SlideShare a Scribd company logo
1 of 19
Taking Control of Your
Online Reputation
Taking Control of Your Online Reputation
Consumer reviews can have a significant impact on your bottom line.
Learn best practices to deal with difficult customers and negative reviews.
Learn effective methods to get reviews in ways that don’t break the rules.
Who reads reviews?
Lots of people
(they also just talk to each other)
Who reads reviews?
Plenty of surveys show
significant influence of
reviews
Insert Boring
Survey Chart
Here
What to do about reviews?
What to do about reviews?
Provide great service
Getting more reviews
Search Rankings:
More reviews is better than great
reviews
Getting more reviews
Provide great service
Getting more reviews
 Window clings from Yelp, Foursquare, TripAdvisor
 “Feel free to share your experience on Yelp”
 “How did you find out about us? …”
Use the power of suggestion
Getting more reviews
 Directly ask for reviews
 Provide incentives for reviews
 Pay people to leave reviews
 Create a bunch of accounts and write your own
Advanced techniques
Getting more reviews
 Yelp: Don’t even ask
 Google: OK to ask, don’t incentivize
 FTC: What Google said
By the book
Getting more reviews
 Create check-in specials on Foursquare, Yelp, and Facebook
 Attracts people likely to leave 4SQ Tips, Reviews
 4SQ: Create your own Tips
Alternative:
Check-ins, Tips
Dealing with bad reviews
Take a deep breath. Count to ten.
Dealing with bad reviews
Don’t obsess over
less-than-perfect reviews
Dealing with bad reviews
Report abusive reviews
 Threatening, bigoted (Yelp allows salty language)
 Look at user’s other reviews for signs of fakeness
 Don’t expect this to work
Dealing with bad reviews
Respond
 Acknowledge / apologize
 Clarify / resolve
 Take it offline
Free market research
MR is valuable
MR is expensive
Reviews are free MR
Take advantage of it
Other things to consider
Responding to good reviews
Industry-specific review sites
Service-area businesses
(Thumbtack)
LSA Bootcamp Portland: Taking Control of Your Online Reputation

More Related Content

Viewers also liked

Осенние поделки из тыквы
Осенние поделки из тыквыОсенние поделки из тыквы
Осенние поделки из тыквыСтелла Гарт
 
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....DataArt
 
2D_block_scaling_Software
2D_block_scaling_Software2D_block_scaling_Software
2D_block_scaling_SoftwareShereef Shehata
 
Ценовые политики и возможные модели сотрудничества
Ценовые политики и возможные модели сотрудничестваЦеновые политики и возможные модели сотрудничества
Ценовые политики и возможные модели сотрудничестваOlga Ponomareva
 
How to implement agile
How to implement agileHow to implement agile
How to implement agileToni Tassani
 
5 Reasons why Zillable is Good for Your Business v2
5 Reasons why Zillable is Good for Your Business v25 Reasons why Zillable is Good for Your Business v2
5 Reasons why Zillable is Good for Your Business v2JamesMorgan.Attorney
 
Wonder woman
Wonder womanWonder woman
Wonder woman123772
 
Cpl- A Practical Guide to Coming Home
Cpl- A Practical Guide to Coming HomeCpl- A Practical Guide to Coming Home
Cpl- A Practical Guide to Coming HomeRobert Coffey
 
Biodata pribadi ku
Biodata pribadi kuBiodata pribadi ku
Biodata pribadi kumegaayusurya
 

Viewers also liked (12)

Осенние поделки из тыквы
Осенние поделки из тыквыОсенние поделки из тыквы
Осенние поделки из тыквы
 
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....
«Особенности разработки 2D игры в Unity на примере проекта “Маша и Медведь”»....
 
