Angie's List has about 1.5 million subscribers throughout the United States and Canada who post an average of about 40,000 reviews each month.
Yelp had a monthly average of 78 million unique visitors in Q2 2012* ...
Managing your Online Reputation
Managing yourOnline Reputation March 6, 2013 Presented By: Steve Thomas President of The Net Impact
About the Speaker Steve Thomas President, The Net Impact Vice President, Unidev President, American Marketing Association-St. Louis President, Missouri Venture Forum With over 18 years of internet strategy experience, Steve is a nationally recognized speaker, author, and entrepreneur. Contact me: Twitter: @TNIMAN LinkedIn: www.linkedin.com/stevenrthomas
True or False?Everything you read on the internet is true. True False
SurveysSurveying your customer after a job is done is a great way to get feedback.• If feedback is positive, encourage customers to review online or publish the testimonial on your website.• If the feedback is negative, try to rectify the situation before the customer goes online.
Handling Positive Feedback• If a customer gives a positive review, be sure to provide them with positive feedback, whether it be liking their comment or responding.
Case Study: Hotel in St. Louis I recently stayed at this property and was very pleased by the stay. They are a themed (not like one of "those" hotels) but old English Inn. Bad weather forced me to stay there and I enjoyed their large lobby with fireplace and friendly staff.Great little morning continental breakfast area, but it was replenished by the desk staff andwould run out of things (may have been due to the snow day keeping staff away?). Overall afunny place that I enjoyed. Nice little features and also a very small bar/lounge that had live music (for a nice touch).What great feedback! Thank you for taking the time to let us know about yourexperience at The Cheshire. With the renovation of the property in 2011, our goal was tokeep the old English charm and yet add the modern comfort that we all enjoy. We arevery happy youve enjoyed each bit of it.We hope to see you again under different circumstances especially on a sunny day.
True or False?There is nothing you can do about a bad review. True False
How to Handle Negative FeedbackAcknowledge the commentAddress the issueRespond politelyProvide solutions
Case Study: Hotel in St. Louis While the lobby looks nice the rest of the hotel is dated. To get to the pool area is a task in itself. The pool was very small and not kept up too well. The rooms were OK but did have a musty smell to them. The breakfast served was marginal at best.Thank you for staying with us and we truly value your feedback. Im so sorry that you did notenjoy the hotels layout and I know that with a hotel of this size, some might find it a bit out of the way to get to the pool. At the same time I am glad you were able to utilize it. As for your room, I offer my sincere apology and I hope that if you do stay with us again you will reach out to us and let us know that there is something we can do to make it better. Thankyou for your time and we hope youll come stay with us next time youre in the area. Happy New Year!
Scenario Thanks for lying to me ABC company! The project took longer than you said it would and now I have to look at an unfinished floor! You are the worst!Tom Jones Hi Tom, We are sorry your project was not finished in the timeABC Company estimated. We hate to have an unhappy customer. Let’s work together to find a solution. Please call me, Jared, at 555-555- 5555 today and we can work something out.
Shelf Space StrategyBasic Text Content Sites • Website • Google + (Places) / Bing • News • Articles • Press releases • Blog • Wikipedia • Facebook • Twitter • Linked In • Directories like YP, Yelp…Basic Image Content Sites • Website • News • You Tube • Vimeo • Flickr • Google • Bing • Pinterest
Shelf Space Strategy: Images Product listing ads. Requires exporting product feeds. Through Adwords
Learn About Your Reputation The time to manage your reputation is NOT after it has already been damaged.Because everything on the internet isn’t true, you have to be constantly aware of your brand reputation
Be Transparent Customers will be more likely to trust you if you are transparent. Own up to mistakes by being honest and humble.