HERE IS HOW TO DEAL WITH BAD REVIEWS LIKE A COMMUNICATION EXPERT.

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The business world has been in a tremendous transition. Changing from the traditional methods of dealing with clients to a customer empowered world where a customer complaint or rather a ‘bad review’ can hurt your reputation badly. Online businesses have a gigantic scope and this platform is in the heart of how businesses succeed. Its image is meant to be attractive to both active client and the prospective customer. which is why bad reviews hurt a company -both financially and emotionally.

The thing is, today customers can tell and rate how good a product is by looking at the client reviews and their experiences with a product. Therefore, as much as positive reviews can help a business attain massive profit margins, bad reviews can the same way negate the margin. It’s equally powerful.

So it is important to be savvy when it comes to dealing with customer’s experience with your product, because whatever they say is a testimonial and the next 50,000 people who will see it, will make a decision on what kind of products/services you offer and whether to buy it or not.

Therefore, you need a PR mind to learn the communication attributes of dealing with this kind of client crisis.

Here are some few takes on how to cope with bad reviews:

  • Cultivate a Responsive Attitude.

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Most businesses try to have the review pulled down. If you do this all the time you are not solving the problem. The review is not the problem; it is a result of a problem. And if you have one client talking then you probably have 5 times the number of clients experiencing the same, only that they don’t have time to correct you, they move on to better businesses.

SOLUTION: take the bull by the horns, but carefully. You don’t want to hurt your business in the process.

If the complaint is true, accept that you are wrong and empathize with the client to show him that you understand how that must have felt. Let them know you care. And more importantly let them know clearly that you are in business to meet people demands, and you will do anything to achieve that.

You can Promise to make things right and you can even go the extra mile and offer direct contact with the customer to have a better experience than the last one.

 

  • DIAGONISE AND RESOVLE.

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What is more important here is to Take bad reviews seriously.

Get to know why your clients are complaining, you don’t want to lose a client because of a misunderstanding or a one-time mistake.  Don’t throw blames, get your information right and resolve it.

You can for instance say ‘I wouldn’t like it too, if it were me’ this way you create a rapport. Now from here respond wisely and be human.

Phrases like ‘is there a way to make it right?’ or ‘we will get you a better product of your choice for the same price’ is a friendly way to show that clients are not risking buying from you.

  • GET RID OF IT!

The first rule of business is to make good relationship with customers for sustainable profits and sometimes to be honest there are some ‘clients’ who are just out there to taint your name for no reason at all. Yes! I believe it’s only fair to say it out loud that you will have to deal with jerk personalities in the business world. In these case, they don’t serve you any purpose and referring to the first rule of business, they are not valuable so just get rid of them before they break your customer service team.  These little devils can get very personal, don’t give them a chance. Stick to business.

 

The last but not least, check out yelp if you haven’t yet and familiarize yourself with critics and bad reviews.

 

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THE PR MIND: WHY YOU NEED ADVOCATES FOR YOUR BUSINESS, NOT INFLUENCERS.

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Silhouettes of Business People Discussing with Speech Bubbles

BRAND ADVOCATES VS AMBASSADORS

 

In the old days a product could top the market with proper marketing strategies. Today it’s a complete 360 overturn, it doesn’t matter how good your product or website looks, the question is, are your social media reviews good or bad. Do other people like it? Do they recommend it? And why? Marketing strategists offer a thousand ways on how to take advantage of the online media and reap the benefits it offers. I only want to dwell on a much little but critical aspect of brand communication and the long term goals. And that is ADVOCACY.

I want to begin with a little story of one individual who invested in the mind of the consumer and now owns the largest internet company in the world by revenue today, his name is Jeff Bezos the owner of Amazon. Mr Bezos, grew his local bookstore to a multi-million dollar store from only one core concept of PR which is : understanding client needs.   Which is actually the only reason we have entrepreneurs. They start businesses to solve problems and earn from them in turn. According to Forbes, he(Bezos) once sent a message to 1,000 of his client and asked them what it is that they wanted? From the responses he realized clients valued ‘convenience’.  And once they got that, they transformed into brand advocates with time. They loved the services and they (mostly satisfied clients) freely recommended people to use the brand.

