Ratings and reviews can make or break your local business's online reputation. Luckily, creating a positive reputation online for your local business is within your control -- all you need are a few simple guidelines and formulas. This SlideShare will provide you with all the information you need to ensure your business's online reputation is one that brings new customers through your doors on the three major networks: Facebook, Google and Yelp. This deck covers: -- How to encourage positive reviews (without breaking "rules") -- A tried-and-true method for turning negative reviews into positive ones -- New uses for your reviews: advertising, search and more Start using your business's online ratings and reviews as a way to bring in new customers.

1. Facebook, Google and Yelp
Build a reputation for your local
business with online reviews

2. #LocalVoxWebinar
• The importance of ratings + reviews
• Top review sites
• How to respond to reviews
• Tips to generate more positive
reviews
• Leverage customer reviews to boost
sales
• Additional resources
• Q&A
What We’ll Cover Today

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The Importance of Ratings + Reviews

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88%
of people trust
online reviews as
much as personal
recommendations
44%
of customers make
their purchase
decision after
reading reviews
10
the number of
reviews people
read before
purchasing
Reviews Impact Your Business
Digital word of mouth

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How Online Reviews Help
• Free customer feedback
• Reach new customers
when intent is high
• Boost your SEO
• 75% of reviews are positive

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Manage Your Reputation
of negative
reviews turn
positive when you
respond to them
33%
of unhappy
customers return
if you resolve the
problem quickly
95%
A few negative
reviews won’t ruin
your reputation

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Top
Review Sites

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Audit Current Review Sites
• 60%+ of local directories have
incorrect information
• Local businesses with bad
directories won’t rank in
search engines
• 92% of customers expect
accurate information on
directories
localvox.com/free-seo-report/

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Facebook
• 30MM small businesses have Facebook Pages
• 1.39 billion active monthly users
• Manage reviews through your Facebook Page
• Review tools, like LocalVox Social, can send you
text message notifications

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Google
• There are 7.6 billion local searches
every month
• Easily manage reviews, Google+ and
business listing through Google My
Business
• Reviews appear alongside your
business’s information
• Can incorporate into AdWords
campaigns

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Yelp
• 4 out of 5 Yelp users visit the site
when they plan to spend money
• 98% of Yelp users made a purchase
at a business they found on the site
• 55% of Yelp users take action with a
local business frequently/every time
they visit the site
• Easily managed in Yelp for Business

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How to
Respond to Reviews

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Review Response Formula

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• Respond in a timely manner
• Say “thank you” to a
customer who went out of
their way
• Show your appreciation
Positive Reviews

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Negative Reviews
• Make sure negative reviews
are surrounded by positive
ones
• Respond quickly and kindly
• Harris poll shows that
customers actually trust
businesses more when they
see a few bad apples

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1. Minimize Damage
• Address the problem directly
• Identify any issues and
apologize
• Add a human element to your
response

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2. Take it Offline
• Avoid back and forth public
arguments
• Include an email or direct
phone number to establish
credibility and effort
• Even if the reviewer is in the
wrong, don’t accuse them of
anything on the review site

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3. Resolve the Problem
• Help customers reach a
positive outcome
• Good for both your business
and the customer
• Track complaints so you can
see a pattern of issues that
can be fixed for the future

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Tips to Generate
Positive Reviews

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Ask Family + Friends

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“Have we done business together? Please review us!”
Add to Your Email Signature

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• Include a “Find Us On Yelp” Sticker in
your location
• Share where people can find your
review profiles (receipts, store
windows, banners, website, etc)
• Ask after you’ve had a successful
sale
Ask In-Person

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Encourage Multiple Reviews

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Ask on Phone Calls

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Create a Review Cheat Sheet

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Email Customers Post-Sale

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Leverage Customer
Reviews to Boost Sales

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Influence Customer Journey

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Boost Your Credibility

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Use Google AdWords

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Incorporate into Conversations

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Increase Your Page Rank

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Email Nurture Campaigns

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Display Social Proof
Showcase your positive reviews to convert prospective
customers to paying customers

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Additional Resources
Additional Resources

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Start Getting More Online
Reviews
localvox.com/blog/get-more-online-reviews/
New Blog Article Get a Free
Marketing Consultation
CONTACT US
(844) 654-6169 or
gethelp@localvox.com
Need More Help?

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Visit localvox.com/solutions/social-inbox for a free demo!
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