Monthly Archives: August 2013

My Top 3 Tips For Managing Your Online Reputation

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A Reputation That Took Decades to Build Can be Threatened by a Single Event You may find yourself in the unfortunate position as the victim of a coordinated attack on your business using social media, which is a horrific situation for anyone who has lived through it. Negative reviews are bad for business and no-one disputes this reality.  However, when you understand how to leverage online reputation, and in particular, your online reviews, they can be very powerful and very profitable. #1 Evaluate your brand promise versus reality.  What are you saying in each and every marketing message?  What do people expect when they shop with you?  Is there a disconnect between the customer experience and your promise? If yes either change your brand promise or fix the disconnect.  This could mean training, replacing people, investing in upgraded equipment, renovating and so on. Remember… each and every touch point someone has with your business is marketing.  Be sure it is consistent with their experience otherwise your reputation — both online reputation and offline reputation — will suffer. #2 Claim your accounts.   If you have not claimed your Foursquare, Yelp, Urban Spoon, Google Places, Facebook, Trip Advisor and other accounts where people are reviewing you, do it immediately and start responding to the reviews. When you read a great review, thank the person for taking the time to comment, be humble but reinforce your brand promise and ask them if they would like to call out any employees who made their experience so you can properly recognize them. By doing this […]

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