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Everything I Know About Marketing, I Learned from Wonder Woman

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It’s no secret that I have been a fan of Wonder Woman since an early age. And, for good reason. She symbolizes the strength and intelligence every woman possesses. My personal philosophy of Wonder Woman marketing goes into every project I’m a part of, every meeting I attend and every opportunity that comes my way.

More than a Super Hero

The Wonder Woman movie captivated audiences across the globe. It almost reached the billion-dollar mark at the box office. Not to mention, the comic book series has changed much since World War II, yet continues to be published for many adoring fans. Why? Because Wonder Woman had timeless qualities that women (and men) of all eras can admire: god-like strength and intellect, and a benevolent nature.

A Positive Symbol for Everyone!

Over the years, I’ve collected Wonder Woman themed goodies, like the wall mural with Diana making funny faces or the latest Pop! Comics figurine.

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My friends have also given me some of the best gifts that depict her in fun and quirky ways I think everyone can relate with. They are all displayed prominently in my office. I can still look upon each gift and get inspired to do my best for my friends and clients. It makes me feel good to see Wonder Woman is also inspiring another generation of young women stepping forward to take on the world with confident intelligence.

More to Come

Did you know that Wonder Woman also had great powers of persuasion? She used her intuition and intellect, as much as her Lasso of Truth, to convince people that the truth was the best option. This got me thinking about how marketing has a lot in common with Wonder Woman’s super powers and gadgets. Over the next few months, look for our articles on how Pinstripe is inspired by Wonder Woman and hopefully she’ll inspire you to be a Wonder Woman in your own work, too.

 

Online Reputation Management Refresher

For many years, we have helped brands build and maintain their online reputations. The key has been consistency and doing a few things well, as opposed to trying to do everything poorly. Taking control of your online reputation is more important today than it has ever been. The amount of people relying on the internet for research and reviews continues to grow every year.

It’s no longer acceptable for your business to have no reviews or testimonials. If your company is having problems getting online reviews, just ask clients. And keep asking because 90% of the people in a large survey use the internet for research on products and services and 88% of them trust positive online reviews, treating them like personal recommendations.

The Bad Review

In 2014, over 2/3 of the people in a large survey said that they base their purchasing decisions on online reviews. Negative reviews can turn away 22% to 70% of a company’s potential business, depending upon how many bad reviews show up in the search results.

The process to address bad reviews has not changed. All negative comments should be addressed quickly and directly. Communicate with the reviewer, if possible, to rectify the situation or find some common ground. Then, write a blog about how these problems were addressed.

Dealing with Social Media

Social media faux pas still top the list for most frequent and destructive actions to reputations. Last year, the recently fallen YouTube vlogger, Kian Lawley, made racist comments which forced Fox and other companies to pull the plug on all of his film and television projects. The same thing can happen to small and midsize companies, which is why protocols need to be in place for all social media marketing.

Once the News Hears About It…

Over the years, news and entertainment media have increased their coverage of social media activity—from the President’s quixotic tweets to sports and television stars. Social media has become newsworthy, especially when it’s negative.

No one is immune to this trend. Even worse is when mistakes go viral, like the epic social media fail for a store in northern Minnesota, because local media outlets cover local businesses and someone, anyone can pick the story up and share it.

Everything Contributes, Not Just Social Media

Reputation management has a good mix of everything. Social media is a large part of that reputation, but it isn’t the only thing that matters. Keeping content fresh and up-to-date is also important. Businesses can go back and erase negative or outdated posts. This includes website content, like blogs, articles and case studies.

It’s also important to follow websites that post client and customer reviews. Many will have a policy for retracting negative reviews. All of this is part of a reputation maintenance plan, because an ounce of prevention is worth a pound of cure.

In some cases, you may need a bit more help with smoothing over your bad review or a publicly smeared reputation. In these situations, Pinstripe Marketing can help! Contact us for assistance.

 

 

 

 

So You Got a Bad Customer Review …

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Public and readily accessible customer reviews are a fact of life for today’s business owners. Whether focused on a specific industry such as reviews at Hotels.com or covering a wide range of companies (i.e. Google Reviews, Yelp … etc.) there are plenty of online sites that want consumers to rate satisfaction with a recent purchase. The question for business owners and managers is what to do when they inevitably get negative comments.

