Managing The Reputation of Your Business

Managing the Reputation of Your Business

The continued growth of social media has subjected businesses to a great deal of publicity, some good, some not so good. If consumers are not happy with any product or service, they can very easily go online and vent their anger on a business Facebook, Instagram, Yelp, Twitter, LinkedIn pages, and let’s not forget Google. Even if you’ve done your everything that you can to provide amazing customer service, you won’t be able to please everyone, every time. That’s why as a business owner, it’s critical for you to have a comprehensive business reputation management strategy in place so that when the bad publicity hits, and at some point it will, you already have a plan outlined to minimize the damage.

 

Business Reputation Management

Here are some of the key online reputation management do’s and don’ts you should be aware of:

Business reputation management claim your social media profiles

 

Be sure to claim your business on Google, Yelp, and other important industry-specific platforms that could be relevant to your business like TripAdvisor, Vitals or OpenTable — and if you don’t already have one, create a Facebook page. Even if you haven’t taken the time to setup these social accounts yourself, customers have the ability to do it for you, so the pages may already exist and you don’t even know it. When you claim your business, make sure the pertinent information like your phone number, address and other contact information associated with it is accurate. After you have claimed your business profiles you are going to want to start optimizing them on each of these platforms. Make sure to add your company description, high-quality images, videos, contact information and a link to your website.

Check out our blog on how to create your Google My Business listing.

 

Reputation Management Understand Your Target Audience

 

This might be obvious, but it’s a frequently forgotten step: understand who your target audience is before trying to market to them. This includes everything from location, demographics, purchase behaviors, needs, and any other characteristics that you need in order to construct a specific buyer persona. Knowing your target audience is going to help you set the appropriate tone, subject matter and content that you plan to share with them. This will help you to obtain maximum results from your online channels.

 

Reputation Managment Don't Market to the wrong audience

 

Advice here is the same as with the advice above. Once you understand precisely who your target customers are, be sure not to waste time and resources chasing ones who are unlikely to frequent your business and most importantly convert. Plan out your communication strategy and review so you’re not just throwing marketing fluff into the wind, not to mention your hard earned money. Targeted, data-driven campaigns with clear, tangible goals are the most likely to succeed.

 

Reputation Management Engage with your target audience

 

Customer engagement is crucial. Take full advantage of the online interactions by having conversations with your customers, in real-time, wherever they are. Comment on their social media posts and publish interactive posts of your own that get them talking to you and each other. Regularly ask for their input and feedback, and be sure to respond promptly and productively to their complaints. The more authentic conversations that are out there and available, the better; customers are going to rely more on the opinions of their peers than learning about your brand from advertising.

 

Reputation Management Do Not Ignore Customer Feedback

 

When consumers make noise about a business, it often means they either love it or hate it. Although negative feedback can be frustrating, don’t make the mistake of turning your back on it and hope it goes away. It not going anywhere so take advantage of the potential opportunity to turn it around. Instead, make a point of sympathetically responding to customer complaints regarding negative experiences. This can stop complaints from turning into catastrophes and turn negative reviews into positive interactions that won’t steer prospects away but instead draw them to you. People know every business makes mistakes, it’s how they positively remedy them that counts most.

Check out our blog, Negative Online Reviews – Don’t Ignore Them.

 

Reputation Management Manage Complicated Customer Issues Offline

 

When you engage with an angry customer, let them know publicly that you are fully committed to resolving their issue — this way, other customers who are watching the post or review, and trust me they are watching, know you care about your customers. However, working through the whole issue in one long public thread is hardly ever the best approach. This usually just escalates into a heated argument that solves nothing. Instead, provide the name and contact information of the employee who will work with them to resolve their issue, and make sure that person is available immediately to provide comprehensive support. Handling problems in this manner has even shown that it can lead to the customer deleting or editing their original post or review.

Check out our blog, Turn Your Negative Online Reviews into a Win for more insights on why you need a Reputation Management Strategy.

 

Reputation Management Do not try to sell with every message

 

Don’t add pushy marketing messages when responding to customer reviews. The simple fact that you are responding to customer feedback is the positive message — just let them know that you appreciate the fact that they took the time to share their experience.