2D_block_scaling_Software
2D_block_scaling_Software2D_block_scaling_Software
2D_block_scaling_Software
 
EDNS0 Client-Subnet for DNS Based CDNs
EDNS0 Client-Subnet for DNS Based CDNs EDNS0 Client-Subnet for DNS Based CDNs
EDNS0 Client-Subnet for DNS Based CDNs
 
Ценовые политики и возможные модели сотрудничества
Ценовые политики и возможные модели сотрудничестваЦеновые политики и возможные модели сотрудничества
Ценовые политики и возможные модели сотрудничества
 
How to implement agile
How to implement agileHow to implement agile
How to implement agile
 
Leadership
LeadershipLeadership
Leadership
 
5 Reasons why Zillable is Good for Your Business v2
5 Reasons why Zillable is Good for Your Business v25 Reasons why Zillable is Good for Your Business v2
5 Reasons why Zillable is Good for Your Business v2
 
Wonder woman
Wonder womanWonder woman
Wonder woman
 
SEC Fact Sheet
SEC Fact SheetSEC Fact Sheet
SEC Fact Sheet
 
Cpl- A Practical Guide to Coming Home
Cpl- A Practical Guide to Coming HomeCpl- A Practical Guide to Coming Home
Cpl- A Practical Guide to Coming Home
 
Biodata pribadi ku
Biodata pribadi kuBiodata pribadi ku
Biodata pribadi ku
 

More from Localogy

Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...
Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...
Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...Localogy
 
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...Localogy
 
LOCALOGY ENGAGE 19: Turning Customers Into Advocates
LOCALOGY ENGAGE 19: Turning Customers Into AdvocatesLOCALOGY ENGAGE 19: Turning Customers Into Advocates
LOCALOGY ENGAGE 19: Turning Customers Into AdvocatesLocalogy
 
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoom
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoomLOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoom
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoomLocalogy
 
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeber
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeberLOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeber
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeberLocalogy
 
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives Success
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives SuccessLOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives Success
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives SuccessLocalogy
 
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product Development
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product DevelopmentLOCALOGY ENGAGE 19: Bringing Customer Feedback into Product Development
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product DevelopmentLocalogy
 
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer Journey
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer JourneyLOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer Journey
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer JourneyLocalogy
 
BITZ BOOTCAMP DC: Welcome - Why Are You Here?
BITZ BOOTCAMP DC: Welcome - Why Are You Here? BITZ BOOTCAMP DC: Welcome - Why Are You Here?
BITZ BOOTCAMP DC: Welcome - Why Are You Here? Localogy
 
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...Localogy
 
BITZ BOOTCAMP DC: Smart Service - Winning the Customer Experience
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceBITZ BOOTCAMP DC: Smart Service - Winning the Customer Experience
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceLocalogy
 
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)Localogy
 
BITZ BOOTCAMP DC: Expo Showcase - U2Cloud
BITZ BOOTCAMP DC: Expo Showcase - U2CloudBITZ BOOTCAMP DC: Expo Showcase - U2Cloud
BITZ BOOTCAMP DC: Expo Showcase - U2CloudLocalogy
 
BITZ BOOTCAMP DC: Expo Showcase - Freshlime
BITZ BOOTCAMP DC: Expo Showcase - FreshlimeBITZ BOOTCAMP DC: Expo Showcase - Freshlime
BITZ BOOTCAMP DC: Expo Showcase - FreshlimeLocalogy
 
BITZ BOOTCAMP DC: CRM and Customer Insights
BITZ BOOTCAMP DC: CRM and Customer InsightsBITZ BOOTCAMP DC: CRM and Customer Insights
BITZ BOOTCAMP DC: CRM and Customer InsightsLocalogy
 
LSA19: The Location Factor — How Multi-Location Brands Win in Social
LSA19: The Location Factor — How Multi-Location Brands Win in SocialLSA19: The Location Factor — How Multi-Location Brands Win in Social
LSA19: The Location Factor — How Multi-Location Brands Win in SocialLocalogy
 
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising Mix
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising MixLSA19: Amazon — Shifting Purchase Behaviors and the Advertising Mix
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising MixLocalogy
 
LSA19: Creating a Purpose Driven Culture
LSA19: Creating a Purpose Driven CultureLSA19: Creating a Purpose Driven Culture
LSA19: Creating a Purpose Driven CultureLocalogy
 
LSA19: The Science Behind Increasing Customer Retention
LSA19: The Science Behind Increasing Customer RetentionLSA19: The Science Behind Increasing Customer Retention
LSA19: The Science Behind Increasing Customer RetentionLocalogy
 
LSA19: The Role of Organic Content in the Consumer Buying Journey
LSA19: The Role of Organic Content in the Consumer Buying JourneyLSA19: The Role of Organic Content in the Consumer Buying Journey
LSA19: The Role of Organic Content in the Consumer Buying JourneyLocalogy
 

More from Localogy (20)

Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...
Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...
Mono Solutions Webinar - The Engagement Challenge: Simple Steps for Improving...
 