Take Stock of the Situation

We may like to say that the customer is always right, but when criticized our natural inclination is to be defensive. We’ll make excuses, question the veracity of our detractors, or claim others are at fault (There are two sides to every story, after all!). Still, we should try to overcome our human impulses and:

  • Stay calm – Yep, they really said that, right there, for all the world to see. The unfairness of it all! Okay … stop. While your every instinct may be to fight back, instead clear your head and concentrate on fixing a problem. The issue isn’t necessarily a bad review. Also, if you’re wishing your customer had tried to be more understanding, maybe you could start the ball rolling by going first.
  • Investigate – Do what you can to understand what transpired to create the unhappy customer. Recalling the incident, or finding the employee who remembers what happened may depend on the level of detail in the reviewer’s account, but make a good faith effort to get the facts. Keep in mind that the in-house person who knows the most about the incident may have had the biggest role in making the customer unhappy. Don’t be accusatory with that staff member, but take pains to see the matter from the customer’s perspective.
  • Make Changes – Once you’re satisfied you have a handle on what transpired, ensure there will be no cause for similar reviews in the future. Did an employee do something wrong? Was a policy at fault? If so, address the deficiency and correct it. Was the problem unavoidable or was the customer in the wrong? Then explore measures to let upset customers in the future know you care about their feelings, even if you can’t make them completely happy.

React Positively

You’ve done what you can to uncover the facts and you have a plan for moving forward. Now it’s time to let others know you’ve acknowledged a problem and are working to set things right by:

  • Responding Online (at the review site) – Don’t just let a bad review sit there! Many customer satisfaction sites provide an opportunity for you to address a critical review. (This goes for social media criticisms as well.) Respectfully and graciously express your concern that a customer had a bad experience. If your investigation found that your business was at fault, own up to it, apologize and let people know how you plan to fix the problem. If the problem was out of your control, politely explain why. Don’t belabor your points.
  • Contacting the unhappy customer directly – If possible, contact the person who posted the negative review. Let them know you are disheartened that they had a bad experience. You may find them very reasonable as the heat of the moment has passed, They may even appreciate you reaching out to them. See if reasonable accommodation can be reached. Keep in mind: It’s not so important that they understand your position, but that they know you care about theirs.
  • Going public – Without rehashing a specific bad review, let customers (current, former and prospective) know you value their feedback whether it’s good or bad. Encourage their reviews on rating sites (suggest a few that you can easily monitor) and add the proviso that you’d always like the opportunity to address any concerns. When real problems are uncovered, let everyone know you’re fixing them. “Responsive” and “thoughtful” are very marketable qualities in a business.

Minimize the Impact

Though you do everything possible to set things right—and that irate reviewer is now your most enthusiastic advocate—a negative comment could virtually hang around forever. Here are three things you can do to mitigate the damage:

  • Overwhelm the bad reviews with good – As mentioned, you should encourage customers to review your business, and if you usually do a good job, your ratings will reflect that. People understand everyone occasionally has a bad day, and some customers are going to be unreasonable jerks, so the stray one-star rating won’t sink you. Just don’t manufacture glowing reviews—that’s unethical and there could be negative repercussions from the review site.
  • Work on Search Engine Results – Google the name of your business. What comes up at the top? If negative comments are prominent, embark on a plan to increase improve your Internet presence. The more “good news” you have out there, the less prominence any negative reviews will have.
  • Emphasize customer testimonials and case studies in your marketing – Apart from trusted word-of-mouth communication, verified testimonials and case studies are about the most effective form of advertising. Make them a component of your sales and marketing strategy on your website, in ads and commercials, brochures … everywhere! You want to people to see that happy customers are the norm, and a bad experience is an aberration.

Final thought: think of negative reviews as an opportunity. If you have a problem in how you’re serving customers, you want to know it. And if you aren’t really doing anything wrong, here’s your chance to practice your customer relations skills. Besides, anything that encourages us to look beyond our normal, everyday perspective will only help us grow and be better prepared for new challenges in the future.

The Pinstripe PR team are reputation management pros and can help mitigate negative comments. Contact us here to learn how we can help.

East-West Shrine Game is next week!

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We are in full swing with one of our most heartwarming clients, the East-West Shrine Game. This is the longest running college all-star football game in the country, and it benefits Shriners Hospitals for Children. We cherish this client! Tickets are $15 and the game is at Tropicana Field on Saturday, January 20, kickoff time at 3pm. Get your tickets here.

Check out our case study video with some great Shrine Game, practice, and hospital visit footage.

It’s Time for the East-West Shrine Game!

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If you know us at all, you know that one of our busiest times of year is “Shrine Game Time,” and it’s starting now! Tickets for the East-West Shrine Game go on sale Friday, December 1, and we have been gearing up for this game for months already.

The Shrine Game is the longest running college all-star football game in the United States, and this is its 93rd year! The game is driven by the desire to support Shriners Hospitals for Children in its mission to help children in need of expert medical care. More than 1 million children have benefited from Shriners Hospitals’ unique way of providing hope and healing, regardless of the families’ ability to pay for services.

Each year, we accompany the players and coaches to the Shriners Hospital Tampa so they can meet some of the patients, play with the kids, dance, sign footballs, play basketball, and in general have a ton of fun. This day shows them why the East-West Shrine Game is “More Than Just a Game.”

Click here for tickets to the January 20, 2018 game.

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