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The Positive Side of a Negative Review

The Positive Side of a Negative Review

Reviews play a key role in a buyer’s selection process. A total of 70% of Americans look at reviews before they make a purchase, according to an American Lifestyles report. Those customers are looking at all types of reviews─even the negative ones. (You probably do the same.)

In fact, buyers who seek out negative reviews are 67% more likely to convert to a purchase than the average consumer, according to a Revoo study. Those highly engaged buyers stay on pages longer and view nearly 4X as many products as the average visitor because they’re conducting extensive research.

Why Bad Reviews Can Be Good

The thought of getting negative reviews makes many businesses nervous. However, negative reviews can be a good thing.

Critical reviews generate interest in your company. For example, we know that G2 Crowd users click on the less-than-positive reviews two-and-a-half times more frequently than positive ones. (Full disclosure: I’m the CMO at G2 Crowd.)

You might think that’s not the kind of attention you want to share. However, 68% of people trust a company’s reviews more when they see bad ones mixed in with the good. That expresses the reality of most products─not every product is good for everyone. And it provides your company the opportunity to evaluate your perceived weaknesses and address them.

Critical reviews can provide valuable insight. When reviews are attributed and authentic, they help you build trust and engagement with your prospects. A recent Harris study found that 18% of people became loyal repeat customers after they received a brand’s response to their negative feedback.

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The perception is that brands that engage with customers after negative feedback are attempting to work with their customers and address the issue. A lot of the time those issues are actually a communication breakdown and are easily fixed.

A sincere response can win over more than just existing clients. People were 186% more likely to buy a product after they saw a brand respond to a customer who misused or misunderstood the product, according to Bazaarvoice. Those same new customers were 92% more likely to buy after seeing the company offer to refund, upgrade, or exchange the product.

The following tips can help you use negative reviews to create happy, engaged customers.

  • Respond. Read all reviews, even bad ones. Give yourself time to digest the information and investigate the issue or feedback. It’s ideal to reply within 48 hours. Be polite, and try your best to provide information to help resolve the issue.
  • Thank the customer. For every customer that complains, 26 don’t. Negative feedback is like a free consultation. Whether your customer is irritated about subpar customer service or a clunky software interface, his or her comment gives you an unbiased glimpse into what’s not working, and that’s worth a thank you.
  • Apologize. Even if you don’t think you or your team did anything wrong, tell all displeased customers you’re sorry that they’re unhappy. Avoid canned statements, and respond directly to details in customer posts.
  • Make it right. Offer to fix or replace a defective product, demonstrate how to use the product correctly, or give the customer a chance to connect an individual or team. If you’ve made changes because of an ongoing issue, such as fixing a bug in your software, give specifics.
  • Follow up. Check in with customers by phone or email to see how everything’s going and try to get ahead of any issues in the first place. Send satisfied customers a link to review their purchases. With your gentle encouragement, the customer most likely will engage with your sincere and appropriate efforts.

Bad reviews might be upsetting, but think of them as real insight into what is working and not working. And when an individual is engaging with your negative review, he or she is more likely to be a motivated buyer.

Remember that not all products are one size fits all. That’s what makes us all (and our products) unique. When you and your team respond thoughtfully and appropriately to critical feedback, your company ultimately wins the day.

Now that you understand how negative reviews influence the purchasing process, you may be more concerned that your product does not have a balance of good and bad reviews. The solution to that problem is simple… Begin encouraging your customers to review your product on third-party review sites. It’s the evolution of the purchasing process. Embrace transparency and reap the benefits.

How Often Should I Post On Social Media?

How Often Should I Post On Social Media?

Best practices for when to post on social media


Twitter – 3 times per day, or more

Engagement decreases slightly after the third tweet.

Facebook – 2 times per day, at most

2x per day is the level before likes & comments begin to drop off dramatically.

LinkedIn – 1 time per day

20 posts per month (1x per weekday) allows you to reach 60 percent of your audience

Google+ – 3 times per day, at most

The more often you post, the more activity you’ll get. Users have found a positive correlation between frequency and engagement. When posting frequency wanes, some have experienced drops in traffic up to 50%.

Pinterest – 5x per day, or more

The top brands on Pinterest have experienced steady growth – and in some cases rapid or sensational growth! – by adopting a multiple-times-per-day posting strategy.