In fact, Statistics show that a word of mouth recommendation from a trusted source is a primary factor behind 20 to 50% of purchasing decisions.

We run businesses to make profits and to make profits we need clients, loyal clients.  that is the Golden secret to financial freedom of any company.

Most companies however, struggle to build a solid relationship with their clients. So they delve into research for customer retention to multiply their ROI instead of investing on customer satisfaction.

How to gain Brand Advocates for your business?

Advocacy is an exclusive correspondent to client satisfaction. Its simple, no one will recommend your brand/business if they are not in themselves satisfied.  Which now leads to why we need to understand the main distinction and roles between a brand ambassador and a brand advocate. Now, when a company looks for brand ambassadors the HR team has to allocate money for them. So in simple terms, you pay ambassadors for publicity.

But When You have people who can write blogs about your products and talk about your company then you no longer have ambassadors, you have brand advocates. That is the difference. Advocacy is free! And it’s a feasible plan.

These kind of clients talk about your products, they tell how good it is to their friends and families, for FREE! And they do it online/offline. As an entrepreneur this is a goldmine. HERE IS HOW to easily make an advocate out of your happy clients.

  • MEET YOUR CLIENT NEEDS.

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Businesses will only achieve the mark of having brand advocates when it meets it clients needs, aptly.  Strategists in marketing noticed that the most valuable advocate is mostly the satisfied client. When they love your product/service (not if. when) then you do not only get loyalty from them you also get FREE advocacy. So your customer service has to be spot on. Let clients feel appreciated and valued. This includes valuing your own workforce.

  • CREATE CONVERSATIONS.

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Let satisfied clients talk about your product and services. What they feel about the product what they want the product or services delivered. And most importantly LISTEN.This kind of conversations make your brand to be talked about and we all know what happens to the most talked about company, traffic rises exponentially, sales increase if the talk Is positive and people want to be associated with the most loved brand. Pay attention to what apple does, everybody loves it to an extent of even making android users, prospective customers. Apple users have experienced the best mobile performance in the generation of mobile use and this has created a love for the brand. so they only need a brief announcement about a new iPhone and the consumers will go crazy and make it trend for weeks. talking about the anticipation and make all kinds of compliments and recommendation, some might even sell their previous series just to  flaunt the newest apple gadget.This is the power of advocacy over influencer publicity.

  • EXERCISE BRAND COMMUNICATION.

Let your brand sink in your client’s mind. Have umbrellas, pens, shirts and stationeries branded for your workers for free and let them enjoy the company’s products . Give gift hampers branded in your logo. All these creates convenience and a sense of pride and belonging to all your clients and guess what? this is an easy way for clients to talk about your products and the company to their friends without intending to and again It is advertisement on its own. Maybe cheaper than billboard and campaigns.

  • OPEN A REVIEW PAGE.

Give the power to clients to give you a feedback on how they feel about your organization. If clients are happy you will get free testimonials. And client’s recommendation as seen across the web is super powerful than company advertisements. If you feel your product is good let the clients praise it. It does magic. Take for instance the tech giant google, whenever you need something you say ‘I will just google it’ not ‘I will browse it’ or ‘yahoo it’ (sounds weird). The brand is in the minds of the clients both active and latent and its done freely by the happy users. Paid marketing only hypes for a moment and clients might forget about it with time, but creating relationships with clients only turns them into loyal and free advocates for your company.

PS : LOYALTY IS EARNED, NOT BOUGHT.

In the Name of Politics, Who cares?

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Hail all Kenya! ..

Welcome Back to the year of delusional decisions..

Where you’re told your conjugal rights stand no chance in the Name of politics.

Welcome to Kenya where unknown number of Kenyans will die in public hospitals, but who cares?

We may have tweeted a Cabinet secretary out of office  But who said we won’t vote her back? 

