Small & medium business owners are busy people with very little time to spare. You need to show them that managing their business's reputation online is one thing they NEED to be doing. Whether it's improving their listing visibility, responding to reviews to increase customer satisfaction, monitoring their competition, or using social media to create new leads, reputation management is fast becoming a necessity for businesses in this digital age.

1. MANAGEMENT
REPUTATION
@vendasta vendasta.com

2. Thomas H. 3:45pm on February 7th
, 2013
Susan M. 11:02am on March 22nd
, 2013
Gunner 1:30am on May 4th
, 2013
Just had the worst meal of my life at @WilkinsonsRestaurant #sogross
Best poutines ever at the Fry Shop! EVERYONE needs to try it!
BACON!
EVERYONEHASANOPINION...
and their dog

4. but not just
here anymore...

5. ...or here

6. THEY’RESHARINGTHEMHERE and HERE and HERE

7. ...and HERE

8. 1.1+BILLION
50+MILLION
33+MILLION
58MILLION
925k
users on Facebook
unique users on TripAdvisor
local reviews on Yelp
tweets sent per day
new Google + users every day

9. DIDYOUKNOW
2/3 of people are more
likely to buy from a
store if they find
positive comments
about it online
And 1/2 are less likely
to buy if comments are
negative

10. DIDYOUKNOW
2/3 of people are more
likely to buy from a
store if they find
positive comments
about it online
And 1/2 are less likely
to buy if comments are
negative
A1STAR
improvement of a
restaurant’s
averageYelp
score increases
revenue by
5-9%

11. CONSUMERS
CONVERSATIONS
the fact is,
control

12. and users
more than
TRUSTUSERGENERATED
CONTENT
TRADITIONAL
MEDIA

13. so when a tweet goes
out like this:

14. or a status
like this:

15. or a review
like this:

16. or a review
like this:

17. a business should know
WHEREITCAMEFROM
HOWTOHANDLEIT
AND

18. REPUTATION=REPUTATION=
What you say about yourself
(Digital Footprint)
What others say about you
(Digital Shadow)

19. go hand in hand
Visibility
Reputation
Winning!100%
0%
Scam
Shame
When many of your
online profiles
have user content,
your reputation
drives results.
The goal is to
maximize visiblity
and reputation
REPUTATION&PRESENCE

20. HOW DOYOU DEVELOP A WINNING
REPUTATION THAT’S BOTH
AND
POSITIVE VISIBLE?

21. FOCUSON:Listing & Visibility
Reviews & Mentions
Competition Monitoring
Social Marketing

22. 1 Visibility

23. visibilityis about making sure your
customers can find you

24. MAKESURE
YOU’RELISTEDwhere you need to be

25. MAKESURE
YOU’RELISTEDwhere you need to be
LISTINGSARE
ACCURATE
and make sure those

26. Wilkinson’s Family Restaurant
There’s nothing worse than 4
different listings and wrong
contact info
Wilkinson’s Family Restaurant
2240 Wilson Blvd., Seattle, Washington, 41322
Wilkinson’s Family Restaurant
155 3rd Avenue South, Seattle, Washington, 41241
Wilkinson’s Family Restaurant
505 3rd Avenue, Seattle, Washington, 41972
Wilkinson’s Family Restaurant
182 Wilson Blvd. North, Seattle, Washington, 41361

27. Wilkinson’s Family Restaurant
There’s nothing worse than 4
different listings and wrong
contact info
Wilkinson’s Family Restaurant
2240 Wilson Blvd., Seattle, Washington, 41322
Wilkinson’s Family Restaurant
155 3rd Avenue South, Seattle, Washington, 41241
Wilkinson’s Family Restaurant
505 3rd Avenue, Seattle, Washington, 41972
Wilkinson’s Family Restaurant
182 Wilson Blvd. North, Seattle, Washington, 41361
it drives customers
CRAZY

