SlideShare a Scribd company logo
> Aunt
> Friends
> Mothers
“I feel like they’ve stacked
the cards against me.”
CYBERBULLYING
BUSINESS
THE NEW
CUSTOMER
BATTLEFIELD
82 % of
consumers
read 2 -10
review s
The Freshness Evolution
Birth of Search Shift To Algorithms &
Indexes
Freshness Enters Common
Use
Businesses End Up
Manipurated
Yahoo! Launches
1994
Google Disrupts Yahoo!
1999
Google Refreshes Algorithm
Yelp Launches
2005
Rating-and-Review
Industry Explodes
2005-on
FRESHNESS
Freshness
Site Traffic
Review Volume
THIS EQUATION IS
ALL ABOUT THE BUSINESS
SO W HERE
IS THE ?
MANIPURATED
HOW BUSINESSES
ARE HARMED
W here did
things go w rong?
Conflict of interest
Can rating-and-review
sites serve:
Consumers
Businesses
Their Shareholders
All at one time?
Fake Review s
Profiteering Reputation
Management
Industry
W here did this
rocket ship go w rong?
FAKE REVIEWS
Email address
Masking IP address
Creating fake personas
Tricking Amazon’s “verified” filter
My one good review isn’t going to make or
break a business or a customer.
As much as I embellish and w rite about
businesses and products I haven’t used,
I try not to blatantly lie about w hat the
product or business is capable of doing.
“
Fake review s = zero sum game
PROFITEERING
Conflict of interest
Conflict of interest
omertá
Fear-Based Selling
Conflict of interest
REPUTATION
MANAGEMENT
Blackmail
Initial Contact
Offer
Menace
The Scheme
Overpriced
Overpriced
Bad Advice
5 STEPSTO
FIGHT BACK & WIN
Know W here To See
& Be Seen
Know W here To See
& Be Seen
Make Every
Review Count
Know W here To See
& Be Seen
Make Every
Review Count
Keep It Fresh
Know W here To See
& Be Seen
Make Every
Review Count
Keep It Fresh
Show Off
Great Review s
Know W here To See
& Be Seen
Make Every
Review Count
Keep It Fresh
Show Off
Great Review s
Know W hen, W hy
& How To Seek Help
Know W here To See
& Be Seen
Make Every
Review Count
Keep It Fresh
Show Off
Great Review s
Know W hen, W hy
& How To Seek Help
MAKE IT A HABIT
1Practice good review hygiene every single day.
2Take the commitment seriously.
3Avoid taking reviews personally.
4
Follow the steps and don’t cut
corners.
Code of Conduct
It’s All
About Relationships
Stay Close To
Your Customer
And They
W ill Stay Close
To You, Too
Manipurated - Daniel Lemin, Convince and Convert
Manipurated - Daniel Lemin, Convince and Convert

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