Taking Control of Your Online Reputation

Taking Control of Your Online Reputation

Consumer reviews can have a significant impact on your bottom line.

Learn best practices to deal with difficult customers and negative reviews.

Learn effective methods to get reviews in ways that don’t break the rules.

Who reads reviews?

Lots of people(they also just talk to each

other)

Who reads reviews?

Plenty of surveys show significant influence of

reviews

Insert Boring Survey Chart

Here

What to do about reviews?

What to do about reviews?

Provide great service

Getting more reviews

Search Rankings:More reviews is better than

great reviews

Getting more reviews

Provide great service

Getting more reviews

Window clings from Yelp, Foursquare, TripAdvisor “Feel free to share your experience on Yelp” “How did you find out about us? …”

Use the power of suggestion

Getting more reviews

Directly ask for reviews Provide incentives for reviews Pay people to leave reviews Create a bunch of accounts and write your own

Advanced techniques

Getting more reviews

Yelp: Don’t even ask Google: OK to ask, don’t incentivize FTC: What Google said

By the book

Getting more reviews

Create check-in specials on Foursquare, Yelp, and Facebook Attracts people likely to leave 4SQ Tips, Reviews 4SQ: Create your own Tips

Alternative: Check-ins, Tips

Dealing with bad reviews

Take a deep breath. Count to ten.

Dealing with bad reviews

Don’t obsess overless-than-perfect reviews

Dealing with bad reviews

Report abusive reviews

Threatening, bigoted (Yelp allows salty language) Look at user’s other reviews for signs of fakeness Don’t expect this to work

Dealing with bad reviews

Respond

Acknowledge / apologize Clarify / resolve Take it offline

Free market research

MR is valuableMR is expensive

Reviews are free MRTake advantage of it

Other things to consider

Responding to good reviews

Industry-specific review sites

Service-area businesses (Thumbtack)