ONLINE REPUTATION MANAGEMENT
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Discover the power of online reviews and learn how to effectively manage your reputation. Increase customer trust and drive more conversions with the right strategies and techniques.
ONLINE REPUTATION MANAGEMENT
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Presentation Transcript
ONLINE REPUTATION MANAGEMENT Presentation by David McBee www.davidmcbee.com
DAVID MCBEE • Online Yellow Pages Sales • Internet Marketing Sales Trainer • Google AdWords Certified Trainer • Pay Per Click Sales & Implementation • SEO Sales & Implementation • Consultant, Educator and Speaker • Director of Training (Simpli.fi) • linkedin.com/in/davidmcbee • twitter.com/davidmcbee • facebook.com/davidknowssearch
I requested a quote for our ceremony which will take place a year from now and received this reply from [business name]: “We are already booked for the month of Source: Abridged review of party rental store on Yelp
May 2015 with an annual event that we commit to. We refer clients to [other business] in [city].” It is unbelievable to me that they are completely Source: Abridged review of party rental store on Yelp
booked for an entire month… I find it ludicrous that they are incapable of providing 10 tables and 100 chairs for our ceremony. -Thomas A Source: Abridged review of party rental store on Yelp
WORTH YOUR TIME? ORM
Traffic to the top 10 review sites grew on average 158% Source: Complete.com
97% of consumers who made a purchase based on a review found it to be accurate. Source: comScore/The Kelsey Group
of consumers read online reviews to determine if a local business is good or bad. 85% Source: BrightLocal
of consumers say positive online reviews make them trust a business more. 77% TRUST Source: BrightLocal
of consumers trust online reviews as much as personal recommendations. 79% TRUST Source: BrightLocal
have more confidence in info found online than they do in sales clerks or other sources. 92% Source: Wall Street Journal
who read reviews, share them with friends, family and colleagues… thus amplifying their impact. 7in10 Source: Deloitte & Touche
While testimonials and case studies only influence about half of us… Source: survey conducted at davidmcbee.com
Reviews influence of consumers to make a purchase. 97% Source: survey conducted at davidmcbee.com
of consumers use the internet even before making a purchase offline. 51% Source: Verdict Research
A one-star rating decrease has the potential to cause up to loss in revenue. 5% to9% Source: Cone Research. (Study specific to restaurants)
consumers have reversed their purchase decision based on negative reviews. 4out of5 Source: Cone Communication
I’m so glad I read the reviews before I made the mistake of signing up for a membership… Source: Abridged review of professional association on Yelp
On average, satisfied customers tell people about their good experiences. 15 Source: CBS moneywatch
On average, dissatisfied customers tell people about their poor experiences. 24 Source: CBS moneywatch
Reviews can boost conversions more than 20% Source: Bazaarvoice.com
Reviews are of the local search ranking algorithm. REVIEWS CONTENT 10% LOCATION LINKS SOCIAL VIDEO Source: seoMoz
Reviews create a STAND OUT on the search engine results page.
Reviews create a STAND OUT on the search engine results page. Source: seoMoz
Find & Evaluate & MENTIONS REVIEWS
Set up GOOGLE ALERTS Go to www.google.com/alerts
Because they offer no notification to the business owner, you’ll need to MANUALY monitor directories and review sites.
Review monitoring & building services:
Get more & REVIEWS PRESS
of consumers read online reviews. 90% Great customer service. Friendly staff took great care of my wedding. –B Morgan. Source: Local Viewpoints
6% ONLY write them. Source: Local Viewpoints
? To get more customers to post reviews, it’s important that we understand users take the time to write reviews. WHY
feel they can be brutally honest on the internet. 46% Source: Harris Poll
aim to influence others when they express their preferences online. Listen to me. 38% Source: Harris Poll
Terrible experience… do not rent from this store. Source: Unabridged review of tool rental on YP.com
If you are having a party for dogs, then this is the place for you. Their dinnerware comes with dried food already on it. I do not recommend. Source: Edited/abridged review of party rental on YP.com
The Marketer’s Guide to Customer Reviews The Latest Online Reviews Tips, Tactics & Research by Grade.us Founder &B CEO, Jon Hall
ALTRUISM “I write reviews to help others have good experiences or avoid poor ones.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
JUSTICE “I want to punish the business for treating me unfairly or poorly.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
RECIPROCITY “I want to reward that business for going above and beyond.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
RECOGNITION “I write reviews to win distinction as a top contributor on [Yelp, Google, etc.]” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
SOCIAL IMAGE “I share my whole life on social media.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
SELF EXPRESSION “I like expressing my opinions and finding like minded people online.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
PERSONAL INTEREST “The world wide web is my diary where I keep track of and document everything.” The Marketer’s Guide to Customer Reviews, by Grade.us Founder &B CEO, Jon Hall
Create strategies that remind customers to share their experience online.
