Date post: | 17-Feb-2017 |
Category: |
Small Business & Entrepreneurship |
Upload: | cecilie-burleson |
View: | 91 times |
Download: | 4 times |
DON’T BE IN THE DARK!
Are your online reviews helping or hurting your business?
Quick PollReviewer: “This was the worst hotel visit…”
Response: “I don’t know what went wrong. Please contact us and we can provide you a gift certificate for your next stay.”
How Reviews Impact Your Business
• Online reviews are the new word of mouth, but with a larger reach• Search result pages include online ratings and reviews• Build credibility with positive reviews• Positive reviews offset negative reviews• Provides insights for improving business
Search Engine Optimization
Quantity of regular reviews
Average Star Ranking
Credibility with pubs
If someone did a search for your business, what would they find?
It takes 20 years to build a reputation and five minutes to ruin it.
If you think about that, you’ll do things differently.
-Warren Buffet
Online Review Stats
97%Say they read reviews about local businesses. –BIA Kelsey
90%Of consumers say positive reviews influenced their purchase decision. –Marketing Land
The DON’Ts
Don’t respond with a negative
Don’t Auto-reply
Don’t Fake it
Don’t just jump on a trend
Don’t make public offers
Don’t use your business name in a negative review response
Don’t ignore the positive reviews
The DOs
Do reflect before you react
Do own it!
#techno
logyands
tuff
#chevygu
y
Do view them as opportunities
Do be aware of current events
Do encourage reviews
Do post in a timely fashion
Do consider the future
Do remember your employees
If you aren’t monitoring your reputation online, you have NO idea what people
are saying.
Useful Tools
Google Alerts SocialMentionReputation Management tools
A brand is no longer what we tell the Consumer it is - it is what Consumers
tell each other it is.-Scott Cook, Intuit
Thank you!Cecilie Burleson – Digital Sales Manager – Kitsap Sun