The old adage that, “everyone is a critic,” is a reality at Yelp.com. Yelp has a cult-like following and an enormous amount of user content, rivaled only by the ubiquitous Wikipedia. With a following of over 26 million readers monthly, and an ever-growing archive of about eight million reviews covering businesses over most of the United States and Europe, Yelp may be the most popular reviews site on the Internet.
Yelp, like most sites, makes money by selling ad space to businesses. After a few reviews of a business, Yelp will contact the business and ask them to “claim” their Yelp page. By “claiming” their Yelp page, a business is then able to respond to reviews and receive traffic reports from Yelp. Once businesses “claim” their page, they are offered the opportunity of a, “$300-per-month paid sponsorship, which buys the company advertisements elsewhere on the Yelp site.”
Yelp allows businesses to respond directly to all of the followers on their Yelp page. It also allows businesses the personal, individual, and one-on-one touch for which they strive. Yelp allows businesses to contact individual Yelp users; if a customer has an issue, if there is a promotion, if a regular customer deserves a discount, or any other number of one-on-one business dealings.
Many businesses and business owners are reluctant to use Social Media sites, especially Yelp, for fear of a loss of control over their brand. However there is, and never will be any better advertising than word-of-mouth; Yelp is essentially an enormous forum of word-of-mouth advertisers. Many businesses fear a bad or false review. However Social Media is so prevalent and pervasive that complete control of a brand is impossible. Instead of overreacting, and belittling or insulting a reviewer’s opinion, businesses should personally contact the reviewer and discuss the issue they are having with your business or maybe even offer another try of the business through a discounted product or item. Dealing with and handling customers through social media and over the Internet should be done as though it were a face-to-face interaction. History has shown that most poor Yelp reviews improve after personal contact by the businesses.
Yelp gives every consumer the opportunity to give their verbose opinion on any business they visit or frequent. But Yelp is also a great opportunity for business owners to view the demographic visiting and using their business, communicate personally and individually with their Yelp reviewers, read reviews and fix issues within their business, and grow their overall business and brand.
Act as if it were a face-to-face interaction. And remember just because you can respond does not mean you have to.
Graciousness goes a long way:
Make sure to apologize for what the customer did not like. Perhaps offer a discount or compromise that would encourage a return to your business, and might eventually lead to a more positive review
Contact Administrator:
As a last case scenario, for malicious reviews or hateful attacks, contact the website or its administrator directly. But still don’t retaliate against a poor or even hateful review. As with anything else be the better person and the better business.
(Source: Chafkin, Max. “Yelp! It can make or break you.” Inc. Magazine. February 2010: 48-55)
With the proliferation of Smartphones, like the iPhone and Blackberry, as the must-have mobile devices, Social Media sites are embracing the features these Smartphones allow them to utilize. From simple GPS and Internet navigation to the complexity of augmented reality, the tools and horizons available to Social Media sites are seemingly endless and always broadening.
Almost all relevant social media sites have some form of mobile application available. The usual suspects are ever present, like Facebook, LinkedIn, and Twitter. However, sites such as Foursquare (which allows you to “check-in” at various locations with your mobile device), Causeworld (which is like Foursquare but for charities), and Alt NewWorld are almost exclusively dependent on mobile devices. Even sites, like Hootsuite and Twitterific, which aid in posting to popular Social Media sites, like Facebook and Twitter, have all gone mobile as well; it now allows previous and new clients to view and update multiple Social Media accounts on the go from their Smartphone mobile devices.
As mobile dependent Social Media sites grow in size and number, there is, and will be a strong reason for businesses to become more involved in the evolving world of Social Media. Some reasons to join or get more involved in Social Media include but are not limited to:
Your current and potential customers ARE using Social Media, or soon will be
Brand monitoring: listen, learn, and react to your demographic and competition
Websites that are not social and mobile ready are a thing of the past
Add value to your business or venue by increasing the client experience like never before
Some Social Media stats that might sway you:
45% visit social networks to find out about product sales or discounts.
47% will go to social networks to download a free gift or coupons.
73% of active online users read a blog, 120,000 new blogs are launched daily.
22% would read or write a product review online or in a blog, 1.5 million posts per day, 45% have started their own blogs.
39% subscribe to an RSS feed.
57% joined social networks- Facebook for example has over a billion users increasing by the minute, Twitter exploded to a 1382% growth rate within 2009.
10% of all Internet traffic is generated by Youtube, which ranks with Wikipedia among top brands.
