5 Hacks to Turn Negativity Online Into Rave Reviews

5 H A C K S T O T U R N N E G AT I V I T Y O N L I N E I N T O

R AV E R E V I E W S

Dave KerpenCEO of Likeable Local@DaveKerpen @LikeableLocal

#LikeableWebinar

Patrick AmbronCEO of Brand Yourself@Patrick Ambron @BrandYourself

For Your Small Business

5 HACKS TO TURN NEGATIVITY ONLINE INTO RAVE REVIEWS

• Create a Positive Online Presence• Optimize Online and on Social• Create and Share Great Content• Respond to Negativity • Surprise and Delight

@DaveKerpen | @PatrickAmbron | #LikeableWebinar

1. Create a Positive Online Presence

“Presence is more than just being there”- Malcolm Forbes

Why Social Media?1.44 billionmonthly active Facebook users

77% of consumers trust

recommendations from both their families and friends

71% of peopletrust products and services they find on Facebook

The average user logs onto social

networks 1.72 hours per day; that’s

28% of all online activity!

$8.5 billion was spent on social this year and it reach nearly

$14 billion in 201823% of Facebook Users check their

accounts at least 5 times a day @DaveKerpen | @PatrickAmbron | #LikeableWebinar

SOCIAL MEDIA = THE NEW WORD OF MOUTH

-90% of people trust business recommendations from someone they know.

-People are 4x more likely to buy when referred by a friend


SOCIAL ADS HAVE BUILT IN

ENDORSEMENTS FROM FRIENDS .


THE REALITIES OF SOCIAL MEDIA

• $8.5 billion was spent on social in 2015.• $14 billion will be spent in 2018.

BUT• Social media will NOT bring you immediate

results.• Social media cannot make up for a bad

product or service.


SOCIAL MEDIA IS YOUR MARKETING WEAPON

• There are 1.44 billion Facebook users.

• 71% of people trust services they find on social media.

• The average user logs into social networks 1.72 hours per day.

• That’s 28% of all online activity!


2. Optimize Online and On Social

““Insanity: doing the same thing over and over again and expecting different results.”- Albert Einstein

Facebook Reachageddon

“Facebook Reachageddon”

means businesses now have to pay to

play to get their content seen”

= The End of Organic Reach. If you aren’t paying to boost your posts, only 1-2% of your fans will

see your posts organically

A FEW YEARS AGO IT HAPPENED TO BIG BRANDS

.03% of their

following


NOW IT’S HAPPENING TO SMALL BUSINESSES…LIKE YOU

.06% of their

following


SOLUTION: Advertise Smarter

✓Set Goals ✓Reach The Right People ✓Scale Smarter

3 Pillars of Ad Success

SET S.M.A.R.T GOALS FOR YOUR SOCIAL ADS

SpecificMeasureableAttainableRelevantTime Bound


REACH THE RIGHT PEOPLEUse Hypertargeting & Nanotargeting


REACH THE RIGHT PEOPLE: Custom & Lookalike Audiences

✓ Get more business and referrals from current customers✓ Attract people similar to your current customers✓ Get already-interested prospects closer to buying✓ Retarget “cold-feet” visitors

3. Create and Share Great Content

“Traditional marketing talks at people. Content marketing talks with them.”- Doug Kessler

Follow the 10 Commandments of Content Creation

~From our Free eBook SocialContentEBook.com ~

-Give your followers a reason to engage-Think positive-Remember to K-I-S-S (Keep It Simple, Stupid!)-Have a Conversation -Ask Yourself: Is it Sharable? -Know How to Properly Curate -Be Mindful of the 4-1-1 Rule-Keep It Timely -Use Visuals To Enhance Your Message-Tell a Story

Use Your Unique Brand Voice


“It’s your responsibility to share and re-share great content.” -Dave Kerpen


Rework Your Content to Make It Fit Every Social Network

4. Respond to Negativity “Life is 10% what happens to you and 90% how you react to it.” -Charles R. Swindoll

Sometimes negativity is unavoidable…

But there are ways to fix the situation!


Option 1: Delete it?

The Do Not Delete Rule…


Option 1: Ignore it?• Ignoring negative comments shows

that your customer’s opinion doesn’t matter

• What impression do you want to leave on your potential customers?

No response is a response!@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!


So what do you do?

Respond…Quickly!

1. Respond Publically

2. Resolve Privately


Incentivize for Positive Feedback on Social!


5. Surprise and Delight“We need to continue to surprise and delight our customers in a relevant and consistent way wherever they are.”- Mark Schaefer

Positivity Goes a Long Way


Turn Complainers Into Supporters!


NOW LET’S REGROUP…

• Create a Positive Online Presence• Optimize It• Create and Share Great Content• Respond to Negativity • Surprise and Delight


BRANDYOURSELF CAN HELP

DIY Product Concierge ServicesFree / $99 per year $399 - $899 per month

Or give us a call:

646.863.8226

Free Personal Branding Consultation

bit.ly/byconsult

THANK YOU / QUESTIONS

Connect with us: @DaveKerpen

@PatrickAmbron

Grow your business at LikeableDemo.com

Mention this #LikeableWebinar to save!

“How dare you settle for less when the world has made it so easy for you to be remarkable?” - Seth Godin

GRAND PRIZE!How can Likeable Local help?

5 Hacks to Turn Negativity Online Into Rave Reviews

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