“i am eating a #donut.”
DESCRIPTION
“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”. - PowerPoint PPT PresentationTRANSCRIPT
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“I am eating a #Donut.”
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“I like Donuts!”
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“This is where I eat Donuts.”
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“Here is a photo of my Donut.”
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“Here is a Video of me eating 3 Donut’s”
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“My skills include Donut Eating”
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“Here is a Donut Recipe”
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“This is where I buy Donuts”
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“Now listening to Donuts”
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“Hey Let’s Get together and eat a Donut”
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“I am a Certified Google AdwordsPartner who eats
Donuts.”
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“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
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New Media Has Changed the Game
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Every Business has a Digital Legacy
Digital Footprint• Things you have
some level of control over• What you say
about yourself
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Digital Shadow• Things you have
little or no control over• What other’s say
about you
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Your Digital Footprint + Your Digital Shadow
=Your Online Reputation
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Do You Know What People Are Saying About Your Business Online?
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50%of consumers spend 75% or more of their total shopping
time conducting online product research
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70%of people trust online reviews
by strangers
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90%of people trust online reviews
by people they know
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Why is Online Reputation Management So Important?
• Your Prospects Are Online
• Your Competitors Are Online
• Your Customers Are Online
… That Includes Your UNHAPPY
Customers
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Negative Effects of a Bad Online Reputation
Bad Customer Experience
Unresolved Customer Issues Bad Reputation
LOST REVENUE$$$$$$$$
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Positive Effects of a Good Online Reputation
• Retain Existing Customers
• Easier to Get New Customers
• Maintain a Positive Brand Image
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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
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97%businesses online
97%97%of consumers search for local
businesses online
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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
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Actively Seek Reviews• Actively Seek
Reviews from Satisfied Customers
• Consumers TRUST and EXPECT Online Reviews
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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
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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
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Removing Negative Reviews
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• 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
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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
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Thank You