Instagram – 1.5 times per day, or more

Major brands post an average of 1.5 times per day to Instagram. There’s no drop-off in engagement for posting more, provided you can keep up the rate of posting.

Blog – 2x per week

Companies that increase blogging from 3-5X/month to 6-8X/month almost double their leads.

Key research for how often to post to social media

The above best practices are super clear and simple if you’re interested in getting started with a frequency framework for your social sharing. As with all research-backed best practices, I’d encourage you to use these as a starting point for your own tests to see what’s best. Your individual scenario may call for more or less than what’s recommended.

Also, I know many are interested in where these recommendations come from (we dig this type of stuff, too!). Here’s a bit more about the research and resources that have helped to establish the baselines for how often to share to social media.

Twitter – 3 times per day, or more

“Engagement decreases slightly after the third tweet”

During the summer of 2013, Social Bakers took a random sample of 11,000 tweets from top brands and found that a frequency of three tweets per day was the point where brands saw their highest engagement.

In the chart below, Total ER (total engagement rate, in blue) and Average Tweet ER (average engagement rate per tweet, in purple) meet in the sweet spot right around the third tweet.

A 2012 Track Social study found that the per-tweet engagement peaks at around five tweets per day.

Does three to five tweets per day seem a bit … low?


Interestingly, in the same Track Social study mentioned above, per-day engagement—the total number of interactions that occur throughout the day, regardless of how many times you post—showed a steady rise all the way to 30 tweets per day. In other words, you could post up to 30 times and still continue to see positive effects on engagement—effects that might not top the maximum per-tweet levels at five tweets per day, but still worth exploring.

Tweet engagement frequency

Facebook – 2 times per day, at most

2x per day is the level before likes & comments begin to drop off dramatically.

A lot has changed for the Facebook News Feed in the past couple years, so it’s worth noting that the best research on Facebook frequency comes from a Track Social study from 2012 and a Social Bakers study from 2011.

These studies conclude that it’s best to post to Facebook 5 to 10 times per week, or 1 to 2 times per weekday.

From the Track Social findings:

When a brand posts twice a day, those posts only receive 57% of the likes and 78% of the comments per post. The drop-off continues as more posts are made in the day.

LinkedIn – 1 time per day

20 posts per month (1x per weekday) allows you to reach 60 percent of your audience

As part of the LinkedIn small business guide, the network shared an interesting stat that relates to how often you should be sharing to LinkedIn. Share 20 times per month to reach 60 percent of your audience.

Twenty times per month divided by four weeks per month equals five times per week. Five times per week fits perfectly with a once-per-weekday posting schedule, ideally suited to reach the audience on LinkedIn, which is full of professionals who figure to spend their most time on LinkedIn during business days.

Google+ – 3 times per day, at most

Stone Temple Consulting’s Mark Traphagen and Socialmouths’ Daniel Sharkoveach shared graphs from their own sharing on Google+. Their takeaway:

The more often you post, the more activity you’ll get. Users have found a positive correlation between frequency and engagement. When posting frequency wanes, some have experienced drops in traffic up to 50%.

The 50 percent drop in particular was mentioned by Sharkov. He noticed a large portion of traffic coming from Google+ when he was sharing more to the network; when the sharing stopped, so did the traffic.

google plus traffic frequency

Pinterest – 5x per day, or more

The top brands on Pinterest have experienced steady growth – and in some cases rapid or sensational growth! – by adopting a multiple-times-per-day posting strategy.

In 2013, visual marketing service Piqora interviewed big-time brands like Whole Foods, Lowes, LL Bean, and more to see what they had experienced on Pinterest. The brands shared the correlation they’d noticed between frequency of pinning and traffic growth, with spikes in growth occurring most between “a few pins a week” and “3 to 10 pins per day.”

pinterest frequency

Instagram – 1.5 times per day, or more

Major brands post an average of 1.5 times per day to Instagram. There’s no drop-off in engagement for posting more, provided you can keep up the rate of posting.

Social media analytics site Union Metrics spent time analyzing 55 of the most popular, active Instagram brands to learn the best practices for timing, frequency, and more.

They found that most brands share once or twice per day to Instagram. 

Some shared as much as 10 times per day and did not notice an appreciable loss in per-post engagement. This hints that it may be possible to post more often—waaay more often—to Instagram than it seems, provided the quality of the post is still present.

