Tag Archives: customer service

Online Business Marketing: How to Deal With Angry Customers Online

In this Article:

The Importance of Knowing your Core Business Values
Realize that You May Not Have all the Answers-and that’s OK!
Finding Unhappy Customers Online
Worldwide Exposure. As an online business marketing on the internet that’s what we go for, right? But, it’s also what a lot of online businesses dread as they open up their businesses as free game to millions of anonymous people that are either going to love you or hate you. We all love the ones that love us, that’s easy. But what about the ones that “hate” us? How do you deal with angry customers online? How do you deal with the haters, that aren’t your customers but for some reason seem Hell bent on the demise of your business? Here are a few simple tips to seduce your haters.”You attend to their issues as rapidly and transparently as possible. And here’s what happens: the squeaky wheel is not only silenced but seduced…”-Bob GarfieldDon’t ignore them and hope they will go away.Now, by saying this I’m not suggesting that you try to please everyone. Taking a cue from a little something that Bill Cosby once said, If you try to please everyone in your business you’ll end up pleasing (and serving) nobody.Smart online business marketing starts with understanding the core value and core mission of your product and service. Yes, you will tweak some of your products along the way, make improvements, present them in a better way, repurpose your content, and incorporate new information that is aligned with those core values. But the foundation of your business, the stuff that you are building your empire on, shouldn’t change.

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So deal with an angry customer, hater, or squeaky wheel. If you are honest and have been transparent with the intentions of your business, then there is no reason to hide.Is your Online Business Marketing Content Confusing?First, take out your ego, pride and hurt and decide if there is some validity to what the angry customer is saying. Most of the time, their hatred stems not from any personal feelings toward you but instead from frustrations over a transaction that didn’t go as planned. Other times they may have had expectations of one thing and then received another. In both of these cases, figure out if you need to make any adjustments to your online marketing. Is the content confusing? Could you explain things in a different manner? One good rule of thumb is to always try to under-promise and over-deliver.”In a transparent world, engaging an unhappy customer has a twofold win. You get to learn from the critic with a megaphone and you get to turn a foe into a friend.” – Steven Rosenbaum “Curation Nation”Be Transparent – If you Don’t Have the Answer, say so!There will be times when you can’t answer or solve the angry customer’s problem. That’s okay! If you are like most entrepreneurs you are curious, and you like to solve problems. So their frustrations may just be an opportunity for you to create a solution, create a product to sell, and then actually profit from their anger by providing a benefit or solution for other customers with that same concern. You turn their anger into a solution! You can tell them, “I don’t have an answer for that right now. But I appreciate you bringing it to my attention. If I’m able to come up with a solution that might help you, I’ll be sure to let you know!”Now – here’s a tip: If you keep getting the same frustrations over and over from various clients – happy and unhappy – then you know that there’s an audience for that particular solution! Develop a product to sell that addresses their problem…cha ching!Deal with Angry Customers on the Same Platform If an unhappy customer is talking about you on Facebook, then be sure your response can be found on Facebook; if it’s YouTube then a video response may be a good angle, if they have a blog, then comment on their blog. The goal here is to acknowledge them…often people just want to be heard.

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Don’t deny, deflect or quash. In today’s online business world that’s not very effective. Acknowledge them, but don’t feel as if you have to fuel any continuing ill feelings. You don’t have to continue to engage with them if they truly are just mean-spirited. That’s a waste of your energy and time.How to Find Unhappy Customers Now, notice I didn’t say how to find unhappy people…that’s easy enough! I’m talking about finding the discussions that involve your company – the positive and the negative. If you haven’t set up alerts yet through a system such as Google Alerts, then you should do that. This will tell you anytime someone mentions your company name. You want to monitor the chatter and stay in the loop about what your customers are saying.And remember – when someone says something Awesome about you…be sure to acknowledge that as well! It’s a funny thing, but people that have a negative point to make seem to have a lot more time for “hate mail” than those that are genuinely happy. So when those happy people take the time to give you a thumbs up for what your business does, then be sure that you are taking the time to thank them.It’s just a good way to handle angry customers, happy customers, and your online business marketing success!Until next time…Dawn

Online Business Marketing Tactics

Your online business is up and working, and you now need to take it to the next level – to tell everyone out there you’re in business and to promote and elevate your business website on the web. So how do you start?There are differences between online business marketing and perhaps promoting a traditional offline business, but fundamentally in either case you need to have clear, definitive marketing plan because this will allow you to gauge if what you are doing is working effectively or not.So deciding on important aspects such as finding your target audience, deciding on what promotional or marketing methods you will use – or you are best at – how much time and effort you are prepared to put into it, as well as the creation of a clear unambiguous brand that will tie everything together are fundamentals that you need to keep in mind all the time.

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The creation of a brand is key. Branding for an online business allows all your online marketing efforts and tactics to present a coherent and core message to your prospective clients regardless of what marketing methods you use, be it email marketing, social networks, blogging or your website.Your website will of course be an important cog in your whole online marketing machine, and as simple or complicated or sophisticated it may be, there is one thing it has to do very well – and that is to get your visitor to take action. Having the right keywords as well as enticing, action oriented copy on your website, together with ease of navigation and an uncluttered look and feel are the basic elements of a successful website.The marketing strategy you put together for your online business will depend on the type of products or services you are providing, but it is always a recommended that you aim to have a short-term and longer term marketing strategies for overall internet marketing success.The shorter term strategies allow you to start and gain momentum more quickly, something that is vital for a fledgling online business. They may provide only a temporary “hit” in traffic, but used consistently, this strategy can augment longer term online marketing strategies for overall success.Short term marketing strategies may include techniques such as paying for advertising or forum marketing.

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Long term marketing is more strategic in nature and usually requires more effort and consistency of application, but rewards of course are more consistent, reliable and long lasting so the efforts you attribute to this should be reflect your desire to have a successful business. Some of the techniques for long term strategies are:
Article Marketing
Blogging
Using Social Media
List BuildingImplementing a balanced “mutually facilitating” marketing strategy by using short and long term marketing methods for your online business will ensure you have a successful online presence by providing a steady flow of traffic to your websites.