Doing business is tough, but that's why they call it "business," right? Whether you're just getting your feet off the ground or you've been around the block a few times, you're bound to have some hiccups with customer relations.
We've posted before about what happy (and unhappy) customers can do for you business by leaving reviews on sites like Yelp. Getting good reviews (and avoiding negative ones) is only part of the reputation management puzzle, though. Today we're going to look at the importance of keeping your customers happy from the outset. Here's why customer service should be the lifeblood of your business.
Filed Under: customer feedback, customer service, Yelp, bad reviews, online reviews, user experience optimization, reputation management
Bad reviews are a reality for any good business. It doesn't matter if your customer service chops are polished or if your user experience is streamlined: sometimes, people just don't like you.
The good news is that there are plenty of excellent (and not-so-excellent) ways to deal with negative reviews of your business. Here's our outline some of the best tips from our reputation management experts on how to handle negative reviews and always come out on top.
Filed Under: reputation management, bad reviews, Yelp, customer experience, customer service
It's mid-November here in Dallas, which means that the weather is cooling off, the shops are all blaring Christmas music, and (most importantly!) families and friends everywhere are preparing for a Thanksgiving feast!
Thanksgiving is a great opportunity for friends and family to get together and show appreciation for what they've got; however, an unprepared Thanksgiving can be fraught with chaotic commotion and panicked last-minute oven roasting.
Make sure that you're treating your business' local search engine optimization (SEO) strategy like it's a Thanksgiving feast: be prepared well in advance, let everyone know where (and when) it's going to be, and make sure each that everyone's got food to eat!
Filed Under: thanksgiving, local seo, local search, google maps, SEO, reputation management, NAP
Ever noticed the little yellow figure that you can drag-and-drop in Street View on Google Maps? That little guy is named “Pegman,” and he’s about to become your local business’ best friend!
Inbound marketing (including content marketing and social media content) as well as SEO (search engine optimization) are surefire ways to get your local business on the map. One oft-overlooked element of a successful SEO strategy is the optimization of your business’ map listing data.
When consumers are looking for a new business, they use mapping products (e.g. Google Maps, Bing Maps, etc.) 44% of the time! Additionally, on average, 41% of those map search results will result in an on-site visit. (Data from a Google study)
So what can you do to make sure that your business is being found (and is enticing to potential customers that find you via map search)? Read on to find out....
Filed Under: local business, local listings, google maps, local search, SEO, reputation management, schema
Recently, online video game storefront Steam published a blog post announcing changes to their review system. The impetus for these changes seemed to be a phenomenon known as “review bombing,” where large numbers of reviewers leave negative feedback in quick succession to tank a business’ or product’s online reputation.
Sounds pretty nasty, right? Well, this got us thinking about how unpredictable reputation management can be in the digital age.
Whether a posse of online bullies is trying to ruin your business or you’re just trying to get some more reviews under your belt, having the best reputation management strategies will help ensure that you come out looking awesome.
Filed Under: reputation management, online reputation, Yelp, online reviews, rating and review sites, SEO
According to market research firm Ipsos, 78 percent of Americans say that online reviews influence their purchases. So, for this reason alone, online reputation management is critical for your business.
Filed Under: online reputation, Angie's List, reputation management, Yelp
Customer Reviews are an essential part of most people’s decision-making process. 90% of customers read reviews before visiting a store or a website, and 72% won’t make a purchase without reading a positive review.
This means that almost all of your customers base their decisions (at least in part) on reviews they read online.
Spending increases by 31% at businesses with positive reviews as well, and an increase in rating of just one star on Yelp leads to a 5%-9% increase in sales.
With good reviews you can drive more traffic to your business, and that traffic will spend more money.
Filed Under: SEO, reputation management, brand perception, customer engagement, online reviews
With Google’s announcement about the introduction of their new Lens technology, the information available about your business online is becoming more important than ever.
Google Lens is an augmented reality feature that will work through your smartphone’s camera to provide users with real-time information about your business.
Combining geotagging with image recognition, Lens will allow users to point their camera at your storefront or sign and Google will provide relevant information about your business.
Reviews, hours, and even reservation information can be displayed. If a user doesn’t like what they see, they won’t even need to slow down as they pass your business by.
Google Lens isn’t due to be released until later this year, so you still have time to get “Lens Ready”. We’ve put together a list of a few things you can do to make sure your business stays in focus.
Filed Under: reputation management, NAP, online reviews, Directory Listings, Google
Asking for free chicken nuggets on a site with a bird logo seems to be in poor taste.
That didn’t bother @carterjwm, however. Recently, his #NuggsForCarter campaign earned him free Wendy’s chicken nuggets for a year. All he had to do was get his post retweeted 3.42 million times.
If you’re not familiar with the story, welcome to the internet! If you have heard about this, here’s a summary anyway: It’s the story of how social media monitoring and a little snark turned into the biggest thing on the internet.
Filed Under: social media, social media management, buyer persona, social media monitoring, reputation management
United has learned the hard way how many people are watching every move they make, with their most recent PR nightmare, but they're not alone. Plenty of companies have had issues with social media.
Customer service and reputation management have changed dramatically in the age of social media, and businesses need to adapt their strategies accordingly.
George Orwell could never have imagined the effects that the internet and social media would have on his idea of “Big Brother."
Smartphones and the internet have joined forces to create a million “little brothers”, watching everything companies do, and broadcasting those actions around the world in seconds.
Filed Under: brand perception, Google Alerts, social media management, reputation management, customer service