The document outlines Alan Stevens' 5 point BUZZ plan for businesses to generate positive reviews and word-of-mouth marketing. The plan includes being unconventional, creating memorable customer experiences, encouraging customers to write reviews, responding to posted comments, and dealing with negative reviews constructively. The document provides tips on prompting customers to leave reviews, appropriate ways for businesses to respond to reviews, and how to handle negative feedback.

1. Alan Stevens
The MediaCoach
Twitter: mediacoach
Coffee Coffee
Buzz Buzz
All tweets welcome
#CaffeCultureShow2015

4. Text

5. What do customers know about you?
• PAID
• OWNED
• EARNED

6. What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED
• EARNED

7. What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED

8. What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media

9. What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media

11. A negative tweet could cause a business to lose 30
customers
(Convergys Corporation, 2009)

12. Alan’s 5 point BUZZ plan
• Be unconventional

14. D’Espresso
Manhattan
NYC

15. Alan’s 5 point BUZZ plan
• Be unconventional
• Create an experience to share

17. What do customers share?

18. What do customers share?
Customer
Service

19. What do customers share?
Customer
Service
Customer
Service

20. Tweet this:
“There is no product or service good
enough to overcome a bad customer
experience says @mediacoach
#CaffeCulture2015”

21. Alan’s 5 point BUZZ plan
• Be unconventional
• Create an experience to share
• Encourage reviews

22. Where do
customers put
reviews?

24. Text

28. What prompts a review?
• Being asked
• Quantity of previous reviews
• Experience differs from expectation
• No other channels
• Unresolved issues
• A very good or bad experience

29. • Personal request
• Post-visit email
• Regular email
• Physical reminder
• Call to action on website
Ways to get reviews

31. Tripadvisor Insights

33. Alan’s 5 point BUZZ plan
• Be unconventional
• Create an experience to share
• Encourage reviews
• Respond to comments

34. Responding to comments
• Quick, not immediate
• Know the rules (No personal insults..)
• Decide what level to reply at
• Claim your business listing
• Public or private?

35. Alan’s 5 point BUZZ plan
• Be unconventional
• Create an experience to share
• Encourage reviews
• Respond to comments
• Deal with negatives

36. Dealing with negatives
• Provide non-review paths for feedback
• Links to support in emails
• Live resolution/escalation
• Broadcast your willingness to listen to feedback
• Learn from negative feedback - a process, not a reaction
• Always respond to comments

37. Alan Stevens
The MediaCoach
Twitter: mediacoach
Coffee Coffee
Buzz Buzz
#CaffeCultureShow2015

38. Download this from:
slideshare.net/mediacoach
Text 1mediacoach to 88802
for free “101 media tips”