 

Reputation Management Always Show Gratitude

 

Most importantly, always be thankful. Your brand’s success and reputation depends upon your customers, so wherever possible, show your appreciation for them. Responding to positive feedback is as important as managing the negative.

 

Reputation Management Do not argue with customers

 

Always be professional, sympathetic, and avoid disagreeing with the customer, even if they are actually in the wrong. The best route is to always try to clear up any misunderstandings with patience rather than getting defensive, remember other customers are watching. This demonstrates confidence and authority, strengthening trust in your brand.

 

Reputation Management Do not take happy customers for granted

 

Happy customers are the ones who enthusiastically promote your brand without expecting anything in return. You are going to want to try and show them some appreciation on a regular basis, whether this is through a customer loyalty program or special promotions based on their past purchases. Little gestures of gratitude like these keep your business at the forefront of their mind and reminds them why they do business with you in the first place.

 

Reputation Management Do not let negative reviews get you down

 

Don’t forget, negative reviews are still honest, genuine feedback on how your business is doing, and that is very useful. Consider them constructive criticism, and work on improving in certain areas based on their comments. Negative reviews also lend credibility to all the good reviews you have, providing transparency that customers value. Nobody expects you to be absolutely perfect, at some point you’re going to make a mistake. It’s all in how you deal with it and learn from it.

Check out our blog on Review Responses and Local SEO for more insight on a Reputation Management Strategy.

 

In closing the reputation of your business is by far one of your greatest business assets if it’s managed effectively. It can be a lot of work, but there are ways to make it manageable. If you are looking for help or guidance with defining your Reputation Management Strategy or are wondering how you manage and improve your business reputation, make your customers happy, and get more customers — the answer is super easy. Just book a call with us for a free discussion, we can talk about your challenges, where you are doing great, and how we can help you streamline everything.

Take charge of your business’ reputation and show people that your business is active, reliable, and trustworthy.

As always, drop me a line if you have questions and be on the lookout for our next blog.

 

Ken G.

 

Negative Online Reviews – Don’t Ignore Them

Positive engagements are going to build loyalty and trust. This also applies to negative online reviews as well. Negative online reviews, while not exactly something you want, they provide an opportunity creating a positive online reputation for your business, so don’t ignore them. Many businesses dread negative reviews without understanding that when managed correctly, they can help to create a positive impression among your customers. In this article, we will help you deal with customers who’ve left a negative review on your Google My Business profile. We’ll give you the tools you need to make sure these reviews don’t hurt customers’ perception of your business.

Negative Online Reviews – Don’t Ignore Them

Why do customers post negative reviews

If you get a negative online review for your business, it does not mean that your product or service is terrible. No matter how good your business is, not all customers that you work with are going to leave your business happy. Though you can’t prevent every bad review, you can make sure that you are prepared for when it does happen, because it’s going to. Having a plan in place for responding to negative reviews will prepare you for the inevitable.

Negative Online Reviews – Don’t Ignore Them

 

I get it, you feel frustrated when you get a negative online review, but use it to your advantage. Believe it or not, having a good mixture of positive and negative reviews can prove that your reviews are genuine. Trust me, I get it, no business owner ever wants that negative review, but look at it as an opportunity to show just how much you care about customer service.

It has been proven that consumers will trust reviews more when they see a mix of positive and negative online reviews left by your customers. I know, seems backwards right? You would think that having nothing but 5 star reviews would make you look like an absolute rock star, but consumers may perceive this as suspicious.

Do you know how many fake online reviews were bought and paid for in 2020? According to the Harvard Business Review, an estimated 4.5 million sellers sourced fake reviews from Facebook groups.

Why You Should Respond to Negative Reviews

 

About 92% of potential customers, and existing ones, are watching to see how you respond and handle the situation, it shows that you care about customer experience and service. Roughly 40% of those potential customers are going to use your online reviews to form an impression of your business’ reputation.