5 of the top 10 websites ever created are social.
The Internet users’ ages of 70+ jumped as follows: 70-74 Years: 26% (‘05)- 45% (‘08), 75+ Years: 17% (‘05)- 28% (‘08).
(Sources are Compete, Alexa, MSNBC, Nielsen &Technorati)
Are you tired of having to visit each of the seemingly endless social media sites in order to make the same post on multiple forums? Of Course you are!
Well if you are looking for ease and convenience when posting to social media sites, Seesmic may be able to help you.
Seesmic.com has recently purchased Ping.fm, in order to further their vision of social media. With the addition of Ping.fm, anyone is able to update fifty social media sites using Seesmic+Ping.fm from chat, email, SMS, Blackberry, Android, Windows, OSX, and surely more platforms to come. Some Social Media Sites include the usual suspects like Twitter, Facebook, LinkedIn and Myspace; however Seesmic+Ping.fm also allows posts to sites such as WordPress, TypePad, and Blogger.
With the merger of Seesmic and Ping.fm, consumers will now be able to use the simple posting abilities of Ping.fm to post to up to fifty social media sites, while combining the already popular applications of Seesmic. Previous users of both sites need not worry, the three co-founders of Ping.fm will also be joining the Seesmic team in order to make the transition seamless, and continue improving the site, while integrating the applications of Seesmic. With Seesmic+Ping.fm users will now be able to update fifty social media sites using previous Seesmic phone applications, as well as Ping.fm’s SMS, email, and chat utilities.
The benefits for social media users on multiple platforms are obvious. Seesmic+Ping.fm provides automated updating to each of the user’s social media accounts with one click, on one site. The automated updates will save the users time, allow for endless exposure, and improve the users’ ability to network and build relationships. With the purchase of Ping.fm, Seesmic’s goal to become your everyday application for staying in touch over the perpetually evolving world of social media may soon become a reality. However the question remains; will there be any quality, with all the quantity?
The explosion of social media in 2009 is undeniable. Social media has perforated the Internet, and found a mainstay in everyday life. The once, relatively small market of social media sites has expanded and encompassed the globe. According to Neilson Online, Twitter alone grew 1,832% in 2009. Social media is connecting people and businesses all over the world, intertwining human consciousness as never before. So what can be expected from the ever-expanding world of social media in 2010?
Social Media gets Exclusive:
With tons of niche networks springing up everyday, for all sorts of interests, many people may find they don’t necessarily “belong” in certain social networks. Perhaps the clicks of the real world’s social scene will find their way into social media.
Social Business Goes Big:
Sites, such as Foursquare (a growing location based social media site), use engaging and fun tactics to keep their social members involved and participating. As businesses look to increase traffic and activity on their social networking sites, they may use incentives, like the “mayorship” of foursquare to drive customers to their sites and products.
Social Media Changes the Way We Share:
Major news organizations like CNNand The New York Times have joined the social media movement, and sometimes use fellow social media members to report their opinion on breaking news over social media networks; now anyone can be a reporter.
The way that corporations and businesses communicate and share may change in 2010 thanks to social media. The new Google Wave allows members all over the world to communicate and share information and data in real time all on one private forum.
An Even Bigger Voice for the People:
Sites like Digg.com have put the control of the news in the hands of their social media peers. Now individuals are deciding what is newsworthy, sorting through the pantheon of stories on the Internet to find what they believe is truly newsworthy. As more individuals in 2010 begin relying on such sites for their daily news, conventional news media will have to adapt, incorporate, or move aside.
The landscape of social media is constantly changing, and if 2009 is any indication, 2010 should be an exciting and innovative year for social media.
With the unemployment rate over 10 percent in some areas, many people are looking for ways to expand their network and are reacquainting themselves with the business networking site, LinkedIn. While there is no doubt that LinkedIn is a valuable resource for finding employment, it is also a great way to find new business. Whether you are looking for a job, or looking for business, success with LinkedIn takes planning and attention. Here are five tips to get you started:
1. Fill out your profile.
It is important to fill out your profile completely and thoughtfully. The first thing you want to think about is what a potential client or employer would be looking for and use those key words. Make sure you fill out your profile completely and definitely have a photo. The more you can tell others about your skills and experiences the better. LinkedIn provides a score to let you know how you are doing. There is no excuse not to get 100.
