lsa bootcamp portland: taking control of your online reputation
TRANSCRIPT
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 overless-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 valuableMR is expensive
Reviews are free MRTake advantage of it
Other things to consider
Responding to good reviews
Industry-specific review sites
Service-area businesses (Thumbtack)