Why You Should Respond to Negative Reviews

 

 

Changing Perception of Prospective Customers and the Reviewer

If something went wrong, or didn’t meet the expectation of a customer, (even if you don’t necessarily agree) by taking the time to address the negative review with the correct response you can turn it into a positive outcome. Your business will earn trust and be viewed more positively just by listening and addressing the issue that was pointed out in the negative review. A recent study has shown that 7 out of 10 customers changed their opinion about a business after the business owner responded to their negative reviews. This does come with expectations though, but again manageable and it can be turned into a positive outcome.

Business integrity, the view that is seen online, can be very easy to lose if you do not address quickly. Also, just be understanding and offer an apology when it appears necessary. My suggestion, have a few responses prepared that would cover negative experiences so that you can immediately respond by just updating a few items rather than having to come up with a new response if it happens again. That will help in most situations, but will not obviously not cover some, it’s a quick response that may potentially be a factor in determining the outcome. Again, this response, lack of response, and time that it took you to respond are all factors that can be seen. Make sure that you are putting as many positive +1’s up for your business as you can, they will add up quickly if you pay attention.

When responding to the negative review, stay calm, cool, and don’t panic. Respond to the reviewer in a tactfully and keep them engaged until the issue has been resolved. Once the issue is resolved and if handled correctly it is absolutely ok to ask the reviewer to edit the review or delete it altogether. Check out our steps to help your turn a negative review into a positive win for your business.

 

Keep the Positive Reviews Coming

Responding to negative reviews is extremely important, as is minimizing the negative publicity it could create for your business. It is equally as important to keep the positive reviews coming in for your business. Make sure that you are staying on top of sending out the requests to your customers. It is not unheard of to get a 70% response rate when satisfied customers are asked for a review, it’s all about the timing. You are going to want to send those while the experience is fresh in their minds, don’t wait until it’s too late.

 

Responding to negative reviews is extremely important

 

 

How Should You Respond to a Negative Review

Again, respond tactfully and try to turn the negative experience into a positive one. Below are some helpful tips on how to handle responding to negative reviews.

  1. Apologize – By apologizing, you are showing your customers that you are hearing them and are trying to acknowledge their concerns and care about their experience. This is where you make it crystal clear that you are willing to provide a fantastic experience for each and every one of your customers.
  2. Offer a solution – A solution to the problem is more than just you apologizing. Your solution has to show that you have put an effort into the response and not just copying and pasting a template that you had just sitting around. Make your response a personalized one to show them you care and are sympathetic to the situation.
  3. Take the conversation offline – In the event that you have a very angry customer, offer to speak to them offline and let them know that this will allow you to resolve the issue much more quickly.
  4. Thank you – Make sure that you let the customer know that you sincerely appreciate their time and feedback. Let them know that this experience will help you build a stronger business and continue to improve your customer experiences.

Offer a solution when you Respond to a Negative Review

Potential Fake Review?

If you feel that one of your negative reviews is fake, make sure you do your homework before you take action. You don’t want to overlook something and accuse an actual customer of leaving a fake review just because it was a negative one. Now, if you have done your due diligence and are absolutely sure the review is not from an actual customer, flag it and request that Google remove it.

After you have done this make sure that you respond to the suspected fake review to ensure that your potential and existing customers understand why you think it is a fraudulent review. Check out the example below.

responding to a suspected fake online review

 

 

responding to a suspected fake online review

 

 

How to Avoid Negative Online Reviews

Negative reviews are inevitable, they are going to happen at some point if they have not already. However, you can work to limit the number and frequency of negative reviews just by focusing on great customer service and letting them know where they can provide feedback. This feedback can be done on platforms such as Twitter, Facebook, your website contact form, or any other ways that would make it easy for feedback to be left. Let your customers know that customer service is extremely important to you, and how they can get in touch with you to resolve issues quickly rather than feeling that they have no alternative other than posting a negative review.

Final Thought

I want you to think about a negative online review from the perspective that I am about to explain. Hopefully what I am saying will make sense to you even more and you seriously think about this.

Put yourself in the shoes of a customer, if your perception (pay attention…this it is really all that matters) of the experience that you had with a business was impactful enough for you to take the time out of your day to leave a negative review rather than just blowing it off and never shopping with a business again, obviously you want everyone to be aware.