2. Join groups.
Joining groups gives you the opportunity to be visible to more people. LinkedIn has many different types of groups to join. One obvious choice is to join a group in your specialty, but also consider joining groups that are complimentary to your industry. Also consider what groups your clients would join.
3. Answer questions.
LinkedIn has a feature where you can help other people by answering questions. This is another way to be visible to more people. The category of questions you would like to answer is up to you. You can share from your own experiences or you might be able to connect them with other resources.
4. Check in often.
Ideally you should visit your LinkedIn profile at least once daily. That way you can let people know what you are up to and at the same time find out what is happening with others. The goal is to be visible, present, and above all, helpful.
5. Ask for Recommendations.
Recommendations is a final section to pay special attention to.. When you do business with someone that you know is delighted with working with you, ask for a recommendation. Be sure to ask soon after the work is completed while they have a more vivid memory of what they like so much about you.
Utilizing LinkedIn is a powerful way to expand your network and make it easier to connect with potential clients and business opportunities. To learn more about LinkedIn and marketing your business using social media:
If you’re feeling overwhelmed by all the information on your Twitter stream, you’re not alone. In response, Twitter now has a new feature—Twitter Lists—that can help you organize the people you are following (or those who are following you) into different categories.
Twitter Lists are really easy to create. First you decide on a name for the category, something short that describes what the people on the list have in common. For example, you might create a list called “thought leaders,” or “local resources,” or “media outlets,” etc. Once you’ve decided on a name, the next step is to populate the group. This is also easy. All that is required is clicking the box next to each follower’s name and selecting which list you would like to include them on.
The nice thing about lists is that once they are set up, they serve as a type of feed that condenses all of the group’s tweets into one location. Now, when you want to check in on that particular subject or group, you can scan through the list. It’s a great way to get a quick read of what is happening and to see what is important to that group. Another important feature is you are not limited to following only your lists, you can choose to follow other people’s lists as well.
How Are You Seen by Others?
One of the most valuable aspects of lists is the ability to check on the other side of the equation and see how people are categorizing you. You can see this by clicking on the “Lists” option right next to your total number of followers. A deeper look will show you what lists you have been placed on and what the title of the group is. It can be a real eye-opener to see how people classify you versus how you see yourself. It’s sort of like seeing what table you end up at the wedding reception. Friend table? Family? Misfits? The categories you are placed in can provide valuable insight to whether you are coming across the way you had hoped.
Lists are a useful new feature on Twitter. If you haven’t explored them yet, begin today! They are a great way to categorize your followers, as well as see how people categorize you. For more tips on lists, or marketing your business with social media, sign up for our RSS feed, or follow our updates by becoming a fan on FaceBook.
Contests, sweepstakes, and drawings on Facebook are a great promotional tool for businesses. Not only are promotions fun, they create excitement and give people a chance to get involved with the brand. Now, that fun comes with more rules and a bigger price tag as Facebook unveiled its Facebook Promotion Guidelines earlier this month. The change also acknowledges Facebook’s outlook on business as a key factor in Facebook and social media.
Facebook Guidelines Simplified
With the new guidelines Facebook now requires promotions to be administered by Facebook or a Facebook approved third-party. Facebook defines administration as running any part of the promotion including downloading submissions, collecting entries, or conducting a drawing.
Publicizing a contest on Facebook is allowed, but users are restricted from mentioning Facebook in any way. If the contest is being administered by Facebook or an approved third-party, users can mention the application. Also restricted is the promotion of certain types of products or promoting to individuals under 18.
Facebook provided the following examples to help users understand the guidelines.
You can:
Allow only fans of your Page to access the tab that contains the third-party application for the promotion.
Collect an address or email through the third-party application for the promotion in order to contact the winner by email or standard mail.
Instruct users to visit the third-party application to enter the promotion. Since users must have a Facebook account in order to access an application on the Facebook Platform, they will be prompted to sign up for a Facebook account if they do not already have one.
You cannot:
Administer a promotion that requires users to automatically enter by becoming a fan of your Page.
Notify winners through Facebook, such as through Facebook messages, chat, or posts on profiles or Pages.
Instruct people (in the rules or elsewhere) to sign up for a Facebook account before they enter the promotion.
For more tips on using social media to promote your business sign up for the Real Voice Media RSS feed or join our Fan Page to keep up with upcoming events and announcements.
When interacting in a new setting, whether in your personal life or business, it is helpful to understand the culture before getting started. Culture can be defined as the expected customs, practices, and general rules of etiquette. I experienced the importance of culture firsthand when I was franchising JW Tumbles, my children’s youth/gymnastic program, outside the United States.
