2019 MarketingBitz Bootcamp (Washington, D.C.): Managing Your Online Reputation
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These slides were presented at the 2019 MarketingBitz Bootcamp in Washington, D.C. on January 16, 2019.
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2019 MarketingBitz Bootcamp (Washington, D.C.): Managing Your Online Reputation
- 1. Five Star State of Mind
- 2. When was the last time you used reviews to make a decision?
- 4. Consumers use online reviews to make informed decisions. CONSUMER BEHAVIOR
- 5. BrightLocal 2018 Consumer Review Survey: ● 86% read online reviews ● 95% 18-34 year olds read online reviews ● 91% trust reviews as much as personal recommendations
- 6. Claim + Actively Manage Your Page: Biz.Yelp.Com
- 7. Honest question: do you embrace customer feedback?
- 8. POP QUIZ Are most online reviews critical?
- 9. Nearly 80% of reviews on Yelp are good to great. CONSUMER BEHAVIOR
- 10. Top 3 Tips For Online Reviews
- 11. Actively listen, identify trends and join the conversation to gain consumer trust.
- 12. 1. Actively listen: Find where people are already talking about you online. SET GOALS FOR CUSTOMER SERVICE EXCELLENCE Social media, review sites, discussion boards, forums. Start with simple tools like Google alerts and social listening platforms. From Hooutsuite up to NewBrand Analytics from Sprinklr.
- 13. 2. Identify trends: Look for themes across your reviews. SET GOALS FOR CUSTOMER SERVICE EXCELLENCE Pricing and value Food and beverage Service Facilities and amenities General experience Pick-up and delivery
- 14. IMAGE Complaints: Canary In Coal Mine
- 15. 3. Join the conversation: Respond to positive & critical reviews. DEVELOP A STRATEGY FOR DEALING WITH CUSTOMER FEEDBACK 89% of consumers read businesses’ responses to reviews
- 16. Respond to critical reviews. DEVELOP A STRATEGY FOR DEALING WITH CUSTOMER FEEDBACK 02 Inaccurate 01 Legitimate 03 Rant Public CommentPublic CommentPublic Comment Direct Message
- 19. Claim and manage your free business page at biz.yelp.com Complete your profile Add high quality photos to grab the attention of customers Do respond to all reviews within 24 hours Explore paid options to boost leads and customers Best Practices Checklist