How many times have you been a customer and had a less than positive experience? Then rather than never spending your money with that business again took the time to actually leave a review, seriously – think about that. When and if you did leave a negative review, how passionate were you about making sure the business owner and other potential customers that saw your review would actually use your experience in deciding whether or not they should choose this business?

Think about how many times that you would have just walked away feeling like you were giving that business more of your time that they didn’t deserve. Now think about the one time that you felt passionate enough to make sure your feedback was absolutely necessary. Hopefully I’ve given you something more to think about regarding negative reviews. If you want more insight on them, how to respond to them, reach out and I’ll share my approach. Yes, I actually gave it a name.

I’m just being realistic here, I believe in online reviews 100% and I rely on them every single day. When I am looking for something I need on Google, I’m not shopping for groceries or toothpaste, I am looking for something very specific. I look at the reviews of every business I choose to view the product I am looking for on. I will even go as far to Google the name of that business and the word reviews, because I know Google is not the only place that reviews can be left. Yes, Google is going to be the decision maker in a Google search, but there are literally over 150 review sites that customers can leave business reviews on.

Seem like a bit much to you, maybe, but if you’re a business owner a light in your head just went off. If it didn’t let me flip the switch for you, how can I get all of my business reviews into one location if they are on multiple review websites? How does that help me on search results? Hope that helps drive my point home, if you want to see it in action I’ll show you what your business looks like and how inexpensive it is compared to the results you get from it.

If you think positive reviews are hard to get then we should talk. Yes, if you are not actively using an online reputation management strategy, you are much less likely to get the reviews you deserve. Don’t let a negative experience have a higher likelihood of your business receiving a review than a positive one.

Take charge of your business’ reputation and show people that your business is active, reliable, and trustworthy.

As always, drop me a line if you have questions and be on the lookout for our next blog.

 

Ken G.

 

Review Responses and Local SEO

I’m sure you’re wondering, as many others have, do review responses really help with getting new customers and Local SEO results? Well, the short answer is yes it does help with both aspects. After reading this article, if you are interested in a free 30 day trial of our automated solution all you have to do is request that we get it setup for you. After that we will take care of everything for you after a few questions.

Review Responses

Customers trust online reviews, 92% of them are going to read reviews before making the final decision to make a purchase.

Show current and potential customers that you engage with and value customer feedback by responding to reviews that have been written for your business. After all, a lot of customers are going to form their initial impressions of your business based on your reviews. If a business takes the time to thank happy customers or offer an apology to unhappy customers and attempt to fix the problems that were experienced, they show just how important customer service is to them.

Statistics show exactly how important review responses are, 53% of customers expect a business to respond to them on a review site. Responding to reviews also increases the number of customers that will recommend your business to people that they know. The research shows businesses experience a 16% boost in customer advocacy after they deal with negative reviews. So, again, responding to reviews is extremely important to getting new customers and not to mention the boost your business gets from responding.

Ranked Brain Review Responses Template

Review Responses and Local SEO

Review Responses Local SEO Importance

 

You are not just helping your business with how customers view you by responding to reviews, it helps with search engines as well. Google is on a mission to ensure that customers are getting the best results for search queries. Delivering reliable search results is often influenced by the exact same factors that a customer would use to determine if a business was trustworthy.

Diversity, recency, and the quantity of reviews are all signals that are considered by Google’s search algorithm. So, if you want to make sure that your business is being discovered, start paying attention to these factors and how well you are performing based on the criteria.

Google does not just take those reviews factors into consideration. Just remember, the reviews are going to help your business appear more trustworthy to customers. That is going to naturally help you with the results from search engines as well.

Taking it straight from the Google My Business support page, Google states that businesses should “interact with customers by responding to reviews that they leave about your business.”  Responding to reviews that customers leave about your business shows that you value your customers and the feedback that they leave about your business.” This is followed by “high-quality, positive reviews from your customers will improve your business’s visibility and increase the likelihood that a potential customer will visit your location.”

When you respond to reviews, the rewards your business will get from customers and Local SEO are going to pay dividends. Your business is going to have a much higher chance of turning up in the local pack results, which are the first 3 businesses that show up in the Google search queries

Let’s be realistic, responding to reviews can sometimes be a difficult task. Giving each review a personalized response can be very time consuming. With all of the work that running a business requires, responding to reviews can be something that easily gets dropped in priority or simply forgotten about.

