Online Reputation Management Basics for Small Business
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Transcript of Online Reputation Management Basics for Small Business
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Your reputation can make – or break –
your business.
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“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
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The internet has amplified word of mouth marketing.
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Online Reputation Management helps you promote the good…
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…and mitigate the bad.
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Why is Online Reputation Management so important?
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76% of consumers are using online reviews to determine which local businesses to use
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Restaurants with 3.5 stars on Yelp are 63% more likely to be full than those with just 3 stars
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72% of consumers trust online reviews as much as personal recommendations
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52% of consumers are more likely to use a business if they have positive reviews
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Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share
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Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share
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Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share
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Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share
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Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share
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Research
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Type your name + reviews into a Google search
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A great example…
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A not-so-great example…
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Search SocialMention
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Run a LocalVox Report Click Here To Run Your Free Report
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Knowing where you stand determines how much work you have ahead of you.
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Claim
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Own your name online to protect it from haters and competitors
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Your Website Social Profiles Directory Listings
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Claim all your directories at once with SearchCast
We do all the work for you and make updating your info easy as apple pie.
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Monitor
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React to both positive and negative mentions in real time to mitigate risks
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Set up Google Alerts on your business name
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Use Social Inbox to monitor social media + reviews
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Respond to: 50-60% of positive reviews 100% of negative reviews
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How to respond to negative reviews
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Recognize and address their pain point
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Keep the response short and polite
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Take the conversation offline (preferably by phone)
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An Example
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Collect
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Create a process to turn positive experiences into online reviews
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Train your staff to look for opportunities and take action
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Identify assets that need the most help
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A note about review spam…
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In-store opportunities
Videos Social Media Collateral Email Collection
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In-store opportunities
Videos Social Media Collateral Email Collection
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In-store opportunities
Videos Social Media Collateral Email Collection
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In-store opportunities
Videos Social Media Collateral Email Collection
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Out of store opportunities
Directories Email/Written Social Media
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Set goals each month
100 customers per day 5 reviews per week 50x5=250 reviews per year.
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Share
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Let the world know about your great reviews
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Add links to your testimonials page
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Share your reviews on social media
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Publish videos to YouTube
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Build a Twitter testimonials page on your website
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Remember: There is no substitute for exceptional service.
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But wait!
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Leave us a review
Localvox.com/go/yelp
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Show us some social love:
Twitter.com/localvox Facebook.com/localvox
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Sign up for blog updates
Localvox.com/blog
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Questions?