You may have noticed that our world is changing. Almost every business has something to do with the online world and mentions of your company can make or break you. Customers leave reviews and mention brands on platforms like Facebook, Yelp and Twitter along with employees leaving reviews on sites like Glassdoor.  People that visit or work at your business may have a blog or website. Do you know what they are saying about you or your brand?

Example: The Oyster Shucker St Pete Beach

The Problems

On the bottom of their website they misspell “CONTECT WITH US” with links to Tripadvisor and Facebook but they fail to connect with people. They are almost non-existent as far as the customer can see on these websites and others, complaints are not addressed. One customer noted that they went there at 8:30 and the hostess told them that they were closed, another said the oysters are dry on Yelp, another on Yelp noted that they are not friendly to large parties.

 

The Solutions

  • Yellow pages states that The Oyster Shucker takes reservations, they can change it.
  • Reply to reviews, it is one way to point out inaccuracies or simply that you care.
  • If you post that you are open, then be open during those hours.
  • The description on Tripadvisor says they are good for large groups but they clearly are not, change the policy or change the description.

Missed Opportunities 

One of their entertainers keeps posting on Twitter about them but they don’t reply:

 


If they replied to reviews and social posts they could potentially get another chance with customers or maybe even turn some into advocates. They are missing the conversation because they are not monitoring it.