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...
LOCALOGY ENGAGE 19: The Best Companies and PE Firms are Focused on Engagement...
 
LOCALOGY ENGAGE 19: Turning Customers Into Advocates
LOCALOGY ENGAGE 19: Turning Customers Into AdvocatesLOCALOGY ENGAGE 19: Turning Customers Into Advocates
LOCALOGY ENGAGE 19: Turning Customers Into Advocates
 
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoom
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoomLOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoom
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - LegalZoom
 
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeber
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeberLOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeber
LOCALOGY ENGAGE 19: SMBuy-in - Better Onboarding and Engagement - AWeber
 
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives Success
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives SuccessLOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives Success
LOCALOGY ENGAGE 19: SMBs and KPIs - Sharing Data that Drives Success
 
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product Development
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product DevelopmentLOCALOGY ENGAGE 19: Bringing Customer Feedback into Product Development
LOCALOGY ENGAGE 19: Bringing Customer Feedback into Product Development
 
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer Journey
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer JourneyLOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer Journey
LOCALOGY ENGAGE 19: AI’s Impact on the B2B Customer Journey
 
BITZ BOOTCAMP DC: Welcome - Why Are You Here?
BITZ BOOTCAMP DC: Welcome - Why Are You Here? BITZ BOOTCAMP DC: Welcome - Why Are You Here?
BITZ BOOTCAMP DC: Welcome - Why Are You Here?
 
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...
BITZ BOOTCAMP DC: The Modern Customer Journey - Be Found Where your Customers...
 
BITZ BOOTCAMP DC: Smart Service - Winning the Customer Experience
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceBITZ BOOTCAMP DC: Smart Service - Winning the Customer Experience
BITZ BOOTCAMP DC: Smart Service - Winning the Customer Experience
 
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)
BITZ BOOTCAMP DC: Managing Cash Flow/Profits (aka Why You Are in Business)
 
BITZ BOOTCAMP DC: Expo Showcase - U2Cloud
BITZ BOOTCAMP DC: Expo Showcase - U2CloudBITZ BOOTCAMP DC: Expo Showcase - U2Cloud
BITZ BOOTCAMP DC: Expo Showcase - U2Cloud
 
BITZ BOOTCAMP DC: Expo Showcase - Freshlime
BITZ BOOTCAMP DC: Expo Showcase - FreshlimeBITZ BOOTCAMP DC: Expo Showcase - Freshlime
BITZ BOOTCAMP DC: Expo Showcase - Freshlime
 
BITZ BOOTCAMP DC: CRM and Customer Insights
BITZ BOOTCAMP DC: CRM and Customer InsightsBITZ BOOTCAMP DC: CRM and Customer Insights
BITZ BOOTCAMP DC: CRM and Customer Insights
 
LSA19: The Location Factor — How Multi-Location Brands Win in Social
LSA19: The Location Factor — How Multi-Location Brands Win in SocialLSA19: The Location Factor — How Multi-Location Brands Win in Social
LSA19: The Location Factor — How Multi-Location Brands Win in Social
 
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising Mix
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising MixLSA19: Amazon — Shifting Purchase Behaviors and the Advertising Mix
LSA19: Amazon — Shifting Purchase Behaviors and the Advertising Mix
 
LSA19: Creating a Purpose Driven Culture
LSA19: Creating a Purpose Driven CultureLSA19: Creating a Purpose Driven Culture
LSA19: Creating a Purpose Driven Culture
 
LSA19: The Science Behind Increasing Customer Retention
LSA19: The Science Behind Increasing Customer RetentionLSA19: The Science Behind Increasing Customer Retention
LSA19: The Science Behind Increasing Customer Retention
 
