Monitoring Your

Monitoring Your

Online Online

ReputationReputation

Liz Provo, Liz Provo,

Mass Marketing Resources

Mass Marketing Resources

Copyright 2012

Copyright 2012

About

Liz

Provo

About

Liz

Provo

• • 25 + years in sales &

25 + years in sales &

marketingmarketing• • 2002-brought alternative

2002-brought alternative

real estate service to

real estate service to

Western Mass

Western Mass• • 2008 – reached out to

2008 – reached out to

small businesses struggling

small businesses struggling

with tech/social media

with tech/social media

phobisphobis

• • experienced publisher,

experienced publisher,

speaker, DIY educator

speaker, DIY educator• • social media junkie

social media junkie

The F

act

The F

act People can be talking

People can be talking

about you or your

about you or your business REGARDLESS

business REGARDLESS

of whether you have a

of whether you have a

website or know what

website or know what

the Internet is.

the Internet is.

1 sta

r or 5

star?

1 sta

r or 5

star?

How does your reputation stack

How does your reputation stack

up?up?

Revie

w

Revie

w

Website

sW

ebsite

sYelpYelp

Google Google

PlacesPlaces

MantaManta

Angies ListAngies List

Merchant Merchant

CircleCircle

TripAdvisorTripAdvisor

Site JabberSite Jabber

Yahoo LocalYahoo Local

Rate ItRate It

City DataCity Data

Service Magic

Service Magic

AmazonAmazon

eBayeBay

RateMyTeache

RateMyTeache

rr

Com

pla

int

Com

pla

int

Website

sW

ebsite

sRipOffReports.com

RipOffReports.com

Complaints.com

Complaints.com

Thesquekywheel.com

Thesquekywheel.com

LawyerRatings.com*

LawyerRatings.com*

AVVO.com (MD,JD)*

AVVO.com (MD,JD)*

BBB.orgBBB.org

* Many review sites target

* Many review sites target

certain professions.

certain professions.

Soci

al M

edia

Soci

al M

edia

LinkedInLinkedIn

FacebookFacebook

TwitterTwitter

YouTubeYouTube

FourSquareFourSquareGowalla

Gowalla . . . Posts, tips, reviews

. . . Posts, tips, reviews

are all on social media

are all on social media

sitessites

Oth

er P

lace

s

Oth

er P

lace

s

Blog Comments

Blog Comments

Forums (Masslive,

Forums (Masslive,

Craigslist, City Data)

Craigslist, City Data)

Anywhere people feel ripped off.

Anywhere people feel ripped off.

How

To M

onito

r

How

To M

onito

rGoogle your name

Google your name

Google your company

Google your company

Google company +

Google company +

reviewsreviews

Google company +

Google company +

complaintscomplaints

I do this for every new client

I do this for every new client

Com

pla

iners

Com

pla

iners

Legitimate Legitimate

RantersRanters

CrackpotsCrackpots

They come in all sizes, shapes

They come in all sizes, shapes

and attitudes

and attitudes

Anonym

ityA

nonym

ity

Online reviews are

Online reviews are

mostly made

mostly made

anonymously

anonymously

Brings out negativity

Brings out negativity

Watch for competitors

Watch for competitors

This part stinks.

This part stinks.

What R

evie

w

What R

evie

w

Website

s Want

Website

s Want

In the business to

In the business to

promote reviews

promote reviews

Negative reviews give

Negative reviews give

them good press

them good press

Their answer?

Their answer?

Get more positive reviews

Get more positive reviews

How

To

How

To

Resp

ond

Resp

ond

Don’t panicDon’t panic

Is this legitimate?

Is this legitimate?

Don’t respond in anger

Don’t respond in anger

Let crackpots go

Let crackpots go

unansweredunanswered

File a response?

File a response?

Pick your battles

Pick your battles

How

To M

onito

r

How

To M

onito

r

Set up Google Alerts for

Set up Google Alerts for

your name, business,

your name, business,

keywords and

keywords and

competitorscompetitors

You can do this in digest form to

You can do this in digest form to

make it easier

make it easier

How

To M

onito

r

How

To M

onito

r

Complete all directory

Complete all directory

listings where your

listings where your

business comes up on

business comes up on

page 1 – 3 of Google

page 1 – 3 of Google

Be pro-active. Control your

Be pro-active. Control your

professional presence online.

professional presence online.

Monito

ring

Monito

ring

Face

book

Face

book

Watch your personal vs.

Watch your personal vs.

business page

business page

Change privacy settings

Change privacy settings

Un-tag yourself

Un-tag yourself

anywhere that might be

anywhere that might be

damagingdamaging

Watch what you say

Watch what you say

Get engaged, be polite, keep it

Get engaged, be polite, keep it

professional most of the time.

professional most of the time.

Ask

Ask

• • Ask your customers for

Ask your customers for

reviews.reviews.

• • Make it EASY for them

Make it EASY for them• • Lead them to the site

Lead them to the site• • Offer reviews yourself

Offer reviews yourself

and share the LOVE!

and share the LOVE!

Monito

ring To

ols

Monito

ring To

ols

Google Alerts

Google Alerts

Social Mention

Social Mention

HootsuiteHootsuite

Twitter Search

Twitter Search

TrackrTrackr

Twilert (google for twitter)

Twilert (google for twitter)

WildfireWildfire

Some are free, some not..

Some are free, some not..

Soci

al M

edia

Soci

al M

edia Social Media Can HELP

Social Media Can HELPGreat SEO juice

Great SEO juiceStay active, engaged

Stay active, engagedGet help if you need it!

Get help if you need it!

Conta

ct L

iz

Conta

ct L

iz

Provo

Provo

www.massmarketingresources.c

www.massmarketingresources.c

om/podcamp

om/podcamp