In part one of this article I covered the importance of relationship marketing and how in today’s world consumers have a much greater voice, in part two, I’ll explain what matters now is how you react.
What are the basic tools you can use for listening to clients?
Your Analytics applications
Why Google Alerts is important
Google alerts lets you receive email updates based on the choice or query you make. As soon as Google picks up your search term it emails you with the link. So an example would be:
Someone posts a comment about your company or service on a blog, you are alerted you can respond and you respond instantly, not a day later, and certainly not when comments build up. If it’s a negative comment you have the ability to change this negative into a positive. It’s that simple, try it and see.
Twitter Search
Again, people post a comment about your company, you can respond. Applications and website are around that work in the same way as Google Alerts for Twitter, again start using them
Analytics
I’ll assume you have an Analytics programme that monitors your site, if you don’t then I suggest you stop reading this now and take the time out to install one, this really is the key to a wealth of information you will need to learn about your visitors. If you do then I’ll also take it that you know what I am going to say regarding the importance of this tool.
The power of your clients
I was reading this article about this man who is a public speaker at conferences and is called to a number of events around the globe. Anyway, he was in this hotel that is known for allowing guests to hire computer equipment for use in the hotel room. So when our hotel visitor was refused equipment and was told he could only use the facilities in the meeting rooms. What do you think the first thing he did was?
- Complain to the management?
- Change hotels?
- Get upset and concede to the meeting room?
What he did was this
- Signed onto Twitter and tweeted out about what happened, it’s that simple.
He created a tidal wave to let EVERYONE in his network that was booked or was going to book into that hotel know what happened.
He shifted and influenced the masses, people responded and people passed on the word.
His network are people attending the conference, that give public talks and that have friends. Do you see how powerful this man is in effecting your brand….The game has changed, wake up and respond. NOW!
