personalize and Customize Ecommerce Marketing
- Social Advertising is Hot
Tune if for more Mobile Marketing but in the meantime read the article – Top 5 Small Business Marketing Trends for 2013
eXtension – Entrepreneurs and Their Communities
Winter Webinar Series
Second Thursday of every month
2:00 p.m. (ET); 1:00 p.m. (CT); 12:00 p.m. (MT); 11:00 am (PT)
Connect to webinar – https://connect.extension.iastate.edu/etc-cop
January 10 – Getting Action from Website Landing Pages
Ever wonder why some online businesses seem to have all the luck – well it may not be luck after all! Their content marketing payoff may be because their ‘landing pages’ encourage the customer to take ‘action’. Your landing pages can mean the difference between profit and loss! Learn how to send your customers to the right page and create the appropriate call to action!
Presenter – Jay Jenkins, UNL Extension Educator
February 14 – Top 10 Trends and Cool Tools in Social Media
Julie Fox joins us again this year for a popular session on what’s new in social media. This fast moving session goes beyond the latest statistics to demonstrate what’s working and show you how to benefit from the latest social media trends and tools.
Presenter – Julie Fox, Ohio State Extension
March 14 – Pinterest for Your Business
Just when you thought you’d gotten a handle on social media by getting on Facebook and maybe giving Twitter a try, along comes Pinterest. Pinterest is now the number three most-popular social network in the U.S., behind only Facebook and Twitter, according to Experian’s Digital Marketer Trend and Benchmark Report. Thru this webinar an introduction to what Pinterest is and why you should use it for your business will be presented. Also discussed will be setting up a Pinterest account, how to interact, and how to create pin boards.
Presenters Tara Gross is a young entrepreneur and owner of Country Drawers in Cambridge, Nebraska and Connie Hancock is an Extension Educator from UNL Extension.
Check us out on Facebook athttp://www.facebook.com/eXtensionentrepreneurs
To learn more about other eXtension educational programs – https://learn.extension.org
eXtension Entrepreneurship – http://www.extension.org/entrepreneurship
Mark your calendars! The eXtension Entrepreneurship webinar series continues with some very timely topics. All webinars will air monthly on the second Thursday at 2:00pm (ET); 1:00pm (CT); 12:00pm (MT); 11:00am (PT).
No pre-registration is required and there is no fee to participate. About 10 minutes prior to the start time simply go the Adobe Connect Pro meeting room at https://connect.extension.iastate.edu/etc-cop. You will be presented with a login screen that has an “Enter as Guest” option. Enter your full name then click “Enter Room” to join the conference. You will be able to hear the audio directly from your computer’s speakers.