We have mourned about extra judicial killings, about Jacob Juma, and of course we cursed the government but we can sweep those outcries under the carpet now, in the Name of politics.

Here is what you’ll come to learn about politics: lies are designed to sound like the truth and murder to sound respectable.

This is the season Kenyan voters call it ‘their time’… It’s is the time for poor people to ball on the  power they posses in their wallet with that voting card..

They will talk so loud and even attend the political meeting to floss about how the ball is in their court to decide, talk of how tired they are. Reminicse on the past four terrible years of corruption and poor services..but in the Name of politics all this adversities are things of the past.

this ‘power’ in their pocket has a price of money and promises and its all bought in the name of politics. 

But who cares?   We lament and forget just as soon as those  political ploys are recited to us..

On August 31 you’re  on your own, and the seating government awaits your money for taxation.. So who has the power now?

In the name of politics, We forget our daily transactions are fueled to build this breaking Nation.

In the name of politics,  you spent restless days to get some cash to survive , while the government waits on it on a rotating seat to yet AGAIN TAX YOUR HARD-EARNED MONEY!!

But who cares, ?? 

..in the end we have to line up and vote whoever we choose to..

HAVE A THOUGHTFUL SEASON.

Its your right to vote but don’t be anyone’s slave -BM


​THE BOY CHILD PUZZLE.

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A friend of mine Marvin, sparked up a very interesting topic about a boy child empowerment. There were all kinds of comments of how appropriate and inappropriate all this was. 

Well, I saw the good intent in his post but I knew it would end up being a debate on gender- and it did. 

So I thought back as to why we needed women empowerment in the first place. And there it was. Back then Women were deprived of knowledge. They were thought incapable of doing any other thing beyond the house chores. They were not allowed to be educated or own property since they were assets themselves. And that’s where it all started.

Today women own successful companies and drive expensive cars. All because of the empowerment. Raise your glasses and let’s drink to that…Cheers!  

The boy is still in the maze with no guide to navigate it. Although he is brought up to be the prince he has ended up being a pawn to the empowered queen. He is seen as the pride of the society but is he?  

He is bred with an ego big enough to fool him that he is omniscience. We forget that he needs guidance. Indeed, much more guidance to lead and take care of his woman.  

But now look how well the male world has grown its fingers, he has way too long fingers to point what’s wrong in the family instead of fixing it.  He drinks off his mistakes and carry the blame home. 

Make no mistake, I did not scribble this to fight women empowerment. I am writing this because if men were well empowered in the first place they would respect their wives than scorn them. But that’s spilt milk now. 

The truth is the men’s world is not yet dysfunctional but if our young boys continue being left to figure things out for themselves then women will have just as hard lifestyles trying to find a responsible one.

I WANT TO BE AN ADDICT!

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…and if I ever fail to come out of it, I promise I will be fine without rehab…

I know No one wants to be controlled by anything. No one wants to be a slave to anything. But I want to. I wanna be an addict so bad. I wanna be obsessed that I can’t do without a taste of this drug… and by the way if I succeed to make myself an addict then I promise to stay addicted. I promise that I will be fine and I surely promise you that I don’t need rehab for it.

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Photo courtesy: Getty images

I have been telling myself since I was… I don’t know what age… that I will never let myself be addicted to anything but I was wrong. There is pleasure and thrill in being addicted to something/ someone. Right? …The feeling of going back again and again and again. Imagine what you would do with that kind of obsession if you got addicted to your own dreams and passion.  Imagine how much you would accomplish if you were addicted to success.
Do You want to be obsessed about your dreams, but you can’t? This is how you do it… you have to create a pattern. A habit. You have to become a repeater of things. This is how addicts are made. The exact same way perfectionists get best in their game.
The same way one would start little uplifting and become a thief, the same way you can start executing the things in your dream card and become successful. Trust me the best trainer has been knocked down more than the trainee has ever been.
I believe that addiction is mostly derived from the pleasure you get in doing something. Like smoking or having an orgasm (oops!..is there an addiction to that. I Hope not). Anyway The difference between getting addicted to success compared to other things is that its pleasure is in the result not in the effort.  Work your way to the result and make sure you never forget the feeling of achieving. Let it play in your mind how it felt like to be better than everyone. Now hold on to that feeling and let every single part of you wanna feel that forever.
In case you think you have tried enough, help me answer this… Do you know that you can fake it until you become it? The answer is yes! you can fake it until you make it…It’s called tricking your mind. It’s an art you have to learn –ITS MANIPULATION. And this time You can learn to manipulate your mind into a pattern. Remember the game; its fake it until you become it… its habit creation.  Just like smoking you have to keep the drill on.

