| The market today is a rough place to be. New | | | | their dissatisfaction. |
| competitors are popping up daily in your niche trying to | | | | Careful monitoring of your brand's reputation can avert |
| get a larger share of customers. Utilizing effective | | | | long-term damage. There are many free social |
| marketing strategies has never been more important. | | | | networking tracking tools, such as HowSociable and |
| But while you are marketing for future customers, don't | | | | SocialMention, that can help you find what people are |
| forget about the ones you already have. They are a | | | | saying about your brand on the web. You can also |
| very important potential source of future business. | | | | type your company name into Google and see what |
| Satisfied customers become repeat customers. | | | | pops up. If you find negative comments, respond to |
| Satisfied customers spread positive messages by | | | | them respectfully with substantiative data to back up |
| word-of-mouth. Word-of-mouth can either be spread | | | | your response. Always remain professional, even in |
| simply by talking to others or carried over to the | | | | the face of adversity. Being aware of and managing |
| Internet to social networking sites and industry forums. | | | | your reputation will keep you in the driver's seat and |
| How do you keep your customers satisfied? You | | | | give you the control you need over your own |
| need to consistently deliver superior customer service. | | | | reputation. |
| How your current customers feel they are being | | | | There are other proactive methods you can use to |
| treated is their perception. Your customer's perception | | | | assess customer satisfaction rather than just |
| of your company's customer service might not | | | | monitoring what others say about your brand. |
| necessarily be reflective of the perception you think | | | | Customer satisfaction surveys are an excellent way |
| you are giving. The perception is the reality - not the | | | | to get feedback, however, the response rate in |
| intention. It is therefore imperative, that you as the small | | | | general is rather low. A suggestion for increasing your |
| business owner see your customer service through | | | | response rate is to add an incentive to taking the |
| your customer's eyes. | | | | survey such as a raffle, free gift or a discount on |
| In order to better align your customer's perceptions | | | | future products or services. |
| with your intentions, it is important to actively listen to | | | | Take advantage of the Internet while managing your |
| them. What are their concerns? What are their needs | | | | reputation and striving to maintain superior customer |
| that you might not be fulfilling? Remember that "the | | | | service status. Encourage interaction and conversation |
| customer is always right" even when they are wrong. | | | | about your brand and industry niche on the social |
| There will be times when you as a small business | | | | networking sites and forums where you participate. |
| owner will be unable to please a customer, perhaps | | | | Monitor the conversations taking place about your |
| because their request is unreasonable. There are | | | | brand on the web, manage the relationships you |
| some customers who will just never be satisfied. As a | | | | currently have with your customers and foster |
| business owner, you have to just accept the fact that | | | | relationships with potential customers. |
| you can't make some people happy. However, as long | | | | By managing your reputation and delivering superior |
| as you handle their complaints respectfully and | | | | customer service, you will be giving your brand the |
| apologetically where appropriate, you will hopefully be | | | | best chance at success. |
| able to thwart any negative publicity stemming from | | | | |