Blog – 2x per week

Some of the best research into the effect of frequency on blogging comes from a 2012 HubSpot study of over 7,000 businesses. Among the many interesting benchmarks and takeaways from the study, there was this fascinating note:

Companies that increase blogging from 3-5X/month to 6-8X/month almost double their leads.

Six to eight times per month would equate to 1 to 2 times per week.


How often should you post to social media?

We’re grateful for all the amazing research out there that gives us some answers to the question of frequency. These answers are great opportunities to start discovering what’s  ideal for your unique situation.

Use these guidelines as a jumping off point for your own tests. And feel free to share the results! We’d love to know what works and what doesn’t. :)

Image sources: SumAll, Placeit, Track Social, Social Bakers, SlideShare, Socialmouths,Placeit

4 Hot Social Media Trends Now in mid-2015.

4 Hot Social Media Trends Now in mid-2015.

Social media has not only changed our lives but it has also transformed the marketing landscape. In the past year, social media bloggers are being featured alongside pop stars and Oscar winners on the covers of top magazines in the world and are making more waves than television of film.

People whom were virtually unknown have used social media to help brand themselves and reach people all over the globe with just a few posts a day. The millions of followers of bloggers and brands on social networks like Facebook, Twitter and Instagram are hard to ignore.

No doubt, social media marketing is one of the most effective marketing tools out there today. But it can be hard to master it as it constantly changes and a single voice can be drowned in an ocean of millions.

The way to use social media to your advantage is to follow and act on emerging trends. Yes, trends! Know what trends are popular right now and make an impression in no time.

We’ve made it simpler for you so you don’t need to start googling away and made a list of 4 of the hottest trends right now in mid-2015.

1. Use LinkedIn to publish long-form content.

LinkedIn has established itself as the digital go-to place for professionals. It helps you connect with past and current clients and with industry peers. With over 347 million users, LinkedIn offers the opportunity to publish long-form content to foster your reputation.

Just as with a blog, you can publish content relevant to your industry and line of work, but with far less effort. The platform publishes your work on Pulse which is a curated news feed to its millions of users straight away.

Although the service was initially focused to industry big-shots called ‘LinkedIn influencers’ like Bill Gates and Ariana Huffington, it is now open to anybody who can write on professional experience. Articles written by you on business productivity can land right next to one written by Richard Branson!

Each post becomes an extension of your LinkedIn profile, beefing up your resume. Write about industry insights and tips which you as a professional have learnt on the job. Or share new research and trends you’ve read about elsewhere to let others know that you stay with the current.

2. Post native videos to Facebook

Facebook allows you to upload videos directly to the platform or share content from third-party sites like YouTube and Dailymotion. Research shows that there is 62 percent more engagement on video posts that photos.

The advantage of uploading directly to Facebook is auto-play. When a Facebook user scrolls down their newsfeed, a video which automatically begins playing is sure to catch attention. If they like the beginning of what they have seen, they can directly start watching it on Facebook without any distractions nor exiting to another site.

Upload videos which can be entertaining or useful to extend your reach in an organic, free way on Facebook.


3. Use emoji hashtags on Instagram

We’re all fans of emoji. The little yellow faces and fun symbols has become a staple in our digital lives. Scientists say that people have learnt to respond to an emoji in an online conversation the same way they respond to a human face.

Emoji’s are a key favorite of adults and teenagers because it conveys the tone and expression which is so often lost in text-based conversations. Instagram, the photo sharing mobile app, reports that about 50 percent of all comments on the platform has emojis.

To keep with the trend, Instagram has announced that emojis can now be used in hashtags. Hashtags are a basic tool in social media marketing. They make your posts discoverable outside of your group of followers.

Experiment with emoji hastags. Since it is new, you can get ahead of the competition and get discovered quicker.

4. Target promoted posts on Facebook

3 years ago, the organic reach of a Facebook post was at 16 percent of total page likes. Today, that percentage has dwindled down to single digits. With 1.23 billion monthly active users, an average user can be quite overwhelmed by the number of posts on their newsfeed from friends and businesses, which can go above 1500 per day! Facebook has now limited that to a more appropriate number of 300. But in the process certain posts can never be seen by users, including yours.

