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Most business owners view the handling of customer complaints – regardless of the size or degree of urgency involved – as a daunting task. In fact, most owners can stress for days about how to deal with one bad complaint. Though receiving customer complaints is not the most encouraging of circumstances, addressing them can actually lead to stronger customer relationships and increased loyalty.

If handled correctly and carefully, the behavior in which you handle the complaint – as well as the customer – can have a valuable impact on your business. The benefit is made when you, as the owner, not only address the issue at hand, but own up to the customer’s disappointment. Regardless of whether the customer is wrong or right, the dissatisfaction is there. To fix this, two things must be done.

  1. Own up to the Problem. Even if it wasn’t the business’s fault, the customer is generally always right. The only way to even begin to restore the relationship is to accept the blame, even if it unjustly administrated. You must always be the bigger person when your business’s reputation is at stake.
  2. Make Amenities. In most cases, you will need to take the extra step to show the customer that he or she matters. Refunds, free products, or gift cards are usually adequate options. Though the complaint may or may not be warranted, the person is paying customer. The cost of making it right with the customer is far cheaper than the untamable, bad word-of-mouth advertising that would likely be the alternative.
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Though traditional marketing is still alive and people continue to watch television, listen to the radio, and read magazines, we are living in a digital world. We find ways to skip commercials, get news online, and use social media to learn more about companies and brands. Your business – whether its local, provides a personalized service, or sells products nationally – needs to have a digital media marketing plan.

Here are five digital marketing tools every company should be using:

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The way your business is portrayed depends a lot on how you allow it to be portrayed – and the way in which you display your business is through your own writing. Whether through business emails, social media status updates, or any other forms of business communication, the main goal is to allow customers to see the real, friendly, human side of your company. You will still need to be clear and informative, but in an interesting and unique way that gives your audience a glimpse of who you and your business really are. Use the following tips to enhance your writing in a way that will have the greatest impact on your audience.

1. Keep it Simple. The more simple you are in your writing, the more clear it will be to your readers, which in turn will leave little to no room for misunderstanding. Keep your text plain and simple, easy enough for customers to quickly grasp your point without much effort or thought. 

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In a world where one wrong click can be broadcast for all to see, social media crises are bound to happen. When it’s your business’s name and reputation at stake in the heat of the mess, recovery seems like a far-fetched wish. However, by following these simple, key steps, your business has a more than fair chance of coming out of the mess not only unscathed, but stronger than ever before.

1. Recognize the Problem. The first step to recovery is to realize what the actual crisis is. What went wrong? How did it start? How have viewers and followers been affected, and why are others joining the war against your brand? In order to help answer these questions, you may want to enlist the help of social media listening tools, which allow you to monitor the conversations pertaining to your company. 

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Though there are a variety of new, social media outlets that are now available to be used as marketing techniques, don’t give up on email marketing just quite yet. Believe it or not, email has nearly three times as many user accounts as Twitter and Facebook combined. Take a look at why email should still be used as an effective marketing tool.

1. Emails Generate Familiarity. By sending your customers weekly or monthly business email updates, your name will, in time, become one they become comfortable with. Subsequently, the more comfortable they are with your business, the more they will come to trust your services. Also, customers are more likely to think of your business when considering vendors than other businesses that do not pop up in their inboxes on a frequent basis. The increased and constant exposure to your business through email will cause the recipients to also notice and be drawn to your business when it is mentioned elsewhere.

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