Article courtesy of SocialTimes Feed
Article courtesy of SocialTimes Feed
People use Facebook to share their latest thoughts and happenings, where they have been recently, what they have eaten recently and their thoughts on the recent news. Facebook is a place of sharing, with users sharing their opinions about anything with each other.
But when it comes to sharing, not all posts or comments will be positive. People will share their negative experiences they had with your products all over social media, and some of them can be really nasty experiences.
The above screenshot shows an angry customer venting about the service officer of an airline. When most businesses see such angry customer comments, their common reaction would be to delete the comment or not respond to it at all.
But when people complain on your social media presence, it is important to respond to them – immediately.
Every time there’s an angry customer, you’re not just dealing with him or her. You’re dealing with the thousands of other people connected to your social platform who are watching you on dealing with this angry customer.
But that’s not all – when dealing with negative comments, 42 percent of your consumers expect you to reply within 60 minutes, and more than two third of your consumers expect a reply on the same day.
Credit: Convince and Convert
In the world of Facebook, speed is crucial; even more in times of a social media disaster.
The truth is that you will always have people complaining about your products or services, no matter what kind of business you are in, and Facebook is just another channel for them to voice out their unhappiness.
And if you don’t respond to them, this is the cost of the social media disaster!
A lot of companies see Facebook as a double-edged sword. The advantage will be to connect and build relationships with your consumers, and the disadvantage will be handling the negative remarks or feedback.
However, that is not always the case. Negative feedback is not a bad thing, but actually a great opportunity to turn a complainer to a great advocate.
I have seen a lot of successful brands that are able to handle their Facebook disaster and turn the complainers into great advocates, and I have broken down the strategy to dealing with negative comments or handling Facebook disaster into three steps.
Firstly, you have to acknowledge the negative comment. By acknowledging, it can be just a simple, “I have received your feedback and understand your concern, we are looking into the matter right now.”
Never ever direct your complainers to a feedback form, as it is insincere. As the receiver, we should take down the complainer’s details and not have them working on anything except to wait for our investigation results.
Never ever drive your fans to other digital forms like what this brand has done.
By firstly acknowledging, we will be able to reply within 60 minutes, which is the expected time window. As social media evolves, the time window will only get shorter until the replies are instantaneous.
2. Apologize with sincerity
The second step is to apologize with sincerity. When something is truly wrong, the fastest way to be forgiven by anybody is to be truly sorry.
KFC Malaysia was once hit with a social media crisis when a video of their employee was seen playing and tampering with the food. Customer brought their unhappiness on KFC Malaysia’s social media outlets, such as Facebook and YouTube. Within 4 hours, the director of operations broadcasted a video to apologise to their customers, assure that they will set up CCTVs, announce that the staffs have been dealt with, and promised that such incidents will never happen again.
By taking effort to answer and fix the problems, customers will understand the mistake and forgive them, after feeling reassured with the swift and sincere actions.
3. Take it Offline
Lastly, it is to take the matter offline by providing a phone number for the complainer. I had a personal experience with Eurostar where there was a discrepancy between the tickets I booked and the tickets I received. I took to Eurostar’s Facebook page to sort the matter out.
From all that is discussed, you should know by now that social media is not a double edge sword; instead it provides double the benefit. Not only that you get to connect with your consumers, you are able to turn them into raving and convinced customers when there are negative comments.
As a business, increasing loyal brand supporters will definitely increase your profit. From an unlikely source of complainers, you can convert them to the valuable customers you love to have!
Marcus Ho is the co-founder behind the award-winning measurable social media agency, SocialMetric. If you’re interested in learning more measurable and advanced social media strategies to boost sales, consider signing up to the SocialMetric Newsletter.
Top image courtesy of Shutterstock.
Article courtesy of Inside Facebook
Kenshoo, a Facebook Strategic Preferred Marketing Developer, is expanding its operations across China, Japan and Southeast Asia by launching new language version of the platform, opening a new office and hiring a former Facebook Japan and Australia executive.
Liam Walsh will now lead social sales across Southeast Asia with a new Singapore as the hub and focus of Indonesia, Philippines, Malaysia and Thailand. The company currently has offices in Hong Kong, Tokyo and Sydney.
The company will also launch Chinese and Japanese versions of its platform, which will enable brands and agencies in those markets to use custom local search and social marketing tools through phased rollouts.
