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

Five Reasons Why Google’s Review Monitoring Dashboard Is A Disappointment

On March 28th, 2014, wrote:

Reviews are already a huge factor when it comes to helping businesses stand out and succeed online, and if there needs to be a definite sign to signal the value of reviews in the future, it has to be Google’s recent announcement of their Reviews Dashboard to help local merchants monitor reviews from across the web. But, alas, Google has disappointed with this product. In my humble opinion, this product is nothing but a shinier interface to display data that Google already had and were collecting over time. Here are five reasons why this enhancement from Google disappointed me: #1 – Real review monitoring is about being able to respond in the now Google seems to have adopted a model of “if we find it, we’ll report it” when it comes to monitoring reviews. This means that, unless they find a review (which may take days, weeks or months), you’ll never see it in the dashboard. Anyone who’s been doing – Read the full article

Five Tools That Can Help You Monitor Your Brand Online

On April 22nd, 2013, wrote:

When it comes to business, managing your online reputation is everything. There is a lot of information out there nowadays regarding brand monitoring, but it is important to find out just what people think of your brand. As a business leader, you want to ensure that you have a reputation with your customers. Nowadays, brand monitoring is a lot easier. You will be able to find a number of different tools that can ensure you get a proper report regarding your current reputation. Social Media Social media is particularly effective these days when it comes to marketing a specific product. Taking advantage of social media is a must when it comes to effective brand marketing. Not only will this help in getting the word out about your product or service, you’ll be able to see how the public reacts or responds to your brand. On websites like Facebook, you will be able to take a look at the different opinions that – Read the full article

How To Tackle A Negative Customer Feedback

On January 9th, 2013, wrote:

It does not matter what kind of business you are in. Whether set on brick and mortar or an ecommerce business; small town company or nationwide conglomerate. It doesn’t matter. This is because social media has made it possible for just one disgruntled customer to have so much impact on your business through negative comment(s) posted online.   Now, the big question isn’t whether this will happen or not, but rather when it does happen, how to handle such a situation. So, here are some tips on how to address negative feedbacks from customers below: 1. Try to resolve the issue directly with the concerned customer Once you are able to know the person’s identity. That is of the customer complaining, you should try and make peace with this person. This should be your initial course of action. Doing otherwise by going to the online-site where the rants or negative reviews were made will only probably place you at the – 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