Someone just told me to find an excuse not to fail. I think I will hold on to that. Find a reason not to fail.
My reason: I failed and that’s my reason not to.

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Addiction success

-BM

SECRETS WILL HOLD YOU PRISONER.

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If you can’t keep your own personal secrets to yourself, don’t expect others to. We barely realize it but opening up to people has limits, and an extension to this puts you in a situation of insecurity. Shared secrets makes us vulnerable unless it is not a real secret in itself.

We have friends we share our personal issues to, that’s normal. But how well do you sieve what you say to strangers or even to the people close to you? The ones you trust the most because you love them. Have you ever stopped and asked yourself how deep it will hurt your reputation, your relations with people and ultimately hurt YOU?

If they, in any chance, betray your trust what would become of your dirty talks, your controversial actions and things you did and said about others that you are not proud of?
People change and how they talk about you today is not what they will when you cross roads.

Get this straight, every big skeleton you dig up from your closet shackles you as a prisoner to the one you tell it to.
We all have secrets and there’s no essence in telling them all. This is no new thing and I know by now you have shared secrets that you would rather not have. You can’t take it all back and amnesia isn’t common especially to the people you opened up to.

PS:Mystery gives you a chance to recommence and even find solace in your mistakes. Lock up your skeletons and ditch the key yourself – Bm

I Choose Kenya, I Choose To Be Different. (#Club42Kenya)

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When the power of Love overcomes the love of power, the world will know peace. -Jimi Hendrix

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We are Club 42 and we stand for patriotism, peace and Love.

God is Ashamed of Us. I write this note with a heavy Heart and an itching soul that cries out loud to the heavens and hopes that one day our country will reason as one. A dream that I’ll one day live out Loud.
Its appalling and disgusting how we turn out to be instruments of Havoc in a flip second.

Political tides and times die with the wind and elections are seasonal. In this day and age worshipping of respective candidates In various positions of leadership has become the norm for many including the elites who are expected to be movement and the change the world anticipates. Its a huge blow and a heavy punch to humanity that we’ve decided to play the tune of those who know us not and their only aim is to use and dump after their individualistic and egocentric interests are met. We’ve turned out to be the servants rather than the masters who dictate what we want. We’ve been hoodwinked and brainwashed by fallacies and false hopes through this political gods. We’ve remained the same and worse off than yesterday.

Education and wisdom seems to have no place in our minds. Our Brains and heads remain Empty. Reason intuition and Wisdom is only but a word in the dictionary, nothing much. We risk much for this humans under the illusion that they are our own. Political stooges and deluded imbeciles describe our persona.

And yet we continue to curse rather lament about bad leadership. Of course its a chorus that has been sung for ages and now its a lullaby. We Complain yet we have the power to change. We weep yet we have a chance to celebrate. We are blindly fooled in broad daylight and put our lives on the line with no pay just to make a fellow creature happy.

This begs the question, once we’ve learnt to tolerate each other then we’ve surpassed the threshold of maturity. I wish and yearn for that day where qualities and ideologies would be a yardstick for people to ascend to leadership, a day where we would learn that brotherhood goes beyond the levels of ethnicity,a day where the words of the national anthem will instill some sense in us and finally an era where Mimi na Wewe
Tutaungana Mikono tujenge Kenya MOJA PAMOJA

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I am Jonathan Junie.
#Club42Kenya
I stand to be counted. I choose to be different.