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Improve Your Online Reviews & Reputation
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✓ Importance of reviews and social reputation
✓ The most important reviews sites
✓ How to respond to reviews
✓ 8 tips to generate more positive reviews
✓ Turning negative review ! positive
✓ Additional resources
✓ Q&A session
Webinar Outline
Why Your Online
Reputation is Important
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+ How it Affects Your Business
✓ 88% of people trust online reviews as much as personal recommendations
✓ 44% of customers make their decision after reading a review
✓ 85% of consumers consider user-generated reviews extremely valuable
Digital Word of Mouth
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✓ Free customer feedback
✓ You will reach consumers where they are searching for new products and services
✓ SEO improvements from active profiles and responses that contain keywords
✓ 75% of reviews are positive
Benefits of Online Reviews
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✓ 33% of negative reviews turn positive when you respond to them
✓ A one-star improvement on Yelp translates to 5-9% revenue increase
✓ 95% of unhappy customers will return if an issue is resolved quickly
…and Turn Bad Reviews ! Positive OnesPut the Fire Out Quickly…
Top Review Sites
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✓ 4 out of 5 Yelpers visit the site when they plan to spend money
✓ 98% of Yelpers have made a purchase at a business they found on Yelp
✓ 55% of Yelp users take action with a local business frequently/every time they visit the site
✓ Claim your Yelp page with Yelp for Business
The Current Monopoly for of Review SitesYelp
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✓ There are 7.6 billion local searches every month
✓ Google My Business allows you to manage reviews
✓ Searchers see your reviews alongside your posts, photos, videos, etc.
Growing Presence for Local ReviewsGoogle
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✓ 30 million small businesses have Facebook Pages
✓ 1.39 billion active monthly users
✓ 71% of consumers are more likely to make a purchase based on social media referrals
Help Users Decide Where to Spend $$Facebook
Responding to Reviews
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Every review should be responded to in a similar way
Review Response Formula
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✓ Respond in a timely manner
✓ You are saying “thank you” to a customer that went out of their way
✓ Responding to positive reviews is now seen as a best practice
Respond to Positive Reviews
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✓ Make sure the negative review is surrounded by positive ones
✓ A Harris poll shows that customers actually trust businesses more when they see a few bad apples
✓ Be sure to respond to the negative review quickly to show that your business is addressing the problem
Use Negative Reviews to Your Advantage
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✓ Address the problem directly
✓ Identify the underlying issue and lead with an apology
✓ Establish empathy by adding a human element to your response - this will help mend the wound
Proactively Respond STEP 1
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✓ A short response is less likely to trigger additional negative feelings
✓ Never accuse the customer of wrongdoing or lying
✓ Always be polite and professional
Keep it Brief + PoliteSTEP 2
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✓ Always avoid back-and-forth arguments online
✓ Suggest you bring the conversation offline and bring in a manager or owner (if applicable)
✓ Include a name, direct phone number or email to establish credibility and show you are truly trying to fix the problem (not just save face online)
STEP 3 Take it Offline
8 Tips to Generate More Positive Reviews
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✓ Nobody knows your business better
✓ If you’ve done work for family and friends, there’s nothing wrong with asking them to leave you a review
✓ Pace your requests; you don’t want to use all your resources up front
Ask Family + Friends TIP #1
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✓ There is a strong chance you email customers, vendors and partners on a regular basis
✓ “Have we done business together? Please review us on ____!”
Email Signature Links TIP #2
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✓ Make a habit of asking for reviews whenever the opportunity presents
✓ You may be surprised at how many people are willing to help!
✓ People love sharing their story
Never Stop Asking TIP #3
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✓ Do you have positive reviews on other sites?
✓ Reach out to those reviewers and ask them to leave you feedback on another site
✓ You already know that they write reviews and that they like your business
Ask Previous Reviewers TIP #4
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✓ Did you just have a great phone conversation with a customer?
✓ Did a previous customer leave a “review card” with their phone number?
✓ Ask them to review their experience!
TIP #5Ask During Phone Calls
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✓ Include instructions that tells your customers how to review your business
✓ Provide links to a specific network
✓ Distribute at your point of sale (i.e. cash register, final bill, in the mail, etc.)
TIP #6Create a “Cheat Sheet”
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✓ Add in a reviews page to your website
✓ Provide links to your online profiles with review instructions
✓ Make the URL to your review page easy to remember
TIP #7Reviews Landing Page
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✓ Ask for reviews in dedicated email blasts or build into your existing templates
✓ Link to your “Review Page” on your website
✓ Take mobile payments? Build into “thank you for your payment” email template
TIP #8Email Marketing
How to Turn a Negative ! Positive
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✓ Give previous reviewers an update on your business
✓ Provide deals or offers on review site pages
✓ Tell reviewers about new products/services
Reach Out to Previous Reviewers
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✓ Try to resolve the problem!
✓ 95% of unhappy customers will return if their issue is resolved
Respond to Recent Negative Reviews
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✓ Don’t try to change every review
✓ Once you’ve responded to a review and resolved the issue, don’t worry about turning it positive
✓ 85% of consumers read up to 10 reviews (positive and negative) before deciding on a business
Let Sleeping Dogs Lie
Additional Resources
Title TextMore Local Marketing ResourcesE-Books
DOWNLOAD
localvox.com/resources
Blog
SUBSCRIBE localvox.com/blog
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Managing Reviews Has Never Been Easier
Email [email protected] for a free demo
✓ Organizes all your reviews
✓ Alerts you to take action
✓ See entire conversations on 1 screen
✓ Smarter metrics
Social Inbox (new!)
LIMITED TIME OFFER
Sign up for LocalCast by May 31, 2015 and receive $100 off your first month of service
Contact us at (646) 545-3400 or [email protected]
Questions? 1. Use your chat feature 2. On Twitter: #localvoxwebinars 3. Email: [email protected]
