If you have a business, your business is probably mentioned somewhere online. Even if you don’t have a website or social media presence (though you should, and here’s one place to start) someone, somewhere, has most likely talked online about your business. You need to know what you’re doing well, where you could improve, and whether you need to make something right.
Here are five ways to measure customer satisfaction and track what customers are saying about your business online.
1. Check your social media accounts regularly
Check your Facebook, Twitter, LinkedIn, and other accounts for comments, messages, mentions and replies. Determine whether they require action, engage in a positive manner and, if necessary, take steps to make something right.
2. Check out the review sites
Go to Google My Business, Yelp, Angie’s List and other review sites to see what’s being said about your business. Although you usually can’t have a bad review taken down, you generally can respond and your response might convince a customer (or anyone reading the review) to give your business a second chance. Here’s our advice for handling bad online reviews.
3. Set up alerts
Alerts such as Google Alerts lets you know when your business has been mentioned online. When a review goes up, you get an email to notify you about it. It’s much easier than constantly searching the Internet for all mentions of your business.
4. Track blogs and social mentions
Connectivity allows you to track online reviews and the latest interactions with your business, and consolidate your social media profiles (avoiding the tedious task of logging into every individual account) into one convenient dashboard.
5. Check out the influencers
Influencers are exactly the definition of the word: people who can affect the purchasing decisions of others. Topsy lets you see how you’re mentioned on social media and how influencers talk about you. If they are not talking about you, maybe it’s time to reach out and get their attention.
Remember, don’t overthink it.
Running your business and providing excellent customer service are more important than reading every single thing written about your business in the dark corners of the Internet. Yes, there are valid comments, but there are also people looking to cause chaos with fake negative reviews. Pay attention to your online mentions and respond when you need to.
Top photo credit: Stockette/Shutterstock
Olga Traskova is a Senior Manager in Marketing and Sales Operations at Connectivity.
