Managing Your Business Reputation Online

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Managing Your Business Reputation Online

  1. 1. June 9 & 10, 2014 Shannon Distel Business Services Librarian
  2. 2. Customers say…  88% of participants in a recent customer service survey have been influenced by online customer service reviews when making a buying decision.  45% share bad customer service experiences and 30% share good customer service experiences via social media.  More people have read positive reviews (69%) of customer service online than negative reviews (63%). Source
  3. 3. Ready, Set, Google Yourself
  4. 4. Taking Control Of Your Reputation  Claim your business social media profiles.  Does your website best represent your brand/business?  Is it easy to navigate?  Do you send an automated email response to contact requests?  Have a strategy for handling complaints and negative reviews.  Encourage communication between your customers and management.
  5. 5. Yelp  City guide and business review website.  Yelp will not remove misleading or false reviews unless they violate terms of service.  Claim your business listing, respond to reviews.  Yelp Help
  6. 6. Google+  Connects people looking for your business on search, maps & Google +  Local Google+ Page or a Google+ Business page  Benefits your SEO.
  7. 7. Facebook  Over 1 billion users.  More than 25 million small business pages.  Monitor your page daily.  Have your posting policy visible.  Update your settings for page moderation and profanity filters.
  8. 8. Posting Policy Example Posting Policy: Thank you for liking the official ______________ page. We're glad you're here. We are committed to creating a community that encourages self-expression and mirrors the values of _________ including respect for the rights, dignity, and property of others. We ask all fans to do their part to help us achieve the goal. In doing that, we ask you not to post content that: -is threatening, abusive, obscene, indecent, or objectionable. -is deceptive, false, or misleading -violates the intellectual property rights of other people -is illegal -references a third party website or is self-promoting spam -is inappropriate, offensive, or hateful We reserve the right to remove any content or block users that violate our community guidelines, or that we determine are otherwise offensive to our community. All content must also comply with Facebook's policies as well. We would be sorry to see you go, but if you change your mind and no longer want to like our page, please feel free to "unlike" our page.  Source
  9. 9. Google Alerts  Notification of Google search results  Search everything, news, blogs, video, discussions, books  Monitor  News  Company  Name
  10. 10. Twitter  Tweets of 140 characters or less.  Over 500 million registered users.  Monitor re-tweets, replies and mentions.  You can block users who post abusive content.
  11. 11. Hootsuite  A browser based tool that allows registered users to publish to Twitter, Facebook, Linkedin and other sites.  Allows users to monitor their social media accounts in 1 location.  Users can customize columns to monitor comments, re-tweets, replies, questions, news and more.
  12. 12. Source

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