One of the culture differences I discovered while doing business in Saudi Arabia is boys and girls do not play together after they reach a certain age. This is different from the US and a very distinct part of the Saudi Arabian culture. The JW Tumbles program was originally designed for both genders to be in classes together. If I did not come up with an alternate program that took into consideration their culture, it could have been a deal-breaker.
In another situation, I was getting ready to sign a contract for a JW Tumbles in Mexico when the new franchise owner insisted that we drink tequila together to “seal the deal.” Although I am not much of a drinker I knew not participating in this expected custom would be considered rude. I can laugh at it now, but at the time it was awkward.
Recognizing culture is also important when interacting on social media networks. Not participating in expected practices of online communities could be detrimental to building relationships. Here is a quick guide to get you started and keep you out of trouble. Please note drinking tequila is not one of the requirements.
5 Golden Rules for Social Media
1. Listen first. Not only is listening more polite, you will be able to contribute in a more authentic and valuable way if you do not start out by dominating the conversation.
2. Ask questions. Find out more information and seek clarity.
3. Offer useful information. After you have successfully engaged in steps 1 and 2, you will know what kind of information could be helpful.
4. Promote others. Just like in face-to-face interactions, no one likes to hang out with someone who talks, talks, talks, only about themselves.
5. Learn the culture and customs. Each platform of social media has its own distinct culture and expected practices. LinkedIn is a business setting and there are certain channels for getting introduced and making contact. Facebook and Twitter are more personal and casual. Also, Twitter has many specific customs including Retweeting, Follow Friday, and Direct Messages that are important to know.
For people who are new to social networking, it can seem like being in a foreign country. Understanding the customs and practices before getting started will not only help you build relationships faster, it will help you avoid costly culture blunders.
Given that some businesses have over 5000 Facebook fans on their business page and even more on Twitter, it is easy to think social media is all about getting your message out to a large audience. While growing your followers and fans is an important part of a social media strategy, many people don’t give enough attention to the fact that social media is a powerful listening platform also. In fact, listening is one of the first things you want to focus on once you create your accounts.
Get Your Ears On
Listen to your competition
In an increasingly crowded marketplace it’s hard for customers to figure out who has the best products and services. They all sound good and they all sound the same. Learn what your competitors are doing, and then do it remarkably better. The goal is to send a clear message about what your unique value proposition is and what makes your business different from the competition. Another reason for listening is you might find that your competition is doing a superior job in one area, but is neglecting another. This could be an opportunity for you.
Listen to what customers are saying about you One of the benefits of social networking is that it happens in real time. This means that you can find out what your customer s are thinking and respond to them in a more a timely manner than traditional avenues. When there is a problem, it is important to be responsive. Remember that people are listening in and they will judge whether they would like to do business with you in the future by your response.
The transparent nature of social networking can be intimidating because everything is out in the open and some people are unsure about being a part in it. But remember, these conversations are happening whether you are on social media networks or not. At least if you are listening you have the opportunity to tell your side of the story.
In many ways, social media is an extension of good business practices. When businesses take the time to listen, they learn what their customer values, what they care about, and how their business can best help solve their problems.
Wouldn’t it be nice if prospective customers would just type your company’s name in Google, go to your website, and then buy something? Unfortunately, it doesn’t work out that way. When people do a business search on the Internet they are usually looking for information to help them with a buying decision, or solve a problem. The goal then is to be one of the companies that comes up in their search results. One of the best ways to accomplish this is by adding a blog to your website.
Writing a blog allows you to share information that is valuable for your prospective client. Also, writing a blog builds good will because you are perceived as a generous person who shares and is helpful. But probably the most important reason for writing a blog is when you write on a consistent basis your keyword-rich content will rank you higher on search engines and help people to find you.
Here are three things to keep in mind when writing a blog.
Be consistent. There are many different philosophies about the ideal frequency of blog posts. The important point is to write on a regular basis. Start with once a week and go from there.
Keep it short. People are busy. Get to your point and do it fast. The ideal blog post length is 200-500 words.
Be generous. The best blogs are the ones where you get a sense that the company or individual writing it wants you to be successful. Share helpful tips, best practices, and link to other resources.
Adding a blog to your current website is a great way to make sure your business gets found on the Internet. Writing valuable content on a consistent basis will not only raise your ranking on the search engines, it will also raise your ranking with clients.