Not only are the review responses important, but the time-frame that you take to respond to them is also a factor. Research has shown that customers expect businesses to respond to reviews within 24 hours, especially if it is a negative review. If you let that initial 24 hours slip by without responding, chances are it’s too late to change the mind of the reviewer that left it.

So, how can you set your business up for success with all of these expectations around reviews, responses, SEO benefits? There are solutions available that will help automate some if not most of these tasks and they can help improve your brand perception at the same time, which will help attract new customers.

Tools That Can Help Your Business Stay on Top of Review Responses

Responding to your business reviews on large platforms like Google and Facebook can already be difficult enough. But business owners have a lot of other websites to worry about, not just Google and Facebook. There are hundreds of different review sites on the Internet that customers could potentially be leaving reviews on.

Staying on top of your customer reviews is important to manage brand perception and help your business rank higher on Google and other search engines.

 

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Automatic Review Notifications

Staying on top of customer reviews is important to brand perception and helps your business rank higher on Google and other search engines. With so many reviews being posted about your business all around the internet, it can be hard to keep track of all of them. Just paying attention to Google and Facebook is hard enough, but you also have to make sure you’re responding to reviews from the hundreds of smaller review sites where customers may be posting about your business.

For negative reviews, it’s crucial to give customers a response as quickly as possible. If you wait too long, it might be too late and the customer might have a bad opinion about your business that cannot be changed. However, if you do get to the customer in time, you can turn their negative experience into a positive one. That means you need to know the second a bad review is posted.

Ranked Brain’s solution gives businesses automatic review notifications when reviews are posted. In your business’s dashboard, you can monitor more than 150 sites. You can choose the sites that are most important to you, then have the ability to respond automatically. You can also choose specific situations to get notifications.

With automatic review notifications, you can make sure that you are responding to reviews within 24 hours. While it’s easy to miss reviews, automatic notifications ensure that every single review you want to see is brought to your attention.

 

Review Templates and Automated Responses

 

Ranked Brain Automated Online Review Response Templates

 

You and your employees are busy with all the work it takes to run a business. You don’t have time to respond to every review. With response templates, you don’t need to.

Our solution has response templates that you can use as soon as you alerted of a review. We build a variety of positive and negative response templates to lessen the work that businesses need to do.

Some people worry that templates might quickly get repetitive. Ranked Brain gets around this problem by offering lots of different templates and the ability to create your own. You can also set rules so that the same template is not used for consecutive reviews.

Ranked Brain Automated Negative Review Response

You also have the option of automating the review response process entirely. You can set auto-response rules so you can stay focused on your business operations while promptly responding to every review. With automated responses, you can automatically respond to certain customer reviews with templates.

Of course, response templates and automated responses don’t work great for every situation, as we’ll discuss in more detail in the next section. We allow business owners to set auto-response criteria so that you can choose which reviews to respond to personally.

Response templates can help your business respond to some feedback. Unfortunately, they don’t work all the time. Typically, we only recommend businesses use review responses when they receive 1-star and 5-star reviews.

Response templates work great when a customer is uncritically praising your business. In situations like these you usually just need to give a polite “Thank You” message. When a customer leaves a 1-star review, you typically need to apologize and direct them to an offline forum to handle the complaint.

Unfortunately, automated responses don’t work in more ambiguous situations. For example, think about 3-star reviews. A lot of the time, the reviews praise some aspects of your business’s service and criticize others. A restaurant might receive a 3-star review that says “Although the food was great, the wait was long and the service was awful.”

Reviews like these typically can’t be solved with templates since they are partially a compliment and partially a complaint. A personalized review response must thank the customer for the compliment while also apologizing and promising to fix the problem the customer was upset about.

Because you’re dealing with ambiguity when you have 2-star, 3-star, or 4-star reviews, automated review responses aren’t going to cut it. Most of the time, personalized review responses are necessary for these situations.

