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Reputation Management Generate more reviews online!
| Date post: | 13-Jul-2015 |
| Category: |
Marketing |
| Upload: | realgreenanalytics |
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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: [email protected]
Questions?
