Reputation management for small businesses

DON’T BE IN THE DARK!

Are your online reviews helping or hurting your business?

Quick PollReviewer: “This was the worst hotel visit…”

Response: “I don’t know what went wrong. Please contact us and we can provide you a gift certificate for your next stay.”

How Reviews Impact Your Business

• Online reviews are the new word of mouth, but with a larger reach• Search result pages include online ratings and reviews• Build credibility with positive reviews• Positive reviews offset negative reviews• Provides insights for improving business

Search Engine Optimization

Quantity of regular reviews

Average Star Ranking

Credibility with pubs

If someone did a search for your business, what would they find?

It takes 20 years to build a reputation and five minutes to ruin it.

If you think about that, you’ll do things differently.

-Warren Buffet

Online Review Stats

97%Say they read reviews about local businesses. –BIA Kelsey

90%Of consumers say positive reviews influenced their purchase decision. –Marketing Land

The DON’Ts

Don’t respond with a negative

Don’t Auto-reply

Don’t Fake it

Don’t just jump on a trend

Don’t make public offers

Don’t use your business name in a negative review response

Don’t ignore the positive reviews

The DOs

Do reflect before you react

Do own it!

#techno

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tuff

#chevygu

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Do view them as opportunities

Do be aware of current events

Do encourage reviews

Do post in a timely fashion

Do consider the future

Do remember your employees

If you aren’t monitoring your reputation online, you have NO idea what people

are saying.

Useful Tools

Google Alerts SocialMentionReputation Management tools

A brand is no longer what we tell the Consumer it is - it is what Consumers

tell each other it is.-Scott Cook, Intuit

Thank you!Cecilie Burleson – Digital Sales Manager – Kitsap Sun