It’s impossible to ignore the fact that your loyal customers are out there spreading the good word about you in social media spaces.
Ok, they are not talking endlessly about your fine products or services, but the endorsements are happening nonetheless.
(If you’re screwing up, they will of course be talking about that too.)
There are numerous tools to help you monitor the comments. Some are free like Google Alerts and Hootsuite; more comprehensive tools like Scout Labs and Trackur have a monthly fee.
So there are no excuses for not knowing what’s being said about you out there.
Typically the negative comments get most of the attention from advertisers. The old squeaky-wheel-gets-the-grease syndrome.
But what are you doing about the positive comments?
VIP and Referral programs have been part of traditional CRM strategies for decades. Have you thought about how you can adapt those rewards to your hardcore online fans?
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