Date post: | 19-Jul-2015 |
Category: |
Small Business & Entrepreneurship |
Upload: | christopher-marentis |
View: | 375 times |
Download: | 3 times |
Today’s Panel
Shashi Bellamkonda - Chief Marketing Officer
Surefire Social
(Moderator)
@shashib
Tara Lewis - Regional Marketing Director
Yelp @TheTaraLewis
Chelsea Welsh - Corporate Marketing Manager
Southeastern Metals, DOT Metals @ChelseaView
Kami Huyse - CEO
Zoetica @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 Negative
FACT: 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
Today’s Panel
Chelsea Welsh
Corporate Marketing Manager
Southeastern Metals, DOT
Metals
@ChelseaView
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 angry
Have a game plan in place that you follow
Follow these three simple steps:
1.Assess
2.Evaluate
3.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?