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What is online reputation management? Can you find 1 example of how NOT to respond to angry customers online? Can you suggest at least 1 GOOD practice on how to deal with online customer attacks or complaints?

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How do you create loyalty among your online customers?

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How do you create loyalty among your online customers?

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What is "online" loyalty?
What are common methods employed?
Are some types of loyalty tactics better or worse for certain types of websites, online services, or websites that sell products?

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For this Padlet you have 8 minutes to try to post 2 contributions.  One for the Loyalty column and one for the Reputation column.  Then random students will be called upon for 7 minutes to explain the posts and to lead a class discussion.  The link to the next Padlet is here below in the next post.

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Follow this link to our last interaction today  https://padlet.com/crmteam0/bfk581pktjtg

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Constantly coming up with new kinds of promotions as well as giveaways. Another way to build brand loyalty is to emphasize on certain qualities that you want to be recognized with. 

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Constantly coming up with new kinds of promotions as well as giveaways. Another way to build brand loyalty is to emphasize on certain qualities that you want to be recognized with. 

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https://www.youtube.com/watch?v=Dlh-dzB2U4Y

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Have promotions/discounts for your loyalty program followers to keep them happy 

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Have promotions/discounts for your loyalty program followers to keep them happy 

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Staying Innovative, Remaining up to date may increase customer loyalty

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Staying Innovative, Remaining up to date may increase customer loyalty

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Listening/staying in contact with your customers

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Listening/staying in contact with your customers

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https://www.marketingdonut.co.uk/customer-care/customer-loyalty/ten-ways-to-keep-your-online-customers-loyal

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Be patient, show that you understand them and assist them step by step towards fixing their issue. Beneficial to have live chat customer service.

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https://smallbiztrends.com/2012/07/14-ways-handle-angry-dissatisfied-customers-online.html

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Offer exceptional customer service and do not lie to your customers!

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Offer exceptional customer service and do not lie to your customers!

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https://www.techwyse.com/blog/search-engine-optimization/importance-online-reputation-management-orm/

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Loyalty is being human towards your customers as a company

FE: What to do when there are order issues;
Tell the customer immediately if there's any issue with their order, for example, if an item out of stock or if a delay is likely for any other reason. Take full responsibility for dealing with it.

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Given the cost of attracting new customers - thought to be as much as eight times more expensive as holding onto existing buyers - ensuring customer loyalty can be the difference between failure and success. Here Chris Barling of SellerDeck gives ten basic pointers aimed at helping you to encourage customer loyalty if you sell online
1 Deliver on your promises

If you really give customers a great experience on your ecommerce website, they will tell their friends and they're much more likely to come back to you. So 'walk the talk'. If there's anything worse than bad service, it's being told how great the service is, then finding out the opposite is true.

2 Acknowledge orders

Always acknowledge every order immediately or customers may think something is wrong. Use the auto-reply feature in your ecommerce package or send a personal email. Also acknowledge any returns when they arrive.

3 Keep customers informed

Tell the customer immediately if there's any issue with their order, for example, if an item out of stock or if a delay is likely for any other reason. Take full responsibility for dealing with it. Never blame the supplier or anyone else. If you can afford the time, monitor deliveries closely. Find out from your carrier about any items that didn't get delivered when promised. Then contact your customer to inform them, before they even know there's a problem. Customers will be impressed - it turns a failure into a demonstration that you care.

4 Get personal

The web is impersonal, so take every opportunity to personalise your service, for example, by displaying photographs of your premises and staff with contact details. This also reassures customers that they know who to contact and how, if there is a problem.

5 Support multiple channels

People today expect to find the address of a retailer online, but increasingly they expect to check product details and stock availability both online and in-store, then order (and maybe return) using whatever channel they wish - online, phone or store. If you don't meet this 'multi-channel' expectation, customers will go elsewhere. Besides, research shows that multi-channel customers are the most profitable.

6 Stay fresh

Change your website homepage frequently with fresh offerings and news. It helps rankings and reassures customers that service will be fresh too.

7 Sort out problems

If a mistake happens, correct it promptly. Customers appreciate a call - and a simple apology works wonders. A small gift or discount might also help smooth out the situation. If you have staff, remind them that it is everyone's problem if a customer is unhappy. Never let staff criticise each other. Focus on beating your competitors, not your colleagues.

8 Complaints equal opportunity

As well as exposing specific problems that need to be fixed, complaints provide a great opportunity to learn and improve. It's also good to share both positive and negative feedback with your employees. If staff are mentioned by name, pass this on for praise, but don't publish names in the event of criticism. This reminds everyone how important it is to keep customers happy - and provides a well-earned pat on the back where deserved.

