Online Reputation Management Basics for Small Business

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Your reputation can make – or break –

your business.


“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


The internet has amplified word of mouth marketing.


Online Reputation Management helps you promote the good…


…and mitigate the bad.


Why is Online Reputation Management so important?


76% of consumers are using online reviews to determine which local businesses to use


Restaurants with 3.5 stars on Yelp are 63% more likely to be full than those with just 3 stars


72% of consumers trust online reviews as much as personal recommendations


52% of consumers are more likely to use a business if they have positive reviews


Five Step Process 1. Research 2. Claim 3. Monitor 4. Collect 5. Share


Research


Type your name + reviews into a Google search


A great example…


A not-so-great example…


Search SocialMention


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Knowing where you stand determines how much work you have ahead of you.


Claim


Own your name online to protect it from haters and competitors


Your Website Social Profiles Directory Listings


Claim all your directories at once with SearchCast

We do all the work for you and make updating your info easy as apple pie.


Monitor


React to both positive and negative mentions in real time to mitigate risks


Set up Google Alerts on your business name


Use Social Inbox to monitor social media + reviews


Respond to: 50-60% of positive reviews 100% of negative reviews


How to respond to negative reviews


Recognize and address their pain point


Keep the response short and polite


Take the conversation offline (preferably by phone)


An Example


Collect


Create a process to turn positive experiences into online reviews


Train your staff to look for opportunities and take action


Identify assets that need the most help


A note about review spam…


In-store opportunities

Videos Social Media Collateral Email Collection


Out of store opportunities

Directories Email/Written Social Media


Set goals each month

100 customers per day 5 reviews per week 50x5=250 reviews per year.


Share


Let the world know about your great reviews


Add links to your testimonials page


Share your reviews on social media


Publish videos to YouTube


Build a Twitter testimonials page on your website


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Online Reputation Management Basics for Small Business

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