Posts in Social Media
5 Reasons Your Business Needs Video Marketing

Even though the use of video marketing is rising in popularity, many business owners still don’t see the benefit, often viewing it as expensive and not providing any real return on investment. YouTube is the second largest search engine on the planet. That statistic alone speaks volumes to the unique draw that videos offer in comparison to the written word, but there are numerous reasons why any savvy marketer turns to video to jumpstart any brand. 

Improved SEO

According to Comscore, an American global media measuring and analytics company, video is 53 times more likely to generate a first-page Google ranking than any other web content. Video makes up 64% of all internet traffic and is expected to increase to 80% by 2019, according to Cisco’s 2014 Visual Networking Index. 

Expanded Reach

The Facebook algorithm is often confusing and ever changing. Companies must continuously find ways to reach new customers. A quick and easy way to increase your reach on Facebook is to post video to your page. Facebook prioritizes native video in its newsfeed. In fact, a recent study from Socialbakers found that native Facebook videos get more organic (unpaid) reach on average than any other type of post on the platform, resulting in an average increase in reach of 135 percent. 

Increased Conversion

A recent consumer survey, by Animoto, reported that 73% of those surveyed confirm they are more likely to buy a product or sign up for a service if they watch a branded video that explains the product. Out of those surveyed, 96 % found videos helpful for making online purchase decisions. The report also found that 71% of consumers surveyed confirmed watching a corporate video left them with a positive impression of the company. On the surface, it can be easy to dismiss video as unnecessary fluff, but it’s hard to argue with the statistics when it comes to consumers. 

Conveys Your Message

Ultimately, when you’re looking to expand your customer base, it’s all about reaching the people you are most likely to attract. And, how do you do that? Tell them about your brand. Is your organization focused on bettering the community? Tell your potential clients. Did you create an exciting new product? Tell your customer base. While words are effective, video can be extremely compelling. Video is processed by the brain 60,000 times fast than text. 65% of people are visual learners, so naturally video can do what the written word often cannot. 

Grabs Attention

We are bombarded by content and images on a near constant basis. The challenge is to stand out among the competition. We’ve all probably watched a video recently that captured our attention. What was it about the video we noticed? Colorful graphics? Beautiful images? Music? A powerful message? Most likely, it was all the above. When done right, video has the power to make us think, and most importantly, the power to impact us. 

Call the Experts

Now that you understand some of the reasons behind the success of video in marketing, you might be left wondering where to begin. While a great video can be successful, not all videos are created equal. Sometimes, you need a little help in creating the right message, in video or otherwise. At Chatter Marketing, we identify your most unique selling points and give audiences something to talk about! Give us a call!


Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

Combatting Negative Reviews on Social Media

How to Turn Negative Reviews on Social Media into a Positive Selling Feature for your Small Business



If there is one hot topic with our clients it’s, “What do we do about negative reviews on our social media?” At Chatter Marketing, we look at negative social media reviews as an opportunity. Allow us to explain…

It’s true. No one likes to find a negative review about their business on Facebook or customer review websites, but unless you're perfect, it will probably happen. So, when it occurs, how do you deal with it?

We live in a world where everybody has a voice. An opinion. And often times, those opinions can wreck havoc on our businesses. Your customers have the ability to talk, take pictures, interact with others, and create positive or negative buzz about their experiences with your business. And worst of all, it isn’t all necessarily true.

Take a look at Google, Yelp, TripAdvisor, OpenTable, or any social media site and within seconds, you can read opinion after opinion about your business. Many are likely positive. So…how do you respond properly and turn a negative review into a positive selling opportunity?

  1. Don’t take it PersonallyYes, yes. We know. How can you NOT take it personally, right? After all, your business is YOURS and that makes this very personal. But, in actuality, it’s not personal. The reviewer is responding to their experiences with your business just as they would with any other business. So, put on your business big girl/boy pants, and remember that it’s not a reflection of you as a person.

