Monday, November 6, 2017

What's Your Brand's Buzz?

A brand is owned in the minds of its customers. So, what is your brand in their minds? Do you know?  If not, do you know where to go to find out? You can always use marketing research, but today, the Internet provides an unfiltered ongoing look into your customer's minds. And it is as simple as monitoring what is said about your brand on several different websites. Some websites even let you respond to your customers comments and address their concerns. 

So, where should you look online? Start here:

  • Your brand's Facebook page
  • Twitter search
  • customer reviews
  • Yelp reviews
  • Yellow Pages reviews
  • BirdEye reviews
  • Citysearch reviews
  • Google Reviews (Google My Business)
  • Foursquare
  • HomeAdvisor reviews
  • Angie's list reviews
  • TripAdvisor reviews
  • Expedia, Orbitz, Priceline or Travelocity guest ratings
  • Zamato reviews
  • Open Table reviews
  • PlanetRate
  • Manta (small businesses)
  • G2Crowd (software/tech)
  • Better Business Bureau
  • Glassdoor (employee point of view)

You might want to set up a brand or company intelligence gathering function that regularly checks these sources for customer feedback and reports it to the brand's or company's managers.

Know though that only a small percentage of your customers will provide feedback, usually those who encountered a problem and those who just love your brand. But for everyone who provides a rating or review, there are perhaps dozens, hundreds or even thousands of others who feel the same way about the brand. So carefully listen to what they have to say. 

1 comment:

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