creating a positive online reputation

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@splashop m / splashopm / splashopm By Splash – Online Presence Management Creating a Positive Online Reputation

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@splashopm /splashopm /splashopm

By Splash – Online Presence Management

Creating a Positive Online Reputation

Review Site Facts• 72% of consumers trust online reviews as much as

personal recommendations (searchengineland)

• 52% of consumers are more likely to use a local business if they have positive reviews

• 90% Of consumers say buying decisions are influenced by online reviews (ZenDesk)

• 25% of all Yelp reviews are considered fake• 4 out of 5 Yelp users visit the site when preparing to

spend money

Online Review Process• After any interaction with your business– Did you leave them feeling satisfied?– Unsatisfied customers are highly motivated to

review– Satisfied customers often need a push to review

• Log in to review site• Review is posted and analyzed• Business has a chance to make a public

comment

Do

• Ask customers if they are satisfied with your service

• Remember that your business is being judged by the community at all times

• Treat each customer as if they were going to review you

• Give out review cards or customer feedback e-mails to encourage reviews

• Positivity

Don’t

• Offer to pay a customer for a positive review• Try to discourage a dissatisfied customer from

posting a review• Blame the customer• Publicly respond to a negative review in an

aggressive or distasteful manor• Attempt to discredit review services to customers• Attempt to overly discredit the competition• Amplify negatives

To Avoid Negative Reviews

• Make sure you engage the dissatisfied customer before they turn to the internet to spread their negativity

• Neutralize the situation by being empathetic, understanding and apologetic

• Offer to keep in touch with the customer until their issue is resolved, AND STAY IN TOUCH

How We Help

• Monitor and engage on review sites– Positive and negative reviews– To show we care

• Direct customers to review sites through customer feedback page / e-mail

• Provide “Review Cards” for team members to hand out to customers

• Promote good reviews on blog and social media

3 Main Takeaways

• Stay positive• Treat each customer as if they were your next

review• Always encourage reviews and feedback