  2. Always respond—If there is one rule we have about negative complaints, it’s that you should ALWAYS respond. You have to find time to make it right where angry customers are concerned. If you’re running your business well, it’s likely that only a few negative reviews are coming in, but it’s important to address each one. If you don’t have time to respond, hire a company that specializes in social media that will respond on your behalf.

  3. Respond Appropriately—It’s understandable that you might want to challenge the reviewer, but that’s a sure-fire way to compound the damage. Nobody likes a hothead, so DON’T DO IT! And yes…we need to follow the rule that the customer is always right. Even if you don’t believe it in a certain case, your response should indicate it. 

  4. Restate the Complaint—Most of the time, the negative reviewer is annoyed. And, when people are upset, they want to know that they were heard. Make sure that you restate the complaint. For example, if the person is mad that their food took too long to get to their table, start your response with, “I’m truly sorry that it took an hour for you to receive your dinner.”

  5. Nobody Likes to Hear Excuses—You’re first reaction is typically to give a reason why. Why it happened isn’t their problem so don’t risk an excuse sounding like an attempt to pass blame to others. Instead, say something like, “this was uncharacteristic of us and we would like to make it right.”

  6. Highlight your Strengths—The complaint is negative. Turn it in to a positive. “We’re truly sorry that our sales associate was unfriendly. We’ve been in business for more than 15-years serving thousands of customers per week but each customer is important to us. We would like to offer you…”

  7. Resolve it—Sometimes, your response to angry customers will say more about your business, and you as an owner, than the positive reviews you receive. Regardless of who is right or wrong, do your best to resolve the issue. We understand that this is nearly impossible because there are those you simply can’t make happy. But, it’s worth a shot and people looking at reviews will see you went over and above to make it right. If it was a dining experience, refund their check. If it was a product, offer to take it back with no questions asked. Whatever price you have to pay, it’s a way to show your potential NEW customers that you value your business and your customers. Think of it as advertising at a discount.

  8. Make it more Personal—It’s understandable that you don’t want your whole conversation with the disgruntled customer to be online. In that case, don’t put that in the public response. Tell them to call or email you to discuss further. You’d be happy to take care of them. And, potential customers reading the review will be impressed by the fact that you wanted to handle on a personal level.

Now that we’ve given you a few tips for how to handle a negative review, there is one area that we want to address separately. The DISGRUNTLED EMPLOYEE. (Insert horror film music!) Yep. We ALL have them. And, it’s no doubt that those unhappy, past employees will be one of the biggest thorns in your side on social media. 

At Chatter Marketing, we deal with this sort of negative review for clients the most! So, what do you do when an employee has been fired or laid off—and they are upset? YOU RESPOND, of course. 

Most of the time, these employees will go online and bash your business and give personal information about the inner workings of your organization. And it’s never pretty. But, don’t fret! Our advice to you is to respond in a positive way…

“We’re sorry Sally for your negative work experience with our organization. We assure you that hiring the best-of-the-best is of utmost concern for our organization. We wish you well in all your future endeavors.” 

If the disgruntled employee continues the conversation with an argument. Don’t respond. Other customers reading reviews can sense anger (and sometimes crazy). It’s not your job to defend yourself. Just let it go after the first response. Your silence speaks volumes to the reader.

We would like to conclude by saying, don’t sweat the bad reviews. No one expects a business to be all roses and rainbows. If you receive a few bad review, simply make it right and show everybody that you care about your business and your customers. And, watch your reviews for consistency. If multiple people are commenting negatively about your business, you may need to take a closer look and address the concerns. Negative reviews may have a sting to them, but they can also provide valuable feedback you can use to build a better business.


Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.

HOW TO GET MORE LIKES FOR YOUR FACEBOOK BUSINESS PAGE

When it comes to Facebook, it's all about getting noticed, gaining those coveted likes, and keeping your customers engaged!

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It’s All About the Likes

You’ve got your Facebook business page all set up, and you’re ready to engage with your customers. You’re certain in no time; those likes are going to roll in along with comments from your excited customers. A few days go by and you start to get a little discouraged when you’ve only got a few likes here and there. Weeks go by and frustration sets in. Why aren’t you getting the results you want? Why didn’t that picture of your cute kid in front of the new merchandise display, only get a lukewarm response? Sometimes it’s simply a matter of timing when it comes to a new page, but often it’s a matter of not understanding how Facebook works.