LSA19: The Role of Organic Content in the Consumer Buying Journey
LSA19: The Role of Organic Content in the Consumer Buying JourneyLSA19: The Role of Organic Content in the Consumer Buying Journey
LSA19: The Role of Organic Content in the Consumer Buying Journey
 

Recently uploaded

Being a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing SummitBeing a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing SummitPieter Brinkman
 
DM digital marketing service: grow your business & revenue
DM digital marketing service: grow your business & revenueDM digital marketing service: grow your business & revenue
DM digital marketing service: grow your business & revenuedeepushah1687
 
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond Google
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond GoogleBrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond Google
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond GoogleSimilarweb
 
Top 10 Recommended Fragrances for Father's Day
Top 10 Recommended Fragrances for Father's DayTop 10 Recommended Fragrances for Father's Day
Top 10 Recommended Fragrances for Father's Daydisenylurial
 
Admya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing CompanyAdmya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing CompanyAdmya Infotech Pvt. Ltd.
 
The BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdfThe BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdfhannahcrump4
 
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...Spesialis Kandungan Resmi BPOM
 
5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptxdeepushah1687
 
Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?NapierPR
 
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdfTea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdfDIGGIT
 
How to Scale Your Digital Marketing Services in 2024
How to Scale Your Digital Marketing Services in 2024How to Scale Your Digital Marketing Services in 2024
How to Scale Your Digital Marketing Services in 2024Jomer Gregorio
 
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...DIGGIT
 
NexGen Alignment: ABM’s Role in Uniting Marketing and Sales
NexGen Alignment: ABM’s Role in Uniting Marketing and SalesNexGen Alignment: ABM’s Role in Uniting Marketing and Sales
NexGen Alignment: ABM’s Role in Uniting Marketing and SalesDemandbase
 
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfEastern Online-iSURVEY
 
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdf
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdfThe Future Normal - DIGGIT - Henry Coutinho-Mason.pdf
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdfDIGGIT
 
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptx
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptxThe Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptx
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptxelizabethella096
 
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARUATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARUsayangkamuu240203
 
Why Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdfWhy Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdfInfyQ Seo Experts
 
Top tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdfTop tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdfJuan Pineda
 

Recently uploaded (20)

Being a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing SummitBeing a PMM with a multi-product portfolio - Product Marketing Summit
Being a PMM with a multi-product portfolio - Product Marketing Summit
 
DM digital marketing service: grow your business & revenue
DM digital marketing service: grow your business & revenueDM digital marketing service: grow your business & revenue
DM digital marketing service: grow your business & revenue
 
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond Google
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond GoogleBrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond Google
BrightonSEO - Search Engine Omnipresence_ Why SEOs need to look beyond Google
 
Top 10 Recommended Fragrances for Father's Day
Top 10 Recommended Fragrances for Father's DayTop 10 Recommended Fragrances for Father's Day
Top 10 Recommended Fragrances for Father's Day
 
buy best digital marketing course in india
buy best digital marketing course in indiabuy best digital marketing course in india
buy best digital marketing course in india
 
Admya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing CompanyAdmya Infotech is the Best Digital Marketing Company
Admya Infotech is the Best Digital Marketing Company
 
The BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdfThe BoF Brand Magic Index Volume Two — Preview.pdf
The BoF Brand Magic Index Volume Two — Preview.pdf
 
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...
Klinik Jual Obat Aborsi Di Bandung wa 0851/7541/5434 Misoprostol 200mcg Pfize...
 
5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx5 Benefits Of Using Digital Marketing.pptx
5 Benefits Of Using Digital Marketing.pptx
 
Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?Webinar: What the Hell is Legitimate Interest?
Webinar: What the Hell is Legitimate Interest?
 
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdfTea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
Tea Gobec, Kako pluti po morju tehnoloških sprememb, Innovatif.pdf
 
How to Scale Your Digital Marketing Services in 2024
How to Scale Your Digital Marketing Services in 2024How to Scale Your Digital Marketing Services in 2024
How to Scale Your Digital Marketing Services in 2024
 
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
Klaus Schweighofer, Zakaj je digitalizacija odlična priložnost za medije, Sty...
 
