EL109: The importance of Online Reviews, Amazing Customer Service and Great Beer, with Kari Embree
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“For a customer to leave a review about your product – whether it is good or bad is a huge step… and it is up to you as a business to ensure that they’re heard”– Kari Embree
Kari Embree is the social media community manager for Green Flash Brewing Co. She brings a fresh, new approach to the craft brewing market with experience in developing creative campaigns that drive engagement and sales. Kari is an expert at extracting consumer insights from social media which allows for productive polling and testing of the target market in her industry. She is dedicated to contributing to the success of social media by activating brand ambassadors around the globe. Today, Kari talks to Jacob about the importance of reviews and why it is important for businesses to respond to them.
“Every complaint or review is an opportunity for your to connect with your customers”– Kari Embree
The internet is changing the way that we run our businesses. Sites such as yelp and other platforms mean that it is increasingly easy for customer to leave feedback about products and brands.It also means that businesses need to be ont eh ball to use these reviews and social media to engage with their customers. In today’s show, Jacob chats to social expert, Kari Embree – the social media community manager for Green Flash Brewing Co. about why reviews are vital for growing a business, how they can open the door to customer engagement and why every company needs a social media team.
If you prefer to watch my interview with Kari Embree (please refresh your browser a few times if it isn’t loaded properly the first time):
In this interview you’ll learn:
- 01’40” – About Kari and reviews
- 04’25” – Why it’s important for marketers to listen as well as put out content
- 07’28” – “Untapped” – the beer review platform and how it works
- 14’15” – The difference between ‘Untapped’ and ‘Yelp’
- 17’48” – How to deal with bad reviews
- 21’23” – Why every company should have a social care team
- 23’19” – About beer – and what to drink on 4th July
Written Podcast Transcript:
Jacob: Hello everybody, this is Jacob Sapochnick with the Enchanting Lawyer podcast. This is a show where we interview the most inspiring entrepreneurs, business people, and just cool people who do amazing things all over the world that inspire us to do our job better.
Today, we are going to be talking all about social care, online reviews, the importance of having empathy and understanding what’s happening online with your business. I’m very honored to have Kari Embree here.
Kari is a social media community manager for Green Flash brewing company right here in San Diego. I’m very excited because first of all I enjoy beer, and second of all, because we’re talking about social reviews and all these things related with this.
Kari, welcome to the show. How are you today?
Kari: Thank you so much, Jacob. It’s great to be here.
Jacob: I’m very happy to have you here.
Just a bit of a background. I met Kari — we’re actually sitting together on the panel in Social Media Marketing World just a few months ago and this was a panel about online reviews, social care. What other businesses are doing when they are trying to get reviews, trying to deal with bad reviews, the whole concept of online reviews. It was actually a great panel and I really enjoyed meeting you that day. Again, welcome to the show.
Kari, I gave a little bit of a background but what is exactly that you do in Green Flash, in your division, and why is it important to have somebody like you in a company like that?
Kari: Thanks for asking.
I am the Social Media Community Manager at Green Flash Brewing Company. I work in the marketing department and, basically, I’m responsible for all of the social media — everything. I’m responsible for writing the posts, from monitoring, to responding to customers, to really being that person that people can talk to on social when it comes to our beers.
It’s a really busy role. It’s really exciting. It’s amazing to be able to talk to people all over the world about our beers. Big part of it is definitely the customer interaction. That’s what I do for Green Flash is I watch for mentions and how we can be of assistance.
To read the complete transcript from this podcast, click here.
Is there any question you have regarding the podcast guest that is not addressed in this blog post? Please leave me a comment below or send me your thoughts at jacob@enchantinglawyer.com. I would really appreciate your feedback, your suggestion on future guests, or just an opportunity to chat with you!
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