Flipping A Bad Review

Consumer review websites, such as Yelp and Angie's List, are flourishing. More than 90% of people surveyed recently said they trust recommendations found on these sites.

angies list logo

Unfortunately, peer reviews are often abused. Restaurants trash competitors. People game the system. And, as this article suggests, some people review products without ever trying them! Unless you can prove a negative review was posted in bad faith, you're stuck with it. How you respond to a bad review makes a big difference.

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An unhappy customer recently slammed one of our clients on Yelp. The client felt the negative review was dishonest and vindictive. We agreed, but cautioned against responding in kind. Instead, we leveraged the customer's hostility to our advantage. Give us a call. We'll explain how we turned a social media lemon into lemonade!

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The Social Media Genie

Social media sites and apps are popping up everywhere. With the social media genie out of the bottle, it won't be long before all Web content is indexed and presented in a social context. In fact, it's already happening.

Social Signals & Semantics

Google was among the first to incorporate social media into its ecosystem. Its Chrome Operating System recognizes "social signals" associated with content — things like comments, user suggestions and "likes". Google Plus mixes these social signals into a user's "relationship web" to recommend and rank content. Google's Knowledge Graph takes the concept one step further.facebook graph search
Facebook Graph Search
It uses the science of semantics to better understand a searcher's intent and the contextual meaning of words to return more relevent content.

Facebook's Graph Search is an attempt to bond semantics with a user's network of friends to produce customized content. Social signals are also big at Yelp, Amazon, Kayak and Quora, to name a few.

Two Way Street

Should you ignore social media? Ask Manti Teo's girlfriend. Social Media is now the number one activity on the web. A hoax on Twitter recently knocked 150 points off the Dow. The second largest search engine in the world is not Bing or Yahoo, it's YouTube.

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Adidas Sportswear
According to Socialnomics author, Erik Qualman, "We will no longer search for products, they will find us on social media." Organizations that understand and embrace social media will benefit most from this shift.

We urge clients to view social media as a two-way street; equal parts talking and listening. It's about interacting with users, empowering customers and protecting your image. We recommend devoting at least 75% of social media resources to relationship building. Give is a call to learn more.

From strategic planning to tactical execution, Opacity One is your digital partner. Give us a call, send an email or fill out and submit our quick contact form (left).

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