Online Customer Reviewsand Reputation Marketing

www.buyfamous.com

Google Searches Last Month

Dentist, West Palm Beach – 2400 Appliance Repair, Denver- 2900Pediatrician, Philadelphia- 1900Nail Salons, Tampa- 1600

Question?

1. Your prospects are online – they have plenty of options and will

generally choose businesses with the most positive online feedback

2. Your existing customers are online – even though they may be satisfied with your product or service, they

are watching what others are saying

3. Your competitors are online – they can use your online reputation to develop strategies to take even

more business from you

Why Customer Reviews Are So Important

Reviews can help your business flourish or become critically challenged

People go online first to search for local products and services

Consumers post negative and positive feedback about businesses online

Other consumers rely on this feedback from other customers to help them make purchasing decisions

No reviews – or mostly “negative” reviews will hurt your ability to get new customers

An ample amount of reviews will help you get new customers

Online Reputation Marketing is a labor-intensive process that

businesses and individuals follow that involves “recovering” their

online image, as well as “building” a more positive image.

Both should be followed by “maintaining” that image which involves monitoring and responding to what is being said about your business online.

Then you must “market” the Reputation you have built- getting new accounts and a bigger “share of wallet”

from your current customers.

Customer Reviews Are A Major Factor In Almost Customer Reviews Are A Major Factor In Almost Every Type Of Online MarketingEvery Type Of Online Marketing

Let’s Take a Look at Some Numbers

72% of Consumers Trust Reviews

52% are More Likely to Use aLocal Business with Positive

Reviews

27% of Consumers Regularly Use Online Reviews to MakeDecisions about Businesses

WHY Your WHY Your Online Online

Reputation and Reputation and Customer Customer Reviews Reviews MATTERMATTER

““70% Of Consumers Trust A 70% Of Consumers Trust A Business With A Business With A

Minimum Of 6 – 10 Reviews”Minimum Of 6 – 10 Reviews”

“72% of Consumers trust online reviews as much as personal recommendations.”

MY Five Star Reviews Send Me Hot, PreQaulified, Presold Buyers!

Bad ReputationBad Reputation

No ReputationNo Reputation

Good ReputationGood Reputation

5 Star Reputation5 Star Reputation

Atlanta Dentists

Company name

www.buyfamous.com

Over 80 Million Businesses leave their

UNMANAGEDUNMANAGED Reputation

front and center for

EVERYONE EVERYONE that searches for their business name to see.

What About YOU ?What About YOU ?

What happens when someone Google's

my business name?

Am I listed?

Is my information correct and consistent?

Is my Google+ there?

Do I have 5 Star Reviews?

Reviews?Sure I have thought about them….but I really didn’t know how important they are.

Now, I know it’s time to: 1. start asking for them 2. capture them online3. training my help 4. marketing my five star reputation.

Building YOUR 5 Star Culture

Reputation Marketing vs. Management Pro-Active vs. Reactive Offense vs. Defense

Company name

YOUR 5 Star Culture

Your “business” must be reputation focused Staff must buy in Reinforced regularly

Customer Experience Defines Success

Must Have A System Track and Monitor

Make it EASY for Your Customers

Provide great products and top-notch service to make your customers WANT to leave a great review for your company

Setup an “onsite” review station at your checkout counter or front desk

Give them multiple ways for them to provide feedback

Respond to all reviews, which allows you to engage with your customers as well as show that you care

Get Reviews

Ask for reviews in your email messages that go out to your customer list

Ask for reviews in your direct mail materials

Ask for reviews on your social media profiles…

Reward customers who go online to leave a review for you.

Ask for reviews on the back of receipts, pamphlets, menus, etc.

Run a contest for your employees for soliciting reviews

Negative Reviews Can Happen

There will be “some” negative reviews, which is good as long as they’re not overpowering

Don’t ignore negative reviews; otherwise, you could come off as “uncaring”

Don’t argue with negative reviewers as it could enhance the negative impact

How to Respond to Negative Reviews

Do not panic or over-react to negative reviews; it’s bound to happen

Assess the situations carefully and resolve any issues with unhappy customers

Do not “argue” with your unhappy customers

Post your responses publicly so your customers and potential customers see that you actually care

Business Logo or Photo

Business Info

Employee Photos and Names

Review Rewards

Detailed Review

SMART Reviews

Review Buzz Cards

www.buyfamous.com