First Impressions Count

Begin by making sure your page is as complete as possible. The information you provide about your company is what is used when people are searching on Google or Facebook. Optimize each section with keywords that might be used when a potential customer is searching for your type of business. Is your cover photo interesting? Does it make people want to know more? It will be the first image potential customers see, and it just might be the difference between a scroll and a click. Be sure to get the word out that you have a Facebook page. Share it with your own friends and encourage them to do the same. Once you do, be sure it’s easy to find. This can be as simple as using social plugins or icons on your website to prompt customers to like your page without having to log on to Facebook.

Know Your Audience

While it’s important to gain those coveted likes, it’s equally important for those likes to come from your target audience, those that will actually buy your product. Facebook offers something called Audience Optimization, allowing you to target your preferred audience through interest tags. Now that you’ve set up a Facebook page for your new dog grooming service in Tulsa, you could search for interests of people who like animals and also live in Tulsa. You might find that people who like animals also like outdoor activities. Perhaps there is a charity event for a walk-a-thon to benefit a dog rescue. By promoting the benefit, you’ve got an opportunity to encourage your customers to share your post and get your business name out there!

Engage Your Audience

Get Noticed

While it’s extremely important to know your target audience, it’s equally, important that you continuously post engaging content. While this can seem straightforward, it’s not that easy to determine what qualifies as engaging content. Sometimes it’s a matter of trial and error. Look at what content gets the most response and engagement from your customers. Facebook audience insights can tell you how your posts are performing. Using those insights can tell you your customer base likes your “Funny Friday” posts but appears to be indifferent with regard to your promotion of your new store hours. Keep it interesting. Make people notice you!

Engage! Engage! Engage!

Engaging your audience is as much about communicating with your customers as it is posting the right content. The more your customers know you, the more you build a personal relationship resulting in a loyal customer base. If someone comments about your new top of the line vacuum, positively or negatively, that is a great opportunity to respond favorably and create a customer for life or gain a new one. Great customer service never goes out of style, and Facebook has become another avenue of creating a great customer experience.

Everyone Loves a Prize!

One highly effective way to increase customer engagement is through a Facebook contest. A contest, that encourages your customers to post a silly photo of their pet or to like and share a post to win a prize, is a great way to get your page out there to others who need your services. Everyone loves a prize after all! Even a gift certificate for a manicure or car wash can prompt people to hit that share button, helping your page to reach a potentially untapped audience.

How Often and When Should I Post?

Post often! While this may seem obvious, it isn’t to most business owners. They either don’t see the tremendous benefit that Facebook offers to reach their customers, or perhaps they just don’t have the time, which is often the case. Aim for 5 posts per week. Post more often if you’re getting engagement. You want your content to be relevant and timely so when you get that new shipment in, tell your customers about it. You want your target audience to be thinking about you often. As for when to post, that really comes down to the type of business you have. If you own a restaurant that caters to fine dining, a post in the evening might produce more of a response than early morning. A pastry shop might post an early morning teaser photo of a steaming hot scone to entice those morning commuters to stop in on their way to work.

When You Need Results, Call the Experts…

Chatter Marketing, Inc.

Sometimes you do everything you can think of to get results and you’re still at your desk, with your morning cup of coffee, trying to come up with something witty to say. If despite your best efforts, you’re still not getting the attention you want, it might be time to call in the experts to manage your content. Often, it’s not what you say; it’s how you say it. Our team of experts at Chatter Marketing knows just what to say to get you noticed. Because it’s our business we have the tools to know exactly how to produce the results you’re after! Don’t wait, contact us today!


Chatter Marketing, Inc. is a full-service advertising, marketing, branding, public relations, and social media agency located in Tulsa, Oklahoma. The Chatter Marketing team has been creating BUZZ, or “Chatter,” for small and medium-sized organizations since 2013. They use their expertise and strategic skill to identify the client’s most unique selling point(s) and give audiences...something to talk about.