Online Reputation Management: What your customers are saying about you


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Online Reputation Management: What your customers are saying about you

  1. 1. Online Reputation Management What Your Customers Are Saying About You Jeanne Pelletier, COO 877-244-9322 ext 222 June 24, 2014
  2. 2. For links to everything we will cover tonight:
  3. 3. Why do you need current reviews?
  4. 4. Why do you need current reviews?  Upwards of 85% of consumers search with online reviews for goods and services Consumers trust online reviews second to only friends and family Most people read 2-6 reviews Google Reviews improve SEO position
  5. 5. Claiming and Updating Review Websites
  6. 6. Claiming and Updating Review Websites Each review website has its own process Look for a business owner link Gather information Add good quality photos Verification steps Log ins and Passwords
  7. 7. Which sites should I claim? Claim and update all of your free online review sites Google+ Local Yelp (Yahoo Local) Angie’s List City Search Foursquare Insider Pages Judy’s Book  Merchant Circle  Super Pages  Wellness
  8. 8. Which Review Sites do I Need to Monitor?
  9. 9. Which review sites do I need to monitor? All of them! Why? Customers can post on any site Prospective clients search on all sites Negative reviews need a fast response
  10. 10. Which review sites do I need to monitor? We recommend monitoring: Google+ Local Yelp (Yahoo Local) Angie’s List City Search Foursquare Insider Pages Judy’s Book  Merchant Circle  Super Pages  Wellness
  11. 11. Which review sites do I need to monitor? How do I track them? Designate one employee Google Alerts Automated Review Monitoring System
  12. 12. Responding to Reviews
  13. 13. Respond to Positive Reviews Make a public response within 1 week Make it personal when possible Show connection while respecting privacy Keep it short and simple Show your clients you are paying attention to what they think Remember, your prospective clients are taking note!
  14. 14. Respond to Negative Reviews Respond in 1-3 days. Call the reviewer if you know who it is. Show that you are listening to the reviewer’s concerns. Keep public replies short and mend bridges offline. Make your points with subtlety You are talking to the public, not the reviewer. NEVER ask a reviewer to change or take down a negative review.
  15. 15. How to ask clients for reviews
  16. 16. Best Practices Generate new reviews Ask top clients to write reviews Ask in person when possible Provide a reminder or instruction card Target sites where need stronger presence Consider an email campaign If you offer an incentive, make it small and indirect.
  17. 17. How Should I Ask Clients for Reviews? Approach your clients in a straightforward manner and ask for help. Goal is to generate more reviews Ask 10-20 clients per week Receptionists – Flag appointments with positive clients Email campaigns Avoid surveys Let’s look at a scenario example…
  18. 18. Asking For Reviews Scenarios Three Steps Look for a lead in question to ask Make your request simply and honestly Have a plan of escape
  19. 19. Asking For Reviews Scenarios Trixie Woo is looking great and I think the plan we made will have her allergies under control nicely! Is there anything else with which I can help you today?
  20. 20. Asking For Reviews Scenarios No, I think we are all set!
  21. 21. Asking For Reviews Scenarios Great! Then I’d like to ask for your help. Our hospital has been working to make sure we are offering the best possible care for pets. Do you spend time online?
  22. 22. Asking For Reviews Scenarios Yes, I’m on Facebook all the time! Great, I’d like to ask you to write an online review for us. Reviews help us to reach other pet owners to let them know about our services. All we ask from you is your honest opinion of our your experiences with us. Here are some instructions on how to get to our website’s review page.
  23. 23. Asking For Reviews Scenarios No, I just don’t feel comfortable on a computer. I can certainly understand that! I don’t have much time to be on the computer either! If you do find you are online in the future, please consider leaving us a review.
  24. 24. Asking For Reviews Scenarios No matter which way the conversation goes… I really appreciate you doing this for us. Please be sure you let us know if there is anything we can do better – we want to make sure we are constantly improving and meeting needs.
  25. 25. For more information about how Beyond Indigo can help your practice: Contact Melissa Neff