Russell, I agree. You need to know not only where the conversations are taking place, but where the influencers and advocates are joining the conversations, and in the B2B space that may well be blogs or forums rather than Twitter.
Russel: That is the risk you have to pay when you depend totally on social media. I guess we still cant move to that level since the social media we do have are not professional enough.
Ha ha good point Mr. Roques. Yes exactly you have a very good point. You need to make customers feel that you are willing to listen to any commewnt they say. It makes them feel that you pay special attention to them.
The problem with relying too heavily on listening platforms for B2B marketing is that these systems are very twitter-centric whereas in many cases the B2B discussions are happening off-twitter, in review sites, message boards, etc. You may be listening to the wrong things...
Well, start off with #3. Although we all know that issues will come, no matter what.
Even with consumer relationships, I've seen how businesses that make an extra effort to ask about issues (after a negative review) make customers feel important and at least with me, stop spreading any bad reviews about the product.
Well point 1 and 3 are clear and sounds really good but point 2 , how do you join a conversation without listening ? If that happens you have no idea on what you will be joining into. I think this is something which happens currently and a very common mistake many do make. That is why many fail.
You must expect some bad reviews. It is how the store responds to those bad reviews which can make the difference. As long as there arn't to many negative reviews that is.
Smart businesses know that a few bad reviews just make the overall review process look more legitimate. Smart customers who see 100% good reviews will suspect that all of the reviewers are ringers for the business.
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