The way to rise above the Facebook clutter and stand out is by strategically targeting your audience. This works for both organic and paid posts. Target your content according to the location, demographics, interests of the people who like your page and their friends (as they will too most likely fall in your target audience).

The outcome of focusing on your target audience is a higher rate of engagement. Promote unpaid posts which already have a high level of engagement. Take it as a good sign that they will perform better if promoted.

Post on updates to your business, new offers and deals, as well as, yourself. It’s always good to remind your followers that you exist as a person.

To help you in deciding a budget for promoted posts, Facebook will give you an estimate of how many people it will reach before charging you. The Facebook Insight feature allows you to track the success and effectiveness of that post.

So now that you’re on track with current social media trends, get posting and reaching new people!

How Many Facebook Pages Are You Allowed to Own?

How Many Facebook Pages Are You Allowed to Own?

List of Pages Managed

Facebook has a lot of limits on a lot of different elements of their site, and it can be a giant pain in the ass to dig through their terms of service, their community guidelines, and their advertising documentation just to find some vague mention of these limits. It makes sense that you would want to turn to third parties to do the work for you and give you a simple answer. There is indeed a simple answer to this simple question, but I’m going to give you a bunch of extra context and advice, in typical marketer fashion.

Pages Vs. Profiles

Some people don’t realize there’s a difference between a Facebook page and a Facebook profile. Usually these are casual users, but sometimes novice marketers and even some experienced marketers get the terminology mixed up. So let’s clarify a few things.

First of all, there are pages and profiles, as separate types of entity. Profiles are personal accounts, and are what you make if you create a new account right now. They have the ability to message people, to friend each other, to like pages, and to join groups.

Page vs ProfilePages, meanwhile, are another type of entity on the site. You have to have a profile in order to make a page, and all pages have at least one account managing them as an admin. You used to be able to make a business page as a stand-alone account, but Facebook decided this wasn’t the way they wanted to organize their site, so they changed it.

Pages have access to all of the powerful marketing tools, like post targeting, scheduling, and team management, but they have limitations on functionality. They can’t message a user who hasn’t messaged them first, they can’t follow other pages, and they can’t join groups.

It is against the Facebook terms of service to make a profile to represent a business. You can, however, make a page to represent a person. George Takei is one famous example; he uses Facebook like a personal profile, but it’s actually a business page. In fact, if you use a profile the way a business might use a page, or Facebook thinks you do, they will forcibly create a page out of that data and make you use it, under penalty of banning.

The Simple Limits

There are simple, easy to state limits on both profiles and pages.

As far as profiles go, you’re only technically allowed one. Some people get away with running more than one if, for example, they’re running one for a family member, but it generally has to be attached to a real person. This makes it easier for Facebook to justify removing duplicate profiles, fake profiles, and bot accounts.

As far as pages go, there is technically no limit to the number you can own. One profile can have as many pages attached to it as you want.

The Agency Situation

The reason there’s no limit to the number of pages you can own is because Facebook is well aware of the existence of marketing agencies. There are companies that specialize in creating and managing Facebook pages, and they do so under the central control of one core admin profile. That profile creates pages for each brand they want to represent, adds moderators, editors, and other admins to the page, and runs it they way they see fit.

Agency Using Hootsuite

In a related situation, other marketing agencies don’t create the pages, but get themselves added as an admin or ad manager to the pages that already exists. Both this situation and the previous situation result in the same thing: one profile account with dozens or even hundreds of pages it has added as an Admin.

Personal Limitations

I say that there is no limitation to the number of pages you can own as a personal profile on Facebook, and this is true. However, there is a sort of “soft” limitation, which is the time involved in managing a page.

Pages take a lot of time and effort to manage and maintain. If you want to create, grow, and build a page, you need to invest in creating content, figuring out your audience, marketing both on and off Facebook, running Facebook ads, and generally doing everything a marketer needs to do on a daily basis. Depending on what your situation happens to be, you might be spending 2-4 hours per day on your page.

If you own two pages, that number doubles. If you own three pages, that number triples. The more pages you own, the more time you have to spend managing your pages every day. Eventually, you simply run out of time to run those pages.

This is a bad situation, because then you’re down to three options, only one of which is good. The first option is to drop a page, which means all of the time, energy, and money you have invested in it goes to waste. The second option is to cut back on your page management, which means you’re spending less time and energy on your pages. This doesn’t seem like a bad thing, but it does mean your page will grow more slowly and will be less effective as it runs. You might also be tempted to turn to shortcuts that can get your page suspended.