28. ACCURATELISTINGS
make customers happy
and google happy
The more consistent your
listings, the higher up in
google you’ll appear

29. 2 Reviews &
Mentions

31. 3STEPS to review success
ENGAGE TOOLSthe reviewer
think of reviews
as management
1
2
Why engage?
Good Reviews
Accolades
Goal setting
Staff training
Policy issues
What would you do
if someone was in
your store reviewing
it right now?
Bad Reviews
HARVESTuser-generated content
3
Encourage customers
to leave online reviews
Publish review
highlights in your
marketing material

32. 3 Monitoring the
Competition

33. MONITORTHECOMPETITIONAND THEN OUTDO THEM
Post more social updates than they do
Aim for better reviews
Watch for their offers, then jump in at the
right time
Compare placement in searches for different
keywords and develop content around your
weaker ranking terms

34. 4 Social
Marketing

35. it’s one thing to MONITOR
your online reputation...
then you have to
BUILDIT

36. SOCIALMARKETING
is about three things:
successful

37. SOCIALMARKETING
is about three things:
successful
Building
Fans

38. SOCIALMARKETING
is about three things:
successful
Generating
Leads
Building
Fans

39. SOCIALMARKETING
is about three things:
successful
Customer
Service
Generating
Leads
Building
Fans

40. there are
to build fans
3KEYWAYS

41. POST
AND
CONTENT
INTERESTING
RELEVANT
1.
...And remember
to vary your posts
No one would watch aTV
` channel with 24/7 commercials,
so why would they do that online?
Throw in some entertainment

42. Turn potential customers
and loyal fans into active
Brand Ambassadors
CONNECT WITH
INFLUENCERS
2.

43. CREATE
AND SOCIAL
COUPONS,
DEALS,
OFFERS
3.

44. NOW HAVING A FAN BASE IS GREAT,
but likes dont always = dollars

45. NOW HAVING A FAN BASE IS GREAT,
but likes dont always = dollars
BESIDES,WHO’S REALLY GOING TO LIKE A
plumber locksmithOR A
ON FACEBOOK ANYWAY?

46. (also, that looks like a top hat :)
are
on social media
CONSUMERS
DECLARING

47. and those
intentions are

48. Do you know how
many people tweet
about locking their
keys in their car?

49. LOTS.LOTS.LOTS.LOTS.LOTS.LOTS.

50. How many people are
moving to San Fran
right now?

51. LOTS.

52. Social Media gives local
businesses the revolutionary
opportunity to connect with
who are ready and
willing to purchase
nearby customers

53. ANDONCEYOU’VECONNECTED,
YOUBETTERKEEPTHEMHAPPYFacebook,Twitter, etc. are incredible customer
service tools to strengthen your reputation.

54. 65%think social media
is better than
call centers

55. SOWHAT’STHERECAP?
1. Consumers control conversations
Businesses brands are no longer exclusively what they say they are.
Today,brands are largely defined by consumers.

56. SOWHAT’STHERECAP?
1. Consumers control conversations
Businesses brands are no longer exclusively what they say they are.
Today,brands are largely defined by consumers.
2. Monitoring your reputation isn’t enough
Businesses need to know what their customers are saying,as well
as how to manage that info and build their reputation as well.

57. SOWHAT’STHERECAP?
1. Consumers control conversations
Businesses brands are no longer exclusively what they say they are.
Today,brands are largely defined by consumers.
2. Monitoring your reputation isn’t enough
Businesses need to know what their customers are saying,as well
as how to manage that info and build their reputation as well.
3. Social media isn’t just about followers and likes
It can also be used to generate leads and conduct customer service
in order to gain return on investment.

58. REPUTATIONMANAGEMENT!
there is no greater time for
to get involved with
SMALL BUSINESSES

59. Contact Us
George Leith
Director of Sales
gleith@vendasta.com
306.955.5512 ext. 121
vendasta.com