Are you tired of being held hostage by negative reviews on social media? Do you feel like you are constantly walking on eggshells, trying to please every customer in order to avoid getting a bad review? If so, it's time to take control of the situation and stop being blackmailed by bad reviews.
First and foremost, it's important to remember that not every customer is going to be satisfied with your product or service. This is just a fact of life and there is no way to please everyone. However, that doesn't mean that you should ignore negative reviews or try to sweep them under the rug. Instead, use them as an opportunity to learn and improve.
We have recently noticed an increase in social media posts that tag C-level executives or senior managers regarding negative customer experiences, particularly on LinkedIn.
Waking up to an inbox full of angry reviews can really put a damper on your day. So what can you do to turn those frowns upside down?
According to our research, the most common approach to this problem is for a senior manager or designated team member to actively track down and address individual customer reviews, complaints, and feedback.
Alternatively, businesses try manually managing all reviews, feedback, and comments on each social platform separately. That means regularly checking your social media accounts and responding to any negative reviews or comments as soon as possible, and on all directories.
Either way is time-inefficient and does not resolve the source of your problem. The key is to stay on top of customer feedback and address any issues that come your way in a timely and effective manner. With a little effort, you can turn those angry reviewers into satisfied customers in no time with the Konoom solution.
A systematic approach to reviews, feedback, or comments management.
At Konoom, we have made significant efforts to address the challenges that businesses face when it comes to managing reviews, feedback, and comments. To assist enterprises in effectively managing issues, particularly those related to multiple store locations, we have identified four common problems that enterprises often face.
Problem 1: One of the main challenges that enterprises with multi-location store management face are the need to maintain consistent and accurate information on multiple social media platforms.
To reach all potential customers, brands should establish an online presence on popular social media platforms, create a separate page for each store location, and maintain consistency in branding across different languages in the countries where they operate.
Konoom Solution: Konoom offers a SaaS-based platform for businesses to manage their online presence on directories such as Google, Facebook, Yandex, Bing, and many more. By subscribing to Konoom, companies can quickly and efficiently manage their online presence on these directories from a single, centralized platform.
On the Konoom platform, businesses can import and export locations from one directory to another, following a simple set of predefined rules. This makes it easy to ensure that your business is listed on all the most important search engines and maps, making it easy for customers to find and reach you.
Imagine the power of having all your locations injected into Google, Bing, Yandex, and more – all with just a few clicks. Your customers will be able to find you with ease, and you'll have more time to focus on running your business. It's a win-win!
Problem 2: Enterprises that operate multiple store locations and have multiple teams may find it challenging to determine which store a customer visited and provided feedback for, and which team or team member was responsible for addressing their request.
Having this information is crucial for monitoring customer interactions and ensuring that all customer requests are handled promptly and efficiently.
Konoom Solutions: Konoom has established partnerships and integrations with directories such as Google, Facebook, Yandex, Bing, and many more.
By directly integrating with these directories, Konoom can access real-time feedback/reviews/comments and statistics and create specific pages for each retail store location on each directory. This ensures that feedback, comments, or reviews are directed, over the Konoom platform, to the right team or location where the request was initially made in person.
Problem 3: It is challenging for businesses to have all reviews, feedback, and comments on a single platform to respond promptly.
If these posts are not properly managed, they may be shared on social media platforms such as LinkedIn, potentially damaging the business's reputation if they are not addressed promptly.
Konoom Solution: Konoom provides a panel that allows businesses to collect all reviews, feedback, and comments on a single web page.
From this page, the marketing team can respond directly or open a case to address any issues that customers may have raised. This helps to ensure that businesses can effectively manage and respond to customer feedback in a timely and organized manner.
From the customer's perspective, they can quickly post comments, feedback, and reviews on the platform of their choice, confident that someone will address any issues they may have. This is the true definition of accessibility for customers, especially millennials, who often prefer to avoid the hassle of navigating phone-based support centers and waiting on hold to raise an issue.
In other words, Konoom makes it easy for customers to get their problems solved without the headache of traditional customer support channels. No more confusing phone menus or endless hold times – just simple, straightforward support over socials that gets the job done.
Problem 4: Our research has found that businesses with multiple locations often need help managing their online reviews and reputation effectively. Additionally, many of these businesses need to clearly define their teams' responsibilities regarding managing reviews and reputation management.
Konoom Solution: Konoom is a platform that helps businesses define and track their teams' responsibilities for managing each retail location and its customer reviews.
Coming back to responsibility matrics, the team from HQ:
are usually responsible for establishing the language and narrative for the brand, providing guidelines for the brand's identity, and offering suggestions for appropriate responses.
also ensures that location information is accurate, assigns specific roles to location managers, and verifies and publishes retail information on directories like Google, Bing, and Yandex.
can also monitor and correct the replies to customers and measure performance data for the company overall or individual locations. This helps HQ management make data-driven decisions and identify areas for improvement.
Location managers, who are appointed by the headquarters, are responsible for managing information, customer reviews, and feedback related to their store. They should communicate with customers regularly to stay aware of their needs and address any issues that arise. This allows retail managers to gain valuable insights and address specific problems at their locations. However, support agents at the headquarters may have access to different information that may not be relevant to a customer's local experience, which may lead to difficulties in managing customer interactions.
In conclusion, Konoom provides the right toolset to manage your reviews, feedback, and comments for each store location in time and with a specific log of the issue before your customers start to be without the option but to blackmail your managers on LinkedIn.
Remember, no matter how a feeling presents itself, it can always be transformed into love. With Konoom, create experiences your customers love.