The third option is the only valid option, which is to get other people to help you manage your pages. You can add people as editors to manage your content, or as advertisers to manage your ads, or as moderators to manage your community. Each page role has different functionality and different limitations as to what it can do, and it’s generally a good idea to keep the admin role to yourself, just to avoid possible issues where someone tries to steal control over your pages.

Technical Limitations

In addition to limitations on time and chronology in our causality-based universe, you might also have to contend with technical limitations. Now, managing a page through Facebook directly is simple, but it’s not the easiest thing in the world. Often times a lot of the more advanced features you want to use are scattered around or buried in menus, and it’s easy to lose track of them or not know where they are in the first place. It ends up taking a lot of time just navigating between items you want to use.

You can use a Facebook Manager to manage your pages, and it will give you access to the best and most common features all in one place, or at least in a more easily navigable space. However, many of these management applications have limitations on the number of pages you can link to their service.

Facebook Page Manager

For example, one of the biggest page managers is Hootsuite. Hootsuite’s Professional-level manager only allows up to 10 social profiles, and that’s across all social networks. If you want to manage up to 50 pages at a time, you need their Business plan, which starts at $500 per month. More than that and you need to talk to them directly for a customized solution, and it’s definitely going to be even more expensive.

  • Sendible also has a limit: the base version is $50 per month for up to 20 pages, and for 300 pages you will be up to $500 per month. They also have the custom scaled solution for more pages, and more money, as well.
  • Buffer’s “Awesome” tier is $10 monthly for up to 10 social accounts, which means 10 pages if all you’re doing is Facebook. They scale up to 150 accounds for $400 per month.
  • Sprout Social is $100 per month for a meager 10 social profiles, and their “enterprise” offering still only allows up to 20 social profiles for $250 per month. Of course, their service is more about all kinds of reports, monitoring, scheduling, tracking, and analytics rather than simple management, but it’s still not feasible to use dozens of pages with the service.
  • Agora Pulse starts at $50 per month for a whole three pages, though you can add pages for $15 per additional page. When you pay for a higher tier account the number goes up but the cost for additional accounts goes down, so you end up at $300 per month for up to 40 pages, but only pay an additional $6 per page as you scale it up.

So you can see how it quickly becomes a matter of money and scale to manage so many pages at once. If you’re trying to manage a ton of different pages at the same time, you want time-saving tools on your side, but those tools are going to cost you a lot of money.

Duplicate Pages and Other Restrictions

I say that there’s no limit to the number of pages you can own, but there are restrictions on what those pages can be.

First of all, you need to abide by all of the standard Facebook guidelines. That means no pornography, no violent content, no hateful content or hate speech, and so on. If your page has to do with a restricted but not banned subject, like Alcohol, you need to make sure you’re using the right age restrictions. Certain subjects, like dating sites and health supplements, need prior written permission from Facebook to be created, and without proof of permission your page can be shut down.

There’s no rule against making multiple pages about the same subject, in a general sense. For example, there are probably hundreds of pages out there that have something to do with doughnuts. I’m not just talking about business pages for doughnut shops; I mean pages like the vaguely nws Hotdogs and Doughnuts, the broad and empty Doughnuts Community, and the strangely political Anti-Doughnut Party.

However, you are forbidden from making actual duplicate pages about the same business. If you run Bob’s Bait Shop, you can have one page for your shop, and that’s it. You could have a second page for a community or event, but not a second one for your business.

The exception to this rule is franchises. Dunkin Donuts is a national chain, and every individual shop can have its own Facebook page. They can all be owned by one central person, with individual managers for each franchise added as admins, or it can be left up to the individual store to create their own page.

It’s also against the rules to create a duplicate page of an entity you don’t represent or own. I couldn’t go and create a Dunkin Donuts page for a store that already exists, or a store that doesn’t exist, because it’s just impersonation.

If you happen to have more than one account representing the same entity, it’s entirely possible to merge them. All you have to do is follow the steps Facebook provides, which we cover in this article.

Merging Pages

You can also sometimes claim existing pages you didn’t create, or get them removed, if they’re interfering with your business. This is an individual situational judgment, so you’ll need to report the offending page and see how Facebook deals with it.