Michel Van Woudenberg, managing director, APJ, at Kenshoo, said in a press release:
We are seeing explosive growth in search and social advertising across Southeast Asia, China, and Japan and Kenshoo is now expanding its operations faster than expected to meet this demand. Local language platforms and deeper in-market presence will give brands and agencies in this region even more horsepower to drive digital marketing performance through Kenshoo. On top of these significant investments, we’re going even further to ensure client success by adding local resources in mainland China.
In addition, Kenshoo made further product enhancements to its ActiveCluster technology for Baidu, China’s largest search engine. Across its Asia Pacific Japan region, paid search spend rose 19 percent year-over-year during the first quarter of 2014, with client revenue increasing 34 percent.
Article courtesy of Inside Facebook
Over the past two years, Asia has emerged as the world’s top marketplace for apps–and it’s still growing. Revenue in Asia rose by a massive 162% in 2013, “annihilating” growth in all other continents, according to a new report by Distimo. Furthermore, that increase was fueled in large part by Google Play, where revenue from Asia more than quadrupled in 2013.
In comparison, the App Store’s growth in Asia was much slower: a 94% increase in revenue for iPhone apps and 64% for iPad apps. But that was still faster than the App Store’s total growth in Europe or North America, as seen in the chart below.
For its report, Distimo looked at daily App Store and Google Play downloads. Asia accounted for 41% of global app revenue in December 2013, compared to 31% from North America and 23% from Europe.
Overall app revenue in Asia is now split almost evenly between Google Play and Apple’s App Store. In comparison, the App Store still leads in North America, where it accounts for 75% of app revenue, with Google Play making up the remaining 25% (the divide is similar in Europe).
“Clearly, Asia is a different landscape than what’s seen in North America and Europe,” wrote Distimo analyst Anne Hezemans.
A lot of attention has been paid to China’s alternative Android app stores, thanks in part to the $1.9 billion acquisition of 91 Wireless by Internet giant Baidu. But Japan is still the most lucrative country for app developers in Asia, followed by South Korea and China. Though mobile penetration rates are rising rapidly throughout the continent, especially in Southeast Asia, there is still a wide disparity between app revenue in different regions.
“To put into perspective the enormous difference in revenue between the top Asian country Japan and Malaysia, Japan’s revenue is 77 times that of Malaysia’s,” wrote Hezemans. “The extremely disproportionate revenue share among Asian countries led us to believe that the market isn’t evenly divided.”
Even though Japan was last year’s leader in app revenue, South Korea enjoyed the highest growth. App revenue in the country shot up by 271%. Most revenue in South Korea came from Google Play, which is unsurprising because Apple holds just a 14% market share there, according to Flurry.
Freemium is still the leading business model in Asia. In China, apps generated 96% of revenue from in-app purchases, while Japan and South Korea had similar rates at 94% and 91%, respectively. In comparison, in-app purchases generates about 76% of revenue in the U.S.
Like their counterparts in the rest of the world, most mobile users spend their in-app time playing games. Rovio’s Angry Birds Go! was the most downloaded game in Asia in December, followed by a Chinese game called CarrotFantasy2: Polar Adventure.
For China, where only 3.5% of devices have Google Play installed, Distimo partnered with Wandoujia, one of the largest alternative Android app stores in the country, to get data from more than 300 million users.
According to Wandoujia, games by foreign developers “have a big opportunity to reach millions of gamers in China,” as evidenced by the popularity of titles like Temple Run 2, Subway Surfers, Angry Birds, and Fruit Ninja, all of which were among the top seven titles in the country last year.
But local developers still dominate non-game apps, just as local software dominated the PC Internet.
“China’s domestic market is so large that it can support an entirely independent ecosystem from the rest of the world,” said the report.
In fact, the 3.5% of Chinese users who do have Google Play on their phones are a relatively international demographic. Just 65% of the apps they purchased were made by local developers, compared to 87% for Wandoujia’s users.
Many Western game makers were initially skeptical about breaking into China’s app marketplace because of piracy and the difficulty of monetizing games. But Wandoujia’s data showed that mobile gamers are now more willing to spend money on in-app purchases. From April to November 2013, the average revenue per paying user for massively multi-player online games grew a massive 400%, beating growth in Japan (282% year-over-year) and Korea (342% year-over-year).
“Android users have a hungry appetite for in-game purchases, bucking the old myth that Chinese users won’t spend money for services,” wrote Hezemans.
For more data, see the full report.
[[Image by Newport Geographic]]
Article courtesy of TechCrunch