Evaluating Your Online Presence: People are talking about your business- get involved in the conversation.

2. HOW TO INCREASE YOUR
ONLINE PRESENCE WITH

3. Managing Your Presence on Google My Business
MANAGE YOUR REPUTATION ON THE WORLD’S MOST POPULAR SEARCH ENGINE

4. Google My Business
Google My Business can be used by any and all businesses —
from local stores and restaurants to doctors and pharmacies. It
is currently the number one search engine worldwide.
Google My Business helps to connect all businesses directly
with customers. Allowing customers to find your business on
Search, Maps, and Google+
Google My Business allows you to provide directions, hours of
operation, contact information, and more.

5. Google My Business
Searching Local
• Google’s gone local: 59% of consumers use Google
every month to find a reputable, local business
• Mobile leads to local: 50% of all mobile searches are
conducted in hopes of finding local results
• Local searches lead to purchases: 61% of local
searches result in a purchase
• Local searches lead to sales: 18% of local searches lead
to sales, compared to 7% for non-local searches
Sources: Search Engine Watch and Google

6. Google My Business - Search

7. Narrow
Search
Listing Overview with Reviews,
Offers, and Amenities
provided.
Google My Business
Area Map with
option to view
full map

9. Google My Business
You can share and
manage your reviews.
Reviews from your
customers can provide
valuable feedback for
your business.
Replying to reviews
helps build trust with
customers.
Add interior
images of your
business.
You can add a
series of identity
images. Include
your logo, a cover
image and a
profile image like
the one shown
here.
Include your
address, hours,
phone number
and links to
other resources
(menu).
Your own
“From the
Business”
description.

10. Uploading and Managing Content
Go to: https://www.google.com/business/
Click “Sign In”
Sign in using
your Gmail
Account

11. Uploading and Managing Content
Click the drop down
box in the top left
of your screen and
choose “Pages”
Click “Manage
this page”

12. Uploading and Managing Content
Click edit to
manage business
info content.

13. Uploading and Managing Content
BUSINESS INFO
Click the gray pencil
to edit different
sections of the
Business Info.
Click “done editing” to finish
and save any changes made to
this section.

14. Uploading and Managing Content
BUSINESS PHOTOS
Click “Manage photos to
add/delete images of your
business.

15. Uploading and Managing Content
BUSINESS PHOTOS

16. Uploading and Managing Content
BUSINESS PHOTOS
Add Identity Photos

17. Uploading and Managing Content
BUSINESS PHOTOS
Add Interior photos

18. Uploading and Managing Content
BUSINESS PHOTOS
Add Exterior photos

19. Uploading and Managing Content
BUSINESS PHOTOS
Add photos at work

20. Uploading and Managing Content
BUSINESS PHOTOS
Add team photos

21. Uploading and Managing Content
BUSINESS PHOTOS
Add additional photos

22. Monitoring Your Listing
BUSINESS INSIGHTS
Click
“View
insights”

23. Monitoring Your Listing
BUSINESS Insights

24. Managing Your Business Presence on Yelp
MANAGE YOUR REPUTATION ON THE WORLDS LARGEST BUSINESS REVIEW SITE

25. Yelp
Yelp can be used by any and all businesses — from local stores
and restaurants to doctors and pharmacies. It is currently the
number one review site online.
Yelp Business Accounts allow businesses to share information
with the Yelp community of users. It’s your business’s virtual
word-of-mouth outlet.
The top businesses searched on Yelp include:
•Restaurants (78%)
•Beauty and Spa (65%)
•Food (65%)
•Nightlife (60%)
•Home/Local Services (57%)

26. Yelp
 There are currently 79,900 active Yelp business accounts on the
site (your competition is probably on it).
 Small businesses with Yelp accounts saw an average increase in
annual revenue by $8,000.
 77% of small businesses that use Yelp note that the site has
changed how they respond to customer feedback.
 90% of Yelp users say positive reviews impact their company
buying choices.
 Consumers called businesses through Yelp's mobile app 200,000
times a day and generated more than 250,000 directions a day.
 98% of Yelp users have made a purchase at a business they found
on Yelp.

27. Yelp

28. Yelp
Filter Results

29. Yelp – Search By Business Name

31. Uploading and Managing Content
Go to: https://biz.yelp.com/ Click Log In
Sign in using
Gmail Account
or email

32. Uploading and Managing Content
BUSINESS INFORMATION
Click the
Business
Information
Tab

33. Uploading and Managing Content
BUSINESS INFORMATION
Business Name
City State Zip
Phone
Website
Click the blue “edit” buttons to edit
different sections of the Business
Information

34. Uploading and Managing Content
BUSINESS INFORMATION

35. Uploading and Managing Content
BUSINESS PHOTOS
Click Photos to
Add/ Manage
Your Business
Photos

36. Uploading and Managing Content
BUSINESS PHOTOS
To Add Photos
Click the
Upload Photos
Button

37. Monitoring Your Listing
Activity
See how your
listings is doing
in the Activity
Tab

38. Monitoring Your Listing
REVIEWS & MESSAGING
Monitor what customers are
saying about your business
and respond to both positive
and negative reviews
Send a private message to a
customer to thank them for a
review, discuss a problem, or
give them exclusive deals and
insights.

