Your Guide to Finding – and Responding to – Online Customer Reviews

On March 9th, 2016, wrote:

Somewhere out there, a person is talking about you. Your business. Your brand. Of course, you’ll want to listen and join the conversation. You have to, right? The Internet, though, is a pretty big place. If before, the reviews and comments of your customers only came in literally by word of mouth – well, today that’s no longer the case. A bad review on a site like Yelp or Google Places, a nasty blog entry by a vindictive, loud-mouthed critic, an unflattering picture of your establishment posted online, or even just a single unfavorable tweet: it can undo your life’s work. It can offset all the great things that you, your employees, your brand managers, your publicist, and your ad agency have been doing. And it can keep tons of potential customers from walking through your door. (One study even says that a single bad review can cost you 30 customers!) No matter how big the Internet is – and – Read the full article

Tools to Monitor User Feedback

On February 10th, 2012, wrote:

Ages ago (pre-Internet critical mass, sometime in the 1990s), if a customer had a complaint about a company or service, they called the company and complained. If they were lucky, they were apologized to and given a coupon to save the next time they bought. If they didn’t get the answer they wanted, maybe the customer would call the BBB. Today, if a customer complains, the first place they normally turn is the Internet. Facebook, Twitter, Google+, blog posts and comments make it easy for a customer to vent their frustrations and share their experiences with the world. With the explosive growth of user generated content (UGC), companies must use a variety of tools to monitor their brand and keep their online reputation clean. For this example, let’s look at the online backup service, SugarSync. Find New Content Google Alerts is the easiest way to start monitoring online content for a brand name or other term. Simply enter the search query – Read the full article

Reputation Management For Leisure Brands

On January 19th, 2012, wrote:

Social media is the phenomenon of this century, and along with huge advances in mobile technology, the Internet has changed our lives beyond compare in an amazingly short time. The tipping point is approaching where more business will be done online (than offline), and companies will have to quickly adapt to these new markets or suffer the consequences. However, along with these vast new markets come some downsides. The free and almost instant communication social media brings means that good ideas can spread quickly – but conversely bad reviews can just as quickly spread and ruin a business. The anonymity it affords means that people are no longer afraid of saying what they think, or going over the top. In the leisure industry, prime examples are review sites, the biggest of which is undoubtedly TripAdvisor. There are few other sites that rely so heavily on good reviews for their continued business, so here are some interesting ideas adopted by some – Read the full article

5 Ways Your Company Can Generate Enough Referrals for a Lifetime

On September 28th, 2011, wrote:

Social media is buzzing, QR codes are all the hype, and e-mail marketing is trendy, but where does that leave good old-fashioned referrals? Unfortunately for many startup companies, taking the time to consider the importance of referrals is the last thing on the “to do” list. After all, if you do a good job and someone wants to refer you, they can—it is out of your hands, right? Wrong. Believe it or not, it is not enough to simply hope someone refers your business to others. Someone may work with your business and say it is the best experience they have ever had, yet this does not guarantee that they will refer your business to someone else. In many cases, your clients and customers will have to seek out someone they know looking for your particular services. This takes some work, so you have to give your customers and clients a reason to do this work. According to activerain.com, a – Read the full article

Five Social Media Apps to Boost Your Marketing Efforts

On June 8th, 2011, wrote:

So, you’ve finally decided to join the social media stream and now you’re looking for more creative ways to market your business. So far, you’ve built your Facebook page, a LinkedIn group, and your newly launched corporate blog is receiving a lot of positive feedback from readers. There is one more thing that can boost productivity: social media applications. These apps can boost your marketing efforts and make the process even more efficient. Here is a breakdown of the five most popular social media apps that you can use to accelerate your marketing success: Networked Blogs   Join an online family of over 500,000 blogs and build an active community around your own blog. With the Networked Blogs Facebook app, you can: Import the blog feed to your Facebook profile Share your posts with a huge community of bloggers Gain massive visibility Promote your blog on Facebook The first step is to add your blog to the Networked Blogs via Facebook. Once you – Read the full article

Online Reputation Management Services that Delete Your Negative Google Results

On April 22nd, 2011, wrote:

Argh! We’ve all made that expression of frustration one time or another – or several times, if you’re a fledging Internet marketer, small business owner, or SEO professional. Indeed, it seems it can’t be helped that a negative search result about you will appear on Google every so often: a bad customer review, the ranting blog post of a bitter ex-employee, or some form of bad publicity embodied in a 140-character tweet. The worst part? It’s right there on Page 1 or 2 or 3 of the SERPs. You can’t really do anything about that link or search result that may potentially inflict damage on your brand or business. You can’t really delete it. Or can you? Best practices in online reputation management can go a long way in protecting – and enhancing – your presence online. Unfortunately, there are still a lot of people who think that Google, Bing, and Yahoo! – well, okay, not Yahoo – own and – Read the full article

Letting Testimonials Speak for You: A Guide to Soliciting and Maximizing Customer Reviews

On March 16th, 2011, wrote:

According to a study by Forrester Research, 71 percent of online shoppers read customer reviews before making a purchase decision. That’s close to three out of every four! Enough for us to have to seriously take this insight, one that serves as yet another proof that, when it comes to winning new customers (and bringing in new business) a satisfied customer or a loyal fan just might be your most potent sales rep. Oh, and it’s also probably a good idea to start soliciting customer reviews and testimonials. Why? More than techniques to manage your online reputation, reviews and testimonials can act as the worms that bait the fish. (Worms: a funny word to describe that which persuades shoppers to buy and mere visitors to become customers.) Need advice on soliciting – and maximizing the potency of – customer reviews and testimonials? Here’s a quick guide: Soliciting Reviews Ask for it. Your customers may never know that you want their – Read the full article