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Archive for online reputation

Starbucks Reputation Challenged Quickly

One Incident Can Shift Your Online Reputation Quickly

This last week Starbucks had a terrible incident of racism on the part of an employee and customers. Starbucks quickly went into crisis management mode, closed their stores for an afternoon of training across the country, and apologized to the men involved.

The internet quickly went wild and soon there were reviews coming in about the store. Lots of them and they were not good. Yelp tried to figure out how to handle the response because online harassment of businesses is not their goal.  Here’s the full article on Fast Company: HERE

What could your business tolerate?  How do you protect your reputation?

As a business owner, you probably already know what your online reputation is. It’s common sense, isn’t it? It’s the impression your company gives, and what people think of you, when they do business with you. People on the Web check your reputation to determine IF they want to do business with you.

Your reputation is key to your business. Imagine, dealing with an incident and an online backlash.  A nightmare for a business.

Let’s be clear, yes, Starbucks employees created an incident.  Police mishandled it.

Do you really know what your online reputation is? Do you know what customers are saying about you and your product or your service? Do you know how to fix it if there is bad publicity out there about you or your company? And, maybe most importantly, do you know how to protect your online reputation from being tarnished?

There are now thousands, even millions, of ways for complete strangers to communicate and talk to each other online. Without your knowledge, these people could be posting negative comments about your company, writing negative reviews about your product or service, talk up your competition, or possibly even create a hate site regarding you and your company. How does this affect you?

The first and most obvious way is that other customers could see this and be turned away from your product or company based on just one thing they see online. But there’s even more to worry about than the customer. What if business partners saw a review posted on your alleged bad business practices? You could lose investors, and maybe even future income should that partner be so put off by what they saw that they pull out of your company. What if prospective employees researched your company and decided not to apply because they read a negative blog post posted by a former, angry employee? You could lose a great asset for your company simply due to a disgruntled employee.

Yes, your company’s online reputation affects it, and everything it does. And once you really stop and think about it managing, protecting, and building your business’ online reputation can be a pretty messy matter. But it doesn’t have to be. There are plenty of resources out there that are available to help you and your company, and this report is one of them. Taken step by step, and little by little, your business’ online reputation can be managed, protected, and built into what you need it to be.

Order a comprehensive report for your company –>> HERE

Pick up a copy of our reputation management guide:

 

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Getting Customer Reviews

How To Get Audio/Video/Photo Customer Reviews For Your Small Business

Customer reviews can be so helpful to a company.  Video and photo gives you an added advantage of add authenticity to the review as well as search engine ranking power.

customer reviewsAn often overlooked method of collecting online customer reviews is through videos and photos. With so much emphasis on written reviews, no one bothers thinking about video and image reviews yet they have a more powerful influencing effect than text due to their visual and audio benefits. A majority of people take in information better and actually enjoy doing so when it is present in picture or video format. Cell phones give you an easy way to collect both video and photo’s for your reviews.

As with anything there is a right way and a wrong way to collect video and image reviews. Let’s start with how NOT to do it. Do not try recording videos or shooting photos of your customers on an ordinary business day at your shop. There will be no excitement necessary to portray all the right mix of emotional energy to make the review enjoyable and convincing.

The right way to do it is to capitalize on an event that is taking place at your business or being sponsored by your business. Events include:
* Parties
* Concerts
* Product Launches
* Store Openings
* Holiday Celebrations such as Halloween, Christmas, Independence Day
* Community Events
* Fundraisings
* Sporting Events
* Family Fun Days
* TV Coverage of your business such for a show.

These are all opportune moments to take video footage and photos when your clients are exhibiting positive emotions – they are excited, attentive, entertained, astonished, cheerful, engaged and relaxed. If asked a question about your business, they will be able to naturally and enthusiastically give a positive customer testimonial. You can easily set up an area for shooting the short 30-60 second reviews.  Have someone else record the videos so that customers don’t feel uncomfortable.  But when you are at a special event, you have your fans there! These are the people you WANT to give you reviews.

With their permission, you can post these videos and photos on
* Your website
* Your facebook page
* Your YouTube channel
* Your review site and business directory profiles

Videos do not have to be lengthy – in fact the shorter they are the better. A 60 second video clip is just the right length. While you may think you need expensive equipment to make this happen, a simple point and shoot digital camera or a good quality mobile phone camera will do the trick. You want your videos to look amateurish because that makes them look more credible. Super professional videos just look fake and hard to believe so it’s best to keep it simple and believable.

Start adding video reviews to your website.

With some cool plugins you can have a carousel of video testimonials.

crconlinemonitor3You can also ask people to add reviews on social media sites.

OR of course, we are glad to help you.

If you want assistance getting your customer review program started…..

Set up a consult with me: www.MeetWithDonna.com

Your Reputation is On The Line

How to Assess Your Online Reputation

Have you ever checked your reputation online.  The online world provides a totally different reputation management challenge than the past. It is critical that you check yourself out and that you monitor your reputation ongoing.

reputationwordleAssessing your online reputation is easy, really. Just search for your company online and see what you find.

Make sure that when you’re looking, you check with different search engines. The different engines have different requirements for keywords and work slightly differently than the others. Because of that, you need to make sure that you’re searching not only general search engines such as Google, Yahoo, and MSN; but also the metasearch engines such as Info.com, Dogpile, and WebCrawler.

To check your online reputation what should you be searching for?

Well your name is an obvious one, especially if you’re the CEO or the President of a company; and you’ve probably already guessed that you should search for your company name as well. But along with those, also search for your brand, your product, your employees (especially those that deal with the public a lot,) as well as your brand and any usernames that you may use in association with your business.

Also remember while you’re searching your company that search engines are very often personalized right now, meaning that the results you see will probably be based on at least your location, as well as you or your company if you’re signed into that particular search engine. For example, if you’re signed into Google and search for your own company name while you’re signed in, you may only get to see results of material you’ve written, or material that you already know is out there. What you want to find of course, is the material you don’t already know about and that could be negatively affecting your business.

Once you’ve done some searching and found some results, what are you supposed to do with them? You need to track them! Create a spreadsheet that you can reference at any time, and put the following information on it, in this order: position in the search engines (was it the first, second, fourth, etc. result); the URL that has the publicity; the type of publicity (whether it’s good, bad, indifferent, or not about you); and the general sentiment behind the posting. Perform a search on each keyword (your name, your company’s name, etc.) As you search, record the first 30 results that you found on your spreadsheet, regardless of the sentiment behind them.

After that, it’s just a matter of finding the positive results and utilizing them to their full advantage; and finding negative results and fixing them as quickly as possible.

We can help you check your online reputation. Run your complimentary report today:

www.GetMyLocalScore.com

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If you decide you want help let us know.  We have a full service concierge service to help you to monitor and manage your online reputation.

Complete the initial request form here:

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