9 Don't be complacent

Review your service continually by emailing or phoning a selection of customers after delivery, to check they are satisfied. If not, you can resolve any problems. And as well as providing valuable feedback on your products and services - contacting customers again gives you a legitimate chance to tell them about your other products or services, perhaps any special offers. Also try using a mystery shopper every once in a while. Independent customer feedback services like Feefo and Trustpilot can also help.

10 Reward customers

In order to work in the long term, loyalty programmes should provide a genuine and unique reward. It's a big turn-off if I'm told by a brand that I'm being rewarded for loyalty, only to find that the same offer is going to a first-time customer, too. Also reward customers for inconvenience. For instance if you need to call a customer for any reason (eg for a security check), offer something extra, such as a gift-wrap service. This helps protect you without offending the customer.

The practices needed to engender customer loyalty are easy to write about, but they are tough to do consistently over the years. The good news is they can enrich the experience of being in business and reward you financially, too.
Written by Chris Barling of SellerDeck. Ecommerce content edited by Chloe Thomas of eCommerce MasterPlan.

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Ten ways to keep your online customers loyal

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Given the cost of attracting new customers - thought to be as much as eight times more expensive as holding onto existing buyers - ensuring customer loyalty can be the difference between failure and success.

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EA, in game micro-transactions, #pay2win

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EA, in game micro-transactions, #pay2win

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Amazon wipes customer's Kindle and deletes account with no explanation

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An Amazon Kindle user has had her account wiped and all her paid-for books deleted by Amazon without warning or explanation.

The Norwegian woman, identified only as Linn on media commentator Martin Bekkelund's blog, approached Amazon when she realised her Kindle had been wiped.

She was informed by a customer relations executive that her account had been closed, all open orders had been cancelled and all her content had been removed, but has been unable to find out why.

The move, which will shock ebook fans, highlights the power digital rights management (DRM) offers blue-chip companies. DRM is used by hardware manufacturers and publishers to limit the use of digital content once it has been purchased by consumers; in Amazon's case, it means the company can prevent you from reading content you have bought at the Kindle store on a rival device.

Linn was told by Amazon: "We have found your account is directly related to another which has been previously closed for abuse of our policies. As such, your Amazon.co.uk account has been closed and any open orders have been cancelled. Please understand that the closure of an account is a permanent action. Any subsequent accounts that are opened will be closed as well. Thank you for your understanding with our decision."

When Linn queried to which "directly related" account Amazon was referring, what had happened, and whether there was anything she could do to get her access reinstated, the online giant replied by saying it was "unable to provide detailed information" and reiterated her account would not be reopened.

In its final email to her, it added: "We regret that we have not been able to address your concerns to your satisfaction. Unfortunately, we will not be able to offer any additional insight or action on these matters. We wish you luck in locating a retailer better able to meet your needs and will not be able to offer any additional insight or action on these matters."

Bekkelun wrote: "This shows the very worst of DRM. If the retailer, in this case Amazon, thinks you're a crook, they will throw you out and take away everything that you bought. And if you disagree, you're totally outlawed. With DRM, you don't buy and own books, you merely rent them for as long as the retailer finds it convenient."

Andy Boxall of Digital Trends said: "Amazon in turn uses the Digital Millennium Copyright Act to take your books and privileges away if it finds you've been naughty."

According to Amazon's Kindle Store terms of use, "Kindle content is licensed, not sold". Should you attempt to break the DRM security block or transfer your purchase to another device, Amazon may legally "revoke your access to the Kindle Store and the Kindle Content without refund of any fees."

Technology writer Cory Doctorow suggested "the policy violation that Linn stands accused of is using a friend's UK address to buy Amazon UK English Kindle books from Norway". Under Amazon's rules, this type of action is barred, as the publisher seeks to control what content is read in which territory of the world.

In 2009, Amazon was forced to apologise for deleting books written by George Orwell from customers' Kindle devices without their knowledge following a rights issue (the books were added to its Kindle store by a third-party who did not have the rights to them). Company founder Jeff Bezos said the move was "stupid" and "thoughtless".

Update: Amazon contacted us on 23 October 2012 to say it has posted the following statement on its customer forum: "We would like to clarify our policy on this topic. Account status should not affect any customer's ability to access their library. If any customer has trouble accessing their content, he or she should contact customer service for help."

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Amazon wipes customer's Kindle and deletes account with no explanation

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An Amazon Kindle user has had her account wiped and all her paid-for books deleted by Amazon without warning or explanation. The Norwegian woman, identified only as Linn on media commentator Martin Bekkelund's blog, approached Amazon when she realised her Kindle had been wiped.

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Listen, apologize, solve, thank (LAST)