Regardless, there’s no actual limit, mechanically, to the number of pages you can create and own. If you really wanted to, you could just spend all day creating page after page, to see how long it is before Facebook stops working when it tries to load your entire list. I wouldn’t recommend it, but it’s perfectly doable, albeit a waste of time and space.

Real Estate Blogs Should Have These

Real Estate Blogs Should Have These


Have you ever considered what makes your blog a place people would like to visit?  To attract a larger following and to enhance your online marketing success, be sure to add these 10 aspects to complete your real estate blog.

1. A well designed blog header.  It doesn’t have to contain professional designer quality illustrations. However, your header should definitely contain clear and visually appealing images.  It should be neat, possess easy to read fonts and include your blog’s name.

2. A stylish background.  A background is not mandatory. But if you are going to use one, go with the less is more theory.  A clustered background is not an option!  Anything distracting or flashing should have no place on your blog.  Research has indicated that a dark print on light backgrounds are easier on the eyes and more inviting to your audience.

3. Use consistent color scheme.

4. Blogger profile. This should consist of a picture of the blogger and a short introduction to your site.  3 to 5 sentences is plenty.

5. Pages and Categories.  These are tabs, icons, image/thumbnail links that allow users to navigate to other relative content on your site.  For example, your real estate pages may consist of: – Sponsor Information including blog statistics, ad space sizes, prices, and inclusions. – Contact Information – Contributions and awards

* You should always include a Home page!  This will allow users to get back to your main page no matter where they are on your blog.

Your category icons can consist of:

– Real estate tips

– Listings

– Photography

6. Social Media links. Links will allow users to connect and follow you via your social media profiles. It is best if they can do this through new windows.  This function makes a blog user friendly.

Not sure how to make your links open in new windows?  Check out Blogging Resources, Tools, Widgets, HTML, etc. you should check out!

7. An archive of related posts.  Want to keep your viewers on your page longer?  This is one simple way to do it!  If they like your current post, they will be more apt to read something similar if there is a link jumping off the page just waiting to be clicked on.  The best place for related posts to be displayed is directly under your posting area.

8. A list of popular posts.  These are your most viewed and clicked on content.  They were viewed most for a reason so why not display them proudly?   This type of material is what the audience appears to like the most, so give the people what they want.

9. Add sign up forms. The more places where readers can subscribe to your blog, the better. Add forms to the sign up page, the About page, or even at the bottom of every post.

10. Attractive headlines. Headline writing isn’t easy.But this is a critical aspect to catching the audience’s attention. The best content in the world won’t be read if the opening headline doesn’t pique the reader’s interest. Spend a little extra time to make sure each blog post has a strong headline.

There you have it. 10 things your real estate blog should have.

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How To Remove a LinkedIn Connection

How To Remove a LinkedIn Connection

Removing a Connection


How do I remove the connection between me and another LinkedIn member?

You can go to a 1st-degree connection’s profile to remove your connection with them:

Note: It’s not possible to remove a connection from a mobile device.

To remove a connection from the desktop:

  1. Go to the connection’s profile.
  2. Move your cursor over the Arrow icon next to the button in the top section of the profile. The button name may vary.
  3. Select Remove connection.
  4. Review the list of effects of removing the connection and click Remove.

Note: If you don’t see Remove connection in the drop-down list, you may need to refresh your connections. To do this, go to your Connections page, click the Settings icon on the right, then click the Refresh link next to LinkedIn.

You can remove several connections at once on the Contacts page:

  1. Move your cursor over Connections at the top of your homepage and select Keep in Touch.
  2. Click Filter by and select Connections Only.
  3. Check the box next to the connections you’d like to remove.
  4. Click More above the first connection and select Remove from Contacts.
  5. Review the list of effects of removing the connections and click Remove.

You can also remove individual connections from the Contacts page by clicking More under their name and selecting Remove Connection. Connections you remove will no longer be a 1st-degree connection and will no longer appear in your Contacts section.


  • When you remove a connection, they won’t be notified.
  • After removing a connection, any recommendations or endorsements between you and that person will be withdrawn. They will not be restored if the connection is re-established.
  • Only the member who breaks the connection can reinitiate that connection.

Learn more about removing contacts that you’re not connected to on LinkedIn.

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