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3 Key Ways to Improve Online Sentiment

If you own or run a small business you’ve probably been told it’s vital for you to have a social presence. You might be wondering just why is this so important or how can this really benefit my business? Well think about it, where are people sharing experiences, learning about new products and services, and making purchases? That’s right, it’s happening on the internet and many times right from people’s social media pages.

If your company doesn’t have a social presence there’s a chance you’re losing valuable customers and supporters. Why not harness these potential customers and get them interacting with you on social media? Seems like a no brainer, right? We hear so often the positive impact social media has on business, but what happens if something goes wrong? You get a bad review or your customer service is criticized. This is where sentiment comes in, maintaining a positive sentiment can be tricky but negative feedback should not derail your efforts. Here are some quick ways to improve your online sentiment and lead to a better customer experience.

1. Have a presence

Make yourself a Facebook Page, Twitter Profile, and any other social media channels you think will benefit your business (Linkedin, Pinterest, Tumblr, Google Plus). People want to have an avenue to communicate with you that isn’t just the traditional email or phone call. This infographic can help you decide which social channel might be best for you. Without a presence it will be difficult to determine your company’s sentiment.

2. Make Announcements
Announce sales, discounts, and events through your social media channels. The promotion of positive happenings surrounding your company will help to get people excited and engage with you online. Now offering a new service or carrying a new product? Share it! This will not only act as a marketing opportunity but it can help to project positive sentiment.

3. Be Active
Post consistently, converse, and check for posts about your business often. Replying to social media mentions about your company within a few hours is ideal. Say “Thank You” for compliments and for customer service issues respond briefly letting your customer know you’ve seen their post and will be following up about the issue off of social. Acknowledging negative sentiments may seem like you’re calling attention to them but replying to negative comments or questions about service on your social page will allow other fans to recognize how responsive you are to your customers.

If you’re having trouble understanding your sentiment, Viralheat can help to identify sentiment trends, monitor conversations, and find potential customers. Staying involved is the best way for you to connect with existing and potential customers and improve your overall online sentiment.

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