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005 may 2014 responding to reviews


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005 may 2014 responding to reviews

  1. 1. While we wait for the webinar to begin… If you cannot hear me speaking… • Type me a message in the chat window (lower right hand portion of the screen) • If you are using your phone, be sure you enter the audio code
  2. 2. Upcoming Veterinary Webinars: They’re FREE! Sign up at Simple, Powerful Additions to Rev Up Your Facebook May 21, 2014 – 11:00-11:30am CST Join us for a free, 30 minute webinar for Advanced Facebook users where you’ll learn how to rev up your Facebook page to work harder for your business using a free tool. There is so much more that you can do with your Facebook page. These additions to Facebook can be simple or you can get fancy. The important thing is that you can speed ahead of your competition since most users don’t even realize these options exist.
  3. 3. BeeFree Cloud-Based Software Beyond Indigo is excited to announce the launch of BeeFree, a new division of Beyond Indigo that offers cloud-based software for veterinary professionals. This system has been used in Australia for the past seven years. All information is available in real time Can be used on any Internet-connected device. Attend an upcoming free webinar for more information
  4. 4. Check Out Beyond Indigo Past Webinars Website Essentials
  5. 5. Responding to Reviews Ann Pearson ORM Specialist 877-244-9322 ext 322
  6. 6. Objectives Discuss: Why and How to Respond to Reviews How to Create a Super Customer How Beyond Indigo can help
  7. 7. Why should you respond to reviews?
  8. 8. Why should you respond to reviews?  Negative Reviews  Costs less to keep an existing client than to attract a new client  Up-sales are the best source of growth  Ripple effect  Responding: The power of “I’m Sorry”  Keep public replies short and do the real work of mending bridges offline
  9. 9. Why should you respond to reviews?  Positive Reviews  Building relationship  Showing prospective clients your personality and connection with families  Always do these publicly  Thank you note
  10. 10. How to Create a Super Customer
  11. 11. What is a Super Customer?  Super Customers  Have left a positive review on multiple sites  Often respond to others who have posted on social media or review sites  Promote your business on and off-line
  12. 12. How can I create a Super Customer?
  13. 13. Punch #1 – Monitor your review websites.
  14. 14. Which review sites should I monitor?  is King
  15. 15.  and Which review sites should I monitor?
  16. 16. Which review sites should I monitor?
  17. 17. Which review sites should I monitor? The Short Answer… All of them. Why? Customers can post on any site Prospective clients search on all sites
  18. 18. Which review sites do I need to monitor?  We recommend monitoring: Google+ Local Yahoo Local Yelp Angie’s List City Search Foursquare Insider Pages Judy’s Book  Merchant Circle  Super Pages  Wellness
  19. 19. Punch #2 – Respond to positive reviews.
  20. 20. Respond to Positive Reviews Within 1week of a positive review being posted, log in to your business account and post a public response. Make it personal Show connection
  21. 21. Respond to Positive Reviews Avoid rewards Respect privacy Keep it positive
  22. 22. How Beyond Indigo Can Help
  23. 23. How can Beyond Indigo help? Claiming, updating, tracking, and responding to reviews can be very time consuming. Beyond Indigo offers several types of supportive programs ORM Programs Review Monitoring Contact us for more information!
  24. 24. Recap Why you should respond to both positive and negative reviews Which reviews sites to monitor How to create a Super Customer Gave guidelines on responding to positive reviews
  25. 25. THANK YOU for attending! Ann Pearson ORM Specialist 877-244-9322 ext 322