“I am eating a #Donut.”
“I like Donuts!”
“This is where I eat Donuts.”
“Here is a photo of my Donut.”
“Here is a Video of me eating 3 Donut’s”
“My skills include Donut Eating”
“Here is a Donut Recipe”
“ This is where I buy Donuts”
“Now listening to Donuts”
“Hey Let’s Get together and eat a Donut”
“I am a Certified Google Adwords Partner who eats Donuts.”
“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 Buffett
New Media Has Changed the Game
Every Business has a Digital Legacy Digital Footprint Things you have some level of control over What you say about yourself
Digital Shadow Things you have little or no control over What other’s say about you Digital Shadow Things you have little or no control over What other’s say about you
Your Digital Footprint + Your Digital Shadow =Your Online Reputation
Do You Know What People Are Saying About Your Business Online?
50% of consumers spend 75% or more of their total shopping time conducting online product research
70% of people trust online reviews by strangers
90% of people trust online reviews by people they know
Why is Online Reputation Management So Important? Your Prospects Are Online Your Competitors Are Online Your Customers Are Online … That Includes Your UNHAPPY Customers
Negative Effects of a Bad Online Reputation Bad Customer Experience Unresolved Customer Issues Bad Reputation LOST REVENUE $$$$$$$$ LOST REVENUE $$$$$$$$
Positive Effects of a Good Online Reputation Retain Existing Customers Easier to Get New Customers Maintain a Positive Brand Image
In the last year, Yelp alone has had over 10 million new reviews added In the last year, Yelp alone has had over 10 million new reviews added A 1-star increase in your Yelp review can lead to a 5% - 9% increase in revenue A 1-star increase in your Yelp review can lead to a 5% - 9% increase in revenue
97% businesses online 97% of consumers search for local businesses online
Monitor Online Conversations Do a Google Search for Your Business Name… What Comes Up? Check Articles, Blogs, Forums, and Customer Review Sites Frequently Check Your Own Blog / Website for Comments Pay Close Attention to the Social Network Sites
Actively Seek Reviews Actively Seek Reviews from Satisfied Customers Consumers TRUST and EXPECT Online Reviews
How to Get Customer Reviews Offer an Incentive in Exchange for Reviews Coupons, Discounts, Free Samples, etc. Ask Customers to Review your business Link Your Business Listing Profiles to Your Website
Respond and Interact Listen to What People are Saying Respond to Both Positive and Negative Comments Be Respectful and Display a Helpful, Friendly Demeanor Always Quickly Offer a Solution any Problems
Removing Negative Reviews
Report inappropriate reviews You can use the Flag as inappropriate link next to a review to report it as inappropriate. We will then check if the review violates these guidelines
Will Yelp remove or reorder bad reviews if a business pays for sponsorship? No. You can’t pay us to remove or reorder your bad reviews — it’s just that simple. It’s worth pointing out some additional checks and balances that we build into the system: among other things, our sales team doesn’t have the administrative privileges that might allow them to remove a bad review for an advertiser; similarly, the folks who do have those privileges don’t have anything to do with sales and aren’t compensated on the basis of sales performance
Thank You