In my seminars and workshops, I frequently talk about the dramatic plunge in consumer confidence and how that impacts their willinging to buy your goods and services. I cite a study conducted by PR firm Edelman which studied “informed publics” between the ages of 25 to 64 and explored this group’s level of trust in four institutions: business, government, media and NGOs. Results reveal the lowest across-the-board levels of trust since the survey began ten years ago. What does this mean to you? Your consumers don’t trust you!

The solution I am proposing is to use social media to reestablish trust by allowing your raving fans to do the selling for you! Who do consumers trust? Each other! We naturally trust our neighbor’s referral over any type of formal advertising. Traditionally this has been called “word-of -mouth” marketing.

Here is the GREAT news. Social media is word-of-mouth networking on steriods. And, this is no longer just my supposition. Today eMarketer.com published a study that confirms online advertising trust is on the rise worldwide. “According to the “Global Online Consumer Survey” by Nielsen, 41% of worldwide Internet users trusted online advertising.” In fact, the study reveals the number one advertising tactic trusted by consumers is “recommendations from people I know”. You should definitely check out this fantastic article by eMarketer.com.

This strategy will require risk on your part. What if the reverse happens? What if someone says something negative? Can negative comments destroy all the trust you’ve worked to build up? Yes, if you don’t have a service recovery plan in place. You need a step by step plan in place to handle any negative posts. The plan should answer the following questions:

• How fast will you respond?
• What will your message be?
• How will reassure your other online followers?

With a plan a place you can effectively handle negative posts. AND, get this….you can actually earn MORE trust by allowing an honest dialogue to take place, showing that you have a plan in place and that you take your customer’s concerns seriously. This is the mark of a trustworthy company.

But, let me quell your concerns about negative posts. I monitor a lot of “business” social media sites. I don’t see a lot of negative posts EXCEPT for the big “corporation” type companies. Why? No one wants to fire the first shot across the bow. I believe we are all thinking “If I start the negative avalanche it will eventually catch up to me!” We are afraid to say something negative about another business in fear someone else will do it to our business. Make sense? In fact, I mostly find social media pages for small businesses to be a sickening love fest of unrealistic proportions!

Start allowing your past, current and future customers to talk to each. They can sell you better than you ever will. Open up the dialogue and reap the rewards.

We practice what we preach! Please post a comment below and we invite you to disagree! And, we invite you to become a fan of the Internet Marketing Hotline on Facebook!

Need help with social media? Sign-up for Meredith’s Social Media Boot Camp, Aug. 11, 18 & 25 at the HBA of Metro Orlando.

Today I had the pleasure to speak for the Altamonte Springs Woamtec Chapter and what lovely ladies! Their energy and enthusiam was contagious. Thank you for having me!

I shared with them my ”fab five”…my five favorite FREE online tools. As a busy power mom, I use these tools on a daily basis. I believe technology should make our lives easier not harder! If a technology tool doesn’t save me time and/or money it is off the list! Enjoy my list and I hope they make your life easier as well!

Read more »

Have you noticed that the iPhone has an app for everything? Maybe you’ve seen the commercials…

• Need to find a restaurant? There’s an app for that.
• Need to buy a car? There’s an app for that.

I wish there was an app to go to the gym for me…

And have you also noticed that many of these app’s have a Twitter connectivity? It really makes you think about how revolutionary Twitter is, and why it’s picking up the kind of following it has.

While searching some favorite places, I found a cool new app site called TweetMic. Now, you can publish audio clips on your Twitter!

I’m fascinated. It works a little like 12 seconds, but just audio, instead of video. Not having a particularly good hair day? Stick with TweetMic.

This app has a super easy user interface and records at a high quality level, so you won’t sound like Darth Vader.

“TweetMic is a simple and intuitive Twitter client app for the iPhone that allows you to make high-quality audio recordings or “Tweetcasts” and publish them directly to Twitter. There is no limit to how much you can record and you don’t need to sign up for any additional service to start using TweetMic.”

It also won’t delete your previous recordings on the site, so it acts kind of like a live recording journal.

“With TweetMic you can publish tweets much faster, and you don’t have to break away from the moment to type anything. The energy and emotion of your voice conveys far more information to your followers than just words alone.”

Things like this actually make me want to get an iPhone!