How To Monitor Your Online Reputation


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This presentation was made at PodCamp 4 Western Mass #pcwm and offers small businesses tips on how to recognize, control and monitor their reputation online. Discussion included review websites, handling bad reviews and using monitoring tools.

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How To Monitor Your Online Reputation

  1. 1. Monitoring Your Online Reputation Liz Provo, Mass Marketing Resources Copyright 2012
  2. 2. About Liz Provo <ul><li>• 25 + years in sales & marketing </li></ul><ul><li>• 2002-brought alternative real estate service to Western Mass </li></ul><ul><li>• 2008 – reached out to small businesses struggling with tech/social media phobis </li></ul><ul><li>• experienced publisher, speaker, DIY educator </li></ul><ul><li>• social media junkie </li></ul>
  3. 3. The Fact <ul><li>People can be talking about you or your business REGARDLESS of whether you have a website or know what the Internet is. </li></ul>
  4. 4. 1 star or 5 star? <ul><li>How does your reputation stack up? </li></ul>
  5. 5. Review Websites <ul><li>Yelp </li></ul><ul><li>Google Places </li></ul><ul><li>Manta </li></ul><ul><li>Angies List </li></ul><ul><li>Merchant Circle </li></ul><ul><li>TripAdvisor </li></ul><ul><li>Site Jabber </li></ul><ul><li>Yahoo Local </li></ul><ul><li>Rate It </li></ul><ul><li>City Data </li></ul><ul><li>Service Magic </li></ul><ul><li>Amazon </li></ul><ul><li>eBay </li></ul><ul><li>RateMyTeacher </li></ul>
  6. 6. Complaint Websites <ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li>* </li></ul><ul><li> (MD,JD)* </li></ul><ul><li> </li></ul><ul><li>* Many review sites target certain professions. </li></ul>
  7. 7. Social Media <ul><li>LinkedIn </li></ul><ul><li>Facebook </li></ul><ul><li>Twitter </li></ul><ul><li>YouTube </li></ul><ul><li>FourSquare </li></ul><ul><li>Gowalla </li></ul><ul><li>. . . Posts, tips, reviews are all on social media sites </li></ul>
  8. 8. Other Places <ul><li>Blog Comments </li></ul><ul><li>Forums (Masslive, Craigslist, City Data) </li></ul><ul><li>Anywhere people feel ripped off. </li></ul>
  9. 9. How To Monitor <ul><li>Google your name </li></ul><ul><li>Google your company </li></ul><ul><li>Google company + reviews </li></ul><ul><li>Google company + complaints </li></ul><ul><li>I do this for every new client </li></ul>
  10. 11. Complainers <ul><li>Legitimate </li></ul><ul><li>Ranters </li></ul><ul><li>Crackpots </li></ul><ul><li>They come in all sizes, shapes and attitudes </li></ul>
  11. 12. Anonymity <ul><li>Online reviews are mostly made anonymously </li></ul><ul><li>Brings out negativity </li></ul><ul><li>Watch for competitors </li></ul><ul><li>This part stinks. </li></ul>
  12. 13. What Review Websites Want <ul><li>In the business to promote reviews </li></ul><ul><li>Negative reviews give them good press </li></ul><ul><li>Their answer? </li></ul><ul><li>Get more positive reviews </li></ul>
  13. 14. How To Respond <ul><li>Don’t panic </li></ul><ul><li>Is this legitimate? </li></ul><ul><li>Don’t respond in anger </li></ul><ul><li>Let crackpots go unanswered </li></ul><ul><li>File a response? </li></ul><ul><li>Pick your battles </li></ul>
  14. 15. How To Monitor <ul><li>Set up Google Alerts for your name, business, keywords and competitors </li></ul><ul><li>You can do this in digest form to make it easier </li></ul>
  15. 16. How To Monitor <ul><li>Complete all directory listings where your business comes up on page 1 – 3 of Google </li></ul><ul><li>Be pro-active. Control your professional presence online. </li></ul>
  16. 17. Monitoring Facebook <ul><li>Watch your personal vs. business page </li></ul><ul><li>Change privacy settings </li></ul><ul><li>Un-tag yourself anywhere that might be damaging </li></ul><ul><li>Watch what you say </li></ul><ul><li>Get engaged, be polite, keep it professional most of the time. </li></ul>
  17. 18. Ask <ul><li>• Ask your customers for reviews. </li></ul><ul><li>• Make it EASY for them </li></ul><ul><li>• Lead them to the site </li></ul><ul><li>• Offer reviews yourself and share the LOVE! </li></ul>
  18. 19. Monitoring Tools <ul><li>Google Alerts </li></ul><ul><li>Social Mention </li></ul><ul><li>Hootsuite </li></ul><ul><li>Twitter Search </li></ul><ul><li>Trackr </li></ul><ul><li>Twilert (google for twitter) </li></ul><ul><li>Wildfire </li></ul><ul><li>Some are free, some not.. </li></ul>
  19. 20. Social Media <ul><li>Social Media Can HELP </li></ul><ul><li>Great SEO juice </li></ul><ul><li>Stay active, engaged </li></ul><ul><li>Get help if you need it! </li></ul>
  20. 21. Contact Liz Provo <ul><li> </li></ul>
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