Monitoring, Response and
how to handle Reviews
Presented by Tony Wright
CEO/Founder
WrightIMC
The thing about monitoring…
• There are literally hundreds of tools – from
free to very expensive
• Beware of relying on a...
Creating a formula for online
reputation
• Items to consider
– Reach of the venue
– Influence of the poster
– Tone of the ...
When to respond
• This really depends on your brand and
resources
• Reaction to every mention requires
continued reaction ...
Review Management
• No matter what stat you read, know
this…unhappy customers are more likely to
complain online
• The goa...
Review Management –
Social Media Policy
• Do you have a Social Media Policy? Do
you have more than 10 employees?
– Are you...
Review Management –
Educating Employees
• Every employee, contractor and vendor
can have an affect on your reviews
– The j...
Review Management –
Content Marketing
• Creating content that positions your
company as a thought leader can solicit
posit...
Thank You!
Tony Wright
CEO/Founder
WrightIMC
Tony.wright@wrightimc.com
972-215-7167
@tonynwright
Upcoming SlideShare
Loading in …5
×

Tonywright pubconaustin2014-reviewsmanagement

422 views
353 views

Published on

Reputation Management including reviews management and monitoring

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
422
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Tonywright pubconaustin2014-reviewsmanagement

  1. 1. Monitoring, Response and how to handle Reviews Presented by Tony Wright CEO/Founder WrightIMC
  2. 2. The thing about monitoring… • There are literally hundreds of tools – from free to very expensive • Beware of relying on any data gleaned from “automated sentiment” • No tool is perfect. You catch the “90%” that counts • Monitoring the SERPs can be done through ranking tools
  3. 3. Creating a formula for online reputation • Items to consider – Reach of the venue – Influence of the poster – Tone of the content – Follow-up on the post (watch for on-topic vs. off topic) – Viral effects
  4. 4. When to respond • This really depends on your brand and resources • Reaction to every mention requires continued reaction to every message… – If you start and then stop, you can damage your brand – Set proper expectations for your followers – and be prepared to do customer service via social media channels
  5. 5. Review Management • No matter what stat you read, know this…unhappy customers are more likely to complain online • The goal of review management is to get the happy customers to talk – Review Portals – Staff Incentives – Staff Education – Beware of TOS • What are you doing to make your customers actual Fans?
  6. 6. Review Management – Social Media Policy • Do you have a Social Media Policy? Do you have more than 10 employees? – Are you in a regulated field that requires compliance? • Do your employees know your social media policy? • How do you enforce violations of your policy?
  7. 7. Review Management – Educating Employees • Every employee, contractor and vendor can have an affect on your reviews – The janitor can illicit a negative review as easily as the CEO • Management needs to make employee education on social media a priority • Good customer service won’t keep negative reviews from happening, but it does help stem the flow
  8. 8. Review Management – Content Marketing • Creating content that positions your company as a thought leader can solicit positive reviews. • Videos, articles, advice from experts all contribute to the overall brand image, as well the reviews • Content marketing also helps your SEO
  9. 9. Thank You! Tony Wright CEO/Founder WrightIMC Tony.wright@wrightimc.com 972-215-7167 @tonynwright

×