Date post: | 07-Aug-2015 |
Category: |
Small Business & Entrepreneurship |
Upload: | chris-marentis |
View: | 58 times |
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Today’s Panel
Shashi Bellamkonda - Chief Marketing OfficerSurefire Social(Moderator)
@shashib
Tara Lewis - Regional Marketing DirectorYelp
@TheTaraLewis
Chelsea Welsh - Corporate Marketing ManagerSoutheastern Metals, DOT Metals@ChelseaView
Kami Huyse - CEOZoetica @kamichat
Optimize Your Listing
Add Photos
Add Basic Business Information
Describe Your Business
& Recommend Like-
Minded Businesses
Create a Yelp Deal &
Gift Certificate
Add your website &
receive messages
from potential customers
MYTH: Most Yelp Reviews are NegativeFACT: Nearly 80% of Yelp Reviews are 3-Stars or Higher
Distribution of All Reviews
Negative reviews play an important role too:• A variety of experiences are consistent with real life• You can’t please 100% of your customers 100% of the
time
1 Star 14%
2 Stars 8%
3 Stars 11%
4 Stars 25%
5 Stars 42%
When Responding to Reviews, Keep In Mind…
Your reviewers are your paying customers Your reviewers are human beings with (sometimes
unpredictable) feelings and sensitivities
Your reviewers are vocal and opinionated (otherwise they would not be writing reviews!)
Say ‘Thank You’, State Your Policy and Respond Promptly
1 Star Review on 8/5/12
Review Update: 3
Stars
Public Comment
from Business Owner
Chelsea Welsh
For the past year I have been teaching Social and Digital Media classes to contractors around the country. There has been some interesting questions and feedback that I have received from these classes…
Here are some questions I hear pretty often..1. Why are reviews important?2. How do I handle negative reviews?3. How do I handle negative reviews that are
coming from my competitors?
All of these are relevant questions….
Chelsea Welsh
Handling negative online reviews properly is critical….Never respond to one of these reviewers with anger or with name calling. This will harm the brand more than it will help it. Instead, negative reviewers should be referred to with tact. Stay positive, never respond when your frustrated or angryHave a game plan in place that you follow
Follow these three simple steps: 1.Assess2.Evaluate3.Respond
D.S. Berenson has a great matrix to help with this, reach out to him for details.
Chelsea Welsh
• Do not ignore the negative reviews, be quick to respond and handle the issue immediately.
• Turn that negative review around into something positive for that customer
• Try your best to drive the situation offline; customers want to see that you are willing to provide a solution.
Example response: I apologize that you had a less than perfect experience with our company. Please feel free to contact me at XXX-XXX-XXXX and I will review your concern and we can discuss a solution.
Chelsea Welsh
Obtaining video testimonials/reviews
There are several tools out there to help you obtain video testimonials. I often use TOUT to acquire these online reviews.
You can easily obtain a video testimonial, edit it, and post it to Facebook, Twitter, LinkedIn, Email or SMS, with just a few clicks.
Parting Ways
Would you like us to contact you with more info on GeoJuice or anything else covered during this webinar?