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@DaveKerpen @PatrickAmbron #LikeableWebinar
| Date post: | 31-Jul-2015 |
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@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
NEGATIVE RESULTS ONLINE COME IN
MANY FORMS
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
JohnDoe.netProfessional
JohnDoe.comMain
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
But what if you find a negative comment or search result
online?
“Life is 10% what happens to youand 90% how you react to it.”-Charles R. Swindoll
@DaveKerpen @PatrickAmbron #LikeableWebinar
Option 1:Delete It?
Deleting a comment = Tearing up a comment card
@DaveKerpen @PatrickAmbron #LikeableWebinar
Do – Not – Delete Rule
Unless a comment is obscene, profane, or
bigoted, or it contains someone’s personal and
private information, it should never be deleted
from a social network site or blog.
@DaveKerpen @PatrickAmbron #LikeableWebinar
United Breaks Guitars
@DaveKerpen @PatrickAmbron #LikeableWebinar
Option 2: Ignore it?
• Ignoring negative comments sends out the message that your customer’s opinion doesn’t matter
• Is that the impression you want to make on potential clients?
No response is a response!
@DaveKerpen @PatrickAmbron #LikeableWebinar
The Solution
@DaveKerpen @PatrickAmbron #LikeableWebinar
Respond Quickly!
1. Respond Publicly
2. Resolve Privately
@DaveKerpen @PatrickAmbron #LikeableWebinar
The 4 Most Important Words in Social:I’m Sorry & Thank You
@DaveKerpen @PatrickAmbron #LikeableWebinar
@DaveKerpen @PatrickAmbron #LikeableWebinar
Turn Complainers Into Supporters
@DaveKerpen @PatrickAmbron #LikeableWebinar
Listen, Apologize, Solve, Thank.
@DaveKerpen @PatrickAmbron #LikeableWebinar
Consider Responding WithSurprise and Delight
You could be surprised with the kind of response you get!
@DaveKerpen @PatrickAmbron #LikeableWebinar
Prioritizing for Online Influence
@DaveKerpen @PatrickAmbron #LikeableWebinar
Complaints are Unavoidable
• Think about turning your customer care into an asset!
• Avoiding the problem won’t make it go away.
• Turn an inevitable negative into a positive!
@DaveKerpen @PatrickAmbron #LikeableWebinar
Incentivize for Positive Feedback On Social
@DaveKerpen @PatrickAmbron #LikeableWebinar
Incentivize for Positive Feedback On Social
@DaveKerpen @PatrickAmbron #LikeableWebinar
THE LIKEABLE SOLUTION
Likeable Hub Will
Help You:
-Sign Up For Likeable & save $200 by the end of this week.
-Sign up by the end of the month & save $100!
-Visit likeabledemo.com to redeem!
Call 212-259-3237 or email [email protected] to
redeem.
Special Offers!
-Schedule a free one on one personal branding session with a BrandYourself Reputation Expert!
-Expires at the end of May!
Call 646-863-8226 or email [email protected]
with questions.
@DaveKerpen @PatrickAmbron #LikeableWebinar
Thank You/Questions + Grand PrizeCONTACT:Dave Kerpen Patrick Ambron
TWITTER@davekerpen@PatrickAmbron
[email protected]@brandyourself.com
PHONE212-359-4347646-863-8226
Check your email RIGHT after the webinar with details to redeem special offers!
@DaveKerpen @PatrickAmbron #LikeableWebinar
