Reputation ManagementGenerate more reviews online!

What are we talking about?Managing your online reputation, responding to reviews, and

creating a strategy for generating more reviews online.

Why are you here?So you can learn how to generate more reviews for your business.

Who am I?My name is Maria Mayorga and I am the strategy director of Real

Green Analytics.

What is RGA?Real Green Analytics, also known as Coalmarch, is the digital

marketing division of Real Green. We produce BackOffice and

LeadBuilder.

Why are there Legos here?Because Legos are awesome. Also, we want you to have some fun

today! This is a lot of information, but it doesn’t have to be scary!

Owner action!If you see Batman, it means there is a practical action you can take

to help improve your online marketing, so keep an eye out for him!

The Old Days of Reputation

Management

Businesses relied on the support of

word of mouth.

What your reputation looks like now

73% of consumers say positive

customer reviews make them trust a

business more.

(up from 58% in 2012)Source: http://searchengineland.com/2013-study-79-of-consumers-trust-online-reviews-

as-much-as-personal-recommendations-164565

79% of consumers trust online reviews

as much as personal recommendations.

Source: http://searchengineland.com/2013-study-79-of-consumers-trust-online-reviews-

as-much-as-personal-recommendations-164565

Amy’s Baking Company

A case study in what not to do

They received negative reviews on Yelp

and Facebook

They insulted their customers.

And the story went viral.

Why is this important?

This isn’t something you can’t do

anymore. Online reputation management

should be an integral part of your

business.

It is the first thing people see when

looking for your business.

S.E.R.P.(Search Engine Results Page)

This isn’t an impossible task. This is an

area where the underdog can win.

88% of people read reviews to determine

the quality of a local business.

Source: http://www.brightlocal.com/2014/08/14/5-visual-stats-power-of-online-reviews/

72% of consumers will take action after

reading a positive review.

Source: http://moz.com/local-search-ranking-factors

Reviews are a ranking factor for

Google!

It is estimated that reviews account for about 10%

of the overall ranking factors for Google.

Source: http://moz.com/local-search-ranking-factors

The gold stars will improve your conversion rate.

Businesses who have more than 5 reviews will

have a better presence in the local SERP pack.

Do you know what your reputation

is?

Find out what your

reputation is. Google yourself to find out what

others are saying.

How to review your online

reputation

Google Yourself!

Set up alerts

Monitor your reputation on a

regular basis

Claim and own all your business

pages.

And record the passwords!

How to generate reviews online.

Generate more reviews

online!Use this process to generate more

reviews for your business

in the places that matter.

1. Make sure your customers have

a great experience.

Customer service should be the #1 goal

If they aren’t happy, ask yourself why?

2. Setup and claim your

business pages

3. Incentivise your review program

4. Send regular follow up emails

5. Highlight the reviews on your

website

6. Pace out the reviews

7. Don’t cheat the system

8. Say thank you!

Where should you send people to

review your business?

Focus on the most important

place first!

Then you can focus on other

channels...

What to do if you have a negative

reputation.

Don’t do what Amy did.

You won’t be able to get the reviews

removed unless it is Angie’s list

Don’t take it personally.

Respond to the reviews and try to make it

right.

Don’t get into an argument.

Encourage positive reviews to offset the

negative ones.

Don’t be scared.

The positives outweigh the negatives.

Trust your employees.

Have a little fun!

What have you learned?

You know why managing your

online reputation is important.

you know how to find out

what your online reputation

is

and you know how to generate

more reviews online.

THANK YOU!

Maria MayorgaStrategy Director, Real Green Analytics

Get a free assessmenthttp://www.realgreen.com/experts

(it‘s super easy)

Get in touch!twitter: @mariamayorga1

linkedin: www.linkedin.com/in/mariaemayorga/

email: mmayorga@rganalytics.com

Questions?