NexGen Alignment: ABM’s Role in Uniting Marketing and Sales
NexGen Alignment: ABM’s Role in Uniting Marketing and SalesNexGen Alignment: ABM’s Role in Uniting Marketing and Sales
NexGen Alignment: ABM’s Role in Uniting Marketing and Sales
 
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdfSnapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
Snapshot of Consumer Behaviors of April 2024-EOLiSurvey (EN).pdf
 
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdf
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdfThe Future Normal - DIGGIT - Henry Coutinho-Mason.pdf
The Future Normal - DIGGIT - Henry Coutinho-Mason.pdf
 
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptx
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptxThe Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptx
The Indian Ocean Tsunami of 2004 Remembering a Catastrophe.pptx
 
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARUATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
ATRIUM GAMING : SLOT GACOR MUDAH MENANG TERBARU
 
Why Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdfWhy Digital Marketing Important for our Business.pdf
Why Digital Marketing Important for our Business.pdf
 
Top tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdfTop tips for effective SEO copywriting.pdf
Top tips for effective SEO copywriting.pdf
 

LSA Bootcamp Portland: Taking Control of Your Online Reputation

  • 1. Taking Control of Your Online Reputation
  • 2. Taking Control of Your Online Reputation Consumer reviews can have a significant impact on your bottom line. Learn best practices to deal with difficult customers and negative reviews. Learn effective methods to get reviews in ways that don’t break the rules.
  • 3. Who reads reviews? Lots of people (they also just talk to each other)
  • 4. Who reads reviews? Plenty of surveys show significant influence of reviews Insert Boring Survey Chart Here
  • 5. What to do about reviews?
  • 6. What to do about reviews? Provide great service
  • 7. Getting more reviews Search Rankings: More reviews is better than great reviews
  • 9. Getting more reviews  Window clings from Yelp, Foursquare, TripAdvisor  “Feel free to share your experience on Yelp”  “How did you find out about us? …” Use the power of suggestion
  • 10. Getting more reviews  Directly ask for reviews  Provide incentives for reviews  Pay people to leave reviews  Create a bunch of accounts and write your own Advanced techniques
  • 11. Getting more reviews  Yelp: Don’t even ask  Google: OK to ask, don’t incentivize  FTC: What Google said By the book
  • 12. Getting more reviews  Create check-in specials on Foursquare, Yelp, and Facebook  Attracts people likely to leave 4SQ Tips, Reviews  4SQ: Create your own Tips Alternative: Check-ins, Tips
  • 13. Dealing with bad reviews Take a deep breath. Count to ten.
  • 14. Dealing with bad reviews Don’t obsess over less-than-perfect reviews
  • 15. Dealing with bad reviews Report abusive reviews  Threatening, bigoted (Yelp allows salty language)  Look at user’s other reviews for signs of fakeness  Don’t expect this to work
  • 16. Dealing with bad reviews Respond  Acknowledge / apologize  Clarify / resolve  Take it offline
  • 17. Free market research MR is valuable MR is expensive Reviews are free MR Take advantage of it
  • 18. Other things to consider Responding to good reviews Industry-specific review sites Service-area businesses (Thumbtack)

Editor's Notes

  1. Plenty of research showing that reviews influence consumers in general. Reviews are really just a more formal version of “word of mouth”.
  2. Plenty of research showing that reviews influence consumers in general. Reviews are really just a more formal version of “word of mouth”.
  3. Provide great service – whole other subject Learn what leads to success / stumbles Customer needs analysis Set expectations
  4. Provide great service – whole other subject Learn what leads to success / stumbles Customer needs analysis Set expectations
  5. Window clings: claim and order from site, or DIY
  6. More aggressive = more risk Incentivized reviews don’t look natural Flood of reviews is suspicious and may get filtered
  7. More aggressive = more risk Incentivized reviews don’t look natural Flood of reviews is suspicious and may get filtered
  8. We pour our hearts into our business, so it’s understandable that bad reviews can hurt.
  9. People generally consider aggregate score More trust in middle range reviews You look real
  10. Can result in a user updating their review At least shows you care You don’t want back in forth in public Sometimes a bad review says more about the reviewer than the business – readers can pick up on this
  11. Why do they like you What don’t they like What more are they looking for What’s causing confusion?