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Archive for reputation management

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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Negative Customer Reviews: Avoid These Deadly Mistakes

Deadly mistakes you want to avoid when handling negative customer reviews

No one, no small business owner wants to see negative customer reviews. They can be so totally disheartening, annoying and quite shocking.  If you can take a step back they can also provide you with some honest feedback about areas of your business that you may be blind to. This isn’t always the case but important to take a look and be honest with yourself.

Online reviews are here to stay so it’s best to know how to handle them correctly and how not to handle them.

Here are some common mistakes business owners make in handling negative customer reviews

1. Don’t Get Emotional

One of the biggest mistakes a business owner can make is to take negative reviews extremely personally. While negative reviews can be hurtful, it’s important not to get swept away into an emotional state of depression, anger, self-pity or hopelessness. If you have a few negative reviews amidst a lot of other positive ones, realize that these are just the opinions of a minority. Also understand that people need to air their grievances and possibly found the easiest way to do it was online. By having a sober and objective view about negative publicity, you will be able to better tackle the problem in a calm, organized and respectable manner than if you are on an emotional roller-coaster.

2. Don’t Fail To Research The Complaint

KNOWLEDGE IS KEY: One of the key weapons in dealing with negative reviews is having an arsenal of factual information about the business transaction that resulted in the negative publicity. However it’s easy to get impulsive and immediately respond to a negative review without checking your facts. This can only lead to false assumptions and further public embarrassment as you will come across as a business that doesn’t know what it is talking about.

Getting your facts right is also critical in knowing whether the negative review was accurate or inaccurate.

  • Were your employees really rude to that customer?
  • Did that package go to the wrong shipping address?

If your facts reveal your business messed up, you will need to apologize and rectify the situation and if the client was the problems, you can still approach them with a mind to helping them see your side of the story.

3. DON’T Be Defensive

Another big mistake is being overly defensive and seeking to pass blame to everyone but your business. One of the marks of being defensive is getting involved in a back and forth online shouting match with your customers. This is definitely not the way to go because first of all, you have an online audience witnessing your tirade and secondly everyone expects your business to be professional and take the high ground.

As you engage, maintain a respectful, truthful and objective approach as this will most likely win over your negative reviewer and other online users

4. Don’t Ignore The Review

Take your head out of the sand!!

Just as bad as being defensive, is being flippant and ignoring negative reviews. Every negative review is worth taking a look at and worth rectifying to the best of your ability as a business owner. By burying your head in the sand and ignoring what people are saying, you are only setting up yourself for a major storm ahead. It’s always best to nip bad publicity in the bud and save yourself a lot of trouble and money down the road.

As I said, customer reviews are here to stay.  It is important to be on top of them.  The good and the bad!

crconlinemonitor3Check out our online monitoring service — we monitor your reviews, we help you generate new reviews and we help you handle the good, bad and the ugly!!

www.MeetWithDonna.com

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

reputation

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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Your Online Reputation

Why is Your Online Reputation Important?

As a business owner, you probably already know what your online reputation is. It’s common sense, isn’t it? It’s the a5impression your company gives, and what people think of you, when they’re surfing the Web. But, your online reputation is much more than just that. And just like your reputation offline, your online rep is something that you can control pretty easily.

star5 (7)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?

Your Online Reputation
Matters
!

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.

ecoverPick Up Your Copy of The Online Reputation Guide:




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What is YOUR Business Reputation?

reputation managementHave you ever wondered if your business reputation was being trashed?

Do you know what people are saying about your business?
Your business reputation is important. You need to know what is happening to your reputation. Well you need to.

With the Internet there are many places that people can post a complaint as well as a good review. But do you know where they are and what they say?

It simply isn’t worth the risk to stay in the dark.

Your Reputation Is YOUR Business

It’s important to know exactly what is out there about you; 1 – You can improve anything that seems to be a ‘sore point’ in your business to increase customer satisfaction overall 2 –

You can stop an ‘outbreak’ of bad feedback from one disgruntled customer that could stop your business in your track. You can of course, set up a Google Alert and find some of the problems. But not all.

It has been a challenge to find it all.

NOW you can track EXACTLY what people are saying.
The best part is that it is not going to take you hours and hours of research.
Now, there is a system, a software actually, that I found that monitors your reputation for you.
Its important to keep on top of your social presence and image.

This software — easy to use and set up, not only monitors your reputation but it can also monitor your keywords. (or your competition).
I started using it and found some key pieces of new press that went out for direct competitors. It was helpful and useful to my business.
I can check in on the software each day and deal with anything that comes up right away!

If you are wondering about your business reputation, STOP and find out!!

Click the link below to learn more about why reputation management is so important and how ignoring it can literally destroy your business overnight.

Protect Your Biz