39. Managing Your Business Presence on TripAdvisor
MANAGE YOUR REPUTATION ON THE WORLDS LARGEST TRAVEL REVIEW SITE

40. TripAdvisor
TripAdvisor offers trusted advice from real travelers, along with an
extensive variety of travel choices, planning tools and direct links to
booking tools. TripAdvisor for Business is a division of the site that
provides organizations access to millions of monthly visitors
planning vacations.
90% of consumers trust peer recommendations, whereas only 14%
trust advertisements.
Listing your business on TripAdvisor helps your organization reach
millions of qualified travel buyers. The website connects to other
leading travel sites – guaranteeing more exposure to your business
across the web.

41. TripAdvisor
• Reaches more than 260 million monthly
visitors and boasts 60 million members
• Contains more than 150 million reviews and
opinions
• Reviews accommodations, restaurants and
attractions in 44 different countries in 27
languages
• Gives consumers the ability to compare prices
• Ranks each listing compared to others in its
geographical area.

45. Uploading and Managing Content
Click Log In
Log In using
your Gmail
Account, or
email and
password

46. Uploading and Managing Content
Hi Katie
Click the blue box
“Your Business and
select your business

47. Uploading and Managing Content
Business Details
Business Name
Name of BusinessClick Profile
then click
Edit
Business
Details

48. Uploading and Managing Content
Business Details
Click edit to add or change
and business details

49. Uploading and Managing Content
BUSINESS PHOTOS
Business Name
Name of Business
Click Profile
then click
Add new
photos

50. Uploading and Managing Content
Business Photos
To Add Photos
Click the Add
more photos
button

51. Uploading and Managing Content
Business Photos

52. Monitoring Your Listing
REVIEWS
Business Name
Name of Business
Click the
Reviews Tab
to Respond
and Report
Customer
Reviews

53. Monitoring Your Content
REVIEWS

54. Monitoring Your Listing
Business Name
Name of BusinessSee how
your listing
is doing in
the Reports
tab

55. Monitoring Your Listing
REPORTS, FREE TOOLS & RESOURCES
Business Name
Name of BusinessClick Profile
then click
Add new
photos
For Free Tools And
Other Resources
explore additional
tabs

56. Customer Reviews
Encouraging Customer Reviews

57. Customer Reviews
• Make writing a reviews as
simple as possible.
• Be present on multiple
review sites.
• Consider your
demographics.
• Use social media to get
the conversation started.

58. Customer Reviews
Integrating Reviews
Display positive
reviews on Social
Media and/or Website
Post
Reviews
within
marketing
material
Use Reviews to
highlight specific
products

59. Handling Reviews
Understand the Tools at your
Disposal

60. Positive Reviews
• Purpose is to deliver a thank you
• Do not add to mailing lists, invites, etc.
• Do not request them to tell their friends
• No reactions to minor complaint in
review
• Put yourself in reviewer’s shoes
• Message privately

61. Negative Reviews
• Take a deep breath
• Keep it simple by thanking your customer for the
patronage and feedback
• Be polite and genuine
• Be careful do not want to seem rude or
condescending
• Highlight any changes made due to the review
Video: http://youtu.be/RJ_DJGDIIMM

63. How to Respond to Reviews
• Don’t wait, take action response time is
key
• “Caring Resolution” approach– feel, felt,
found fixed
• Show that you are human

64. How to Respond to Reviews
Great Example:
• Owner did a great
job spinning negative
review into new
walk-in customers
• Takes the review out
of online context,
highlighting how
overly passionate
bad reviews can look
in the real world.

65. Tracking Reviews Online
• Google Alerts- choose keywords you want to
monitor and receive email alerts when they are
used on sites
http://www.google.com/alerts
• If your business is listed on Google go to your
profile and select the “Reviews” feature. There,
you will find all of your customer online reviews.
• You will be able to respond to the reviews and
receive some basic analytics so your business
can track how their reputation changes over
time.

66. Best Practices
• Update and complete profile
information
• Be consistent on information
• Respond to both positive & negative
reviews
• Like most social media platforms,
humanize your company when
responding to reviews
• Consistently check-up on your reviews