Online Reputation Management Basics for Small Business

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Online reputation management is the act of claiming, monitoring and shaping your company's brand online. By actively managing your online reputation, you'll be able to share the good things people are saying about you, while minimizing the damage of negative or harmful reviews.

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Online Reputation Management Basics for Small Business

  1. 1. LocalVox makes local online marketingSimple, Effective & Affordable LocalVox offers a suite of online marketing tools that help local businesses find and convert customers using SEO, email, mobile, and social media. BROADCAST SEARCHCAST MOBILECAST Request A Free Demo Social + Local + Mobile Marketing Solutions
  2. 2. Your reputation can make – or break – your business. Social + Local + Mobile Marketing Solutions
  3. 3. “It takes 20 years to build areputation and five minutesto ruin it. If you think aboutthat, youll do thingsdifferently.” - Warren Buffet Social + Local + Mobile Marketing Solutions
  4. 4. Social + Local + Mobile Marketing Solutions
  5. 5. Social + Local + Mobile Marketing Solutions
  6. 6. The internet has amplifiedword of mouth marketing. Social + Local + Mobile Marketing Solutions
  7. 7. Online ReputationManagement helpsyou promote thegood… Social + Local + Mobile Marketing Solutions
  8. 8. …and mitigate the bad. Social + Local + Mobile Marketing Solutions
  9. 9. Why is Online ReputationManagement so important? Social + Local + Mobile Marketing Solutions
  10. 10. 76% of consumersare using onlinereviews todetermine whichlocal businessesto use Social + Local + Mobile Marketing Solutions
  11. 11. Restaurants with 3.5 starson Yelp are 63% more likelyto be full than those withjust 3 stars Social + Local + Mobile Marketing Solutions
  12. 12. 72% of consumers trustonline reviews as much aspersonal recommendations Social + Local + Mobile Marketing Solutions
  13. 13. 52% of consumersare more likely touse a business ifthey have positivereviews Social + Local + Mobile Marketing Solutions
  14. 14. Five Step Process1. Research2. Claim3. Monitor4. Collect5. Share Social + Local + Mobile Marketing Solutions
  15. 15. Five Step Process1. Research2. Claim3. Monitor4. Collect5. Share Social + Local + Mobile Marketing Solutions
  16. 16. Five Step Process1. Research2. Claim3. Monitor4. Collect5. Share Social + Local + Mobile Marketing Solutions
  17. 17. Five Step Process1. Research2. Claim3. Monitor4. Collect5. Share Social + Local + Mobile Marketing Solutions
  18. 18. Five Step Process1. Research2. Claim3. Monitor4. Collect5. Share Social + Local + Mobile Marketing Solutions
  19. 19. Research Social + Local + Mobile Marketing Solutions
  20. 20. Type your name + reviewsinto a Google search Social + Local + Mobile Marketing Solutions
  21. 21. Social + Local + Mobile Marketing Solutions
  22. 22. A great example… Social + Local + Mobile Marketing Solutions
  23. 23. A not-so-great example… Social + Local + Mobile Marketing Solutions
  24. 24. Search SocialMention Social + Local + Mobile Marketing Solutions
  25. 25. Run a LocalVox Report Click Here To Run Your Free Report Social + Local + Mobile Marketing Solutions
  26. 26. Social + Local + Mobile Marketing Solutions
  27. 27. Knowing where you standdetermines how much workyou have ahead of you. Social + Local + Mobile Marketing Solutions
  28. 28. Claim Social + Local + Mobile Marketing Solutions
  29. 29. Own your name online toprotect it from hatersand competitors Social + Local + Mobile Marketing Solutions
  30. 30. Your WebsiteSocial ProfilesDirectory Listings Social + Local + Mobile Marketing Solutions
  31. 31. Claim all your directories atonce with SearchCast We do all the work for you and make updating your info easy as apple pie. Social + Local + Mobile Marketing Solutions
  32. 32. Monitor Social + Local + Mobile Marketing Solutions
  33. 33. React to both positive andnegative mentions in realtime to mitigate risks Social + Local + Mobile Marketing Solutions
  34. 34. Set up Google Alerts onyour business name Social + Local + Mobile Marketing Solutions
  35. 35. Use Social Inbox to monitorsocial media + reviews Social + Local + Mobile Marketing Solutions
  36. 36. Respond to:50-60% of positive reviews100% of negative reviews Social + Local + Mobile Marketing Solutions
  37. 37. How to respond tonegative reviews Social + Local + Mobile Marketing Solutions
  38. 38. Recognize and addresstheir pain point Social + Local + Mobile Marketing Solutions
  39. 39. Keep the response shortand polite Social + Local + Mobile Marketing Solutions
  40. 40. Take the conversation offline(preferably by phone) Social + Local + Mobile Marketing Solutions
  41. 41. An Example Social + Local + Mobile Marketing Solutions
  42. 42. Collect Social + Local + Mobile Marketing Solutions
  43. 43. Create a process to turnpositive experiences intoonline reviews Social + Local + Mobile Marketing Solutions
  44. 44. Train your staff to lookfor opportunities andtake action Social + Local + Mobile Marketing Solutions
  45. 45. Identify assets that need themost help Social + Local + Mobile Marketing Solutions
  46. 46. A note about review spam… Social + Local + Mobile Marketing Solutions
  47. 47. In-store opportunitiesVideosSocial MediaCollateralEmail Collection Social + Local + Mobile Marketing Solutions
  48. 48. In-store opportunitiesVideosSocial MediaCollateralEmail Collection Social + Local + Mobile Marketing Solutions
  49. 49. In-store opportunitiesVideosSocial MediaCollateralEmail Collection Social + Local + Mobile Marketing Solutions
  50. 50. In-store opportunitiesVideosSocial MediaCollateralEmail Collection Social + Local + Mobile Marketing Solutions
  51. 51. Out of store opportunitiesDirectoriesEmail/WrittenSocial Media Social + Local + Mobile Marketing Solutions
  52. 52. Set goals each month100 customers per day5 reviews per week50x5=250 reviews per year. Social + Local + Mobile Marketing Solutions
  53. 53. Share Social + Local + Mobile Marketing Solutions
  54. 54. Let the world know aboutyour great reviews Social + Local + Mobile Marketing Solutions
  55. 55. Add links to yourtestimonials page Social + Local + Mobile Marketing Solutions
  56. 56. Share your reviews onsocial media Social + Local + Mobile Marketing Solutions
  57. 57. Publish videos to YouTube Social + Local + Mobile Marketing Solutions
  58. 58. Build a Twitter testimonialspage on your website Social + Local + Mobile Marketing Solutions
  59. 59. Remember:There is no substitute forexceptional service. Social + Local + Mobile Marketing Solutions
  60. 60. But wait! Social + Local + Mobile Marketing Solutions
  61. 61. Leave us a reviewLocalvox.com/go/yelp Social + Local + Mobile Marketing Solutions
  62. 62. Show us some social love:Twitter.com/localvoxFacebook.com/localvox Social + Local + Mobile Marketing Solutions
  63. 63. Sign up for blog updatesLocalvox.com/blog Social + Local + Mobile Marketing Solutions
  64. 64. Questions? Social + Local + Mobile Marketing Solutions

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