“i am eating a #donut.” “i like donuts!” “this is where i eat donuts.”
Post on 17-Jan-2016
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“I am eating a #Donut.”
“I like Donuts!”
“This is where I eat Donuts.”
“Here is a photo of my Donut.”
“Here is a Video of me eating 3 Donut’s”
“My skills include Donut Eating”
“Here is a Donut Recipe”
“This is where I buy Donuts”
“Now listening to Donuts”
“Hey Let’s Get together and eat a Donut”
“I am a Certified Google AdwordsPartner who eats
Donuts.”
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”-Warren Buffett
New Media Has Changed the Game
Every Business has a Digital Legacy
Digital Footprint• Things you have
some level of control over• What you say
about yourself
Digital Shadow• Things you have
little or no control over• What other’s say
about you
Your Digital Footprint + Your Digital Shadow
=Your Online Reputation
Do You Know What People Are Saying About Your Business Online?
50%of consumers spend 75% or more of their total shopping
time conducting online product research
70%of people trust online reviews
by strangers
90%of people trust online reviews
by people they know
Why is Online Reputation Management So Important?
• Your Prospects Are Online
• Your Competitors Are Online
• Your Customers Are Online
… That Includes Your UNHAPPY
Customers
Negative Effects of a Bad Online Reputation
Bad Customer Experience
Unresolved Customer Issues Bad Reputation
LOST REVENUE$$$$$$$$
Positive Effects of a Good Online Reputation
• Retain Existing Customers
• Easier to Get New Customers
• Maintain a Positive Brand Image
In the last year, Yelp alone has had over
10 million new reviews added
A 1-star increase in your Yelp review can lead to a
5% - 9%increase in revenue
97%businesses online
97%97%of consumers search for local
businesses online
Monitor Online Conversations• Do a Google Search for Your
Business Name… What Comes Up?
• Check Articles, Blogs, Forums, and Customer Review Sites
• Frequently Check Your Own Blog / Website for Comments
• Pay Close Attention to the Social Network Sites
Actively Seek Reviews• Actively Seek
Reviews from Satisfied Customers
• Consumers TRUST and EXPECT Online Reviews
How to Get Customer Reviews• Offer an Incentive in
Exchange for ReviewsCoupons, Discounts,
Free Samples, etc.
• Ask Customers to Review your business
• Link Your Business Listing Profiles to Your Website
Respond and Interact
• Listen to What People are Saying
• Respond to Both Positive and Negative Comments
• Be Respectful and Display a
Helpful, Friendly Demeanor
• Always Quickly Offer a Solution any Problems
Removing Negative Reviews
• Report inappropriate reviews• You can use the Flag as inappropriate link next to a review to
report it as inappropriate. We will then check if the review violates these guidelines
Will Yelp remove or reorder bad reviews if a business pays for sponsorship?No. You can’t pay us to remove or reorder your bad reviews — it’s just that simple. It’s worth pointing out some additional checks and balances that we build into the system: among other things, our sales team doesn’t have the administrative privileges that might allow them to remove a bad review for an advertiser; similarly, the folks who do have those privileges don’t have anything to do with sales and aren’t compensated on the basis of sales performance
Thank You
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