Still, it’s easy to fall behind on these responses when you and your employees are busy with your usual tasks. Even if you assign the responsibilities of responding to reviews to an employee, it’s hard to track how often and how quickly responses are coming.

Ranked Brain Automated Online Review Campaigns

 

Ranked Brain also offers a dashboard to manage your online reviews. You can see progress, set goals, where are your business reviews located, and track your performance.

 

Ranked Brain Automated Online Review Dashboard

There’s no one tool that can magically solve the problem of responding to reviews. But by using several tools together, you can make the process easier for you and your employees. With automatic notifications, automatic responses, and review ticketing, businesses can effectively manage customer perception and increase search ranking.

Get your 30 day free trial today!

As always, drop me a line if you have questions and be on the lookout for our next blog.

 

Ken G.

 

Google My Business Profile – Optimizing

Optimize your Google My Business profile and leverage everything Google My Business has to offer, after all, it is literally the best digital real estate that you can own for free.

Make sure you fill out your entire profile

When you are filling out your profile you want to make sure that you are giving Google as much pertinent information about your business as possible. Here is why this is so important, it makes it easier for Google to correlate your business to searches that customers are doing. It’s the absolute best way to improve your search rankings.

 

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Google states that “Local results favor the most relevant results for each search, and businesses with complete and accurate information are easier to match with the right searches.”

So what should you make sure is up to date and correct at all times? Your contact information, relevant information such as phone number, website address, physical address, your business category, attributes that are available and applicable to your business. Let’s not forget the use of the right keywords, this is obviously going to help with search results.

Google is going to determine local ranking based on these three factors:

  • Relevance: This is how well your business profile matches what someone is searching for. You are going to want to ensure that you have complete and detailed information about your business to make sure that Google understands your business so that you can be matched to searches that are relevant.

 

  • Distance: How far a potential search result is from a particular search term that was used. If the user doing the search doesn’t specify a particular location, Google is going to calculate the distance based on what they know about the location of the user.

 

  • Prominence: This refers to how well-known a business is. It also is based on information that Google has regarding a business, information contained on the web such as links, articles, and directories. Google is also considering your review count and review score factors into local search result rankings. Google will also consider how you position in web results, so make sure your SEO optimization is high on your list of priorities.

 

Interested in what is trending on Google Search for 2020?

 

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You want people to see what your business is about so, make sure you are posting quality photos

 

When you create your Google My Business profile, you are going to want to add a logo and cover photo, just like you have done with Facebook, Twitter, LinkedIn or Pinterest. If you don’t add these images, it is going to make it very difficult for anyone to for people to recognize your brand online.

Add more photos, not just your logo and cover photo. Make sure that you add photos of your location, products, or anything else you want to make sure is showcased for everyone to see. If you own a remodeling business, post pictures of your latest projects, show them some before and after images. Same approach if you own a restaurant, make sure you post pictures of your food, available menus, and some images of your dining area. No matter what type of business you own, make sure the photos that you are posting are high resolution, not blurry and out of focus. Images should always be crisp and clear.

According to statistics from Google, businesses that have photos will receive around 42% more directions requests and 35% more clicks to take them to their websites.

Not everyone has a huge budget for this, but if you can afford to spend the money, get a professional photographer. Trust me, it will make a difference and in the end it will pay off. If hiring a professional photographer is not something you can budget for then here are some tips on how to take your photos.

Adding photos to your Google My Business profile:

  1. Sign in to your Google My Business profile.
  2. Click the location you want to manage.
  3. Click Photos from the menu.
  4. Choose the photo that you want to add.
  5. Upload your photo from your computer or choose one you’ve already uploaded.

 

Post news, updates, and special offers regularly

 

Information on your Google My Business profile such as your address, hours, and contact info, should always be accurate. Make sure to update this information if it changes.

You can also create posts for your business to keep your customers informed about updates, new products, offers, and events. Depending on your goal, these posts can help keep your profile relevant, drive sales, and encourage visits to your physical or online store.

Create a post on Google:

  1. Sign in to Google My Business and open the location you’d like to manage, for most you will only have one.
  2. From the left hand menu, select Posts.
  3. Choose the type of post that you would like to create from the available options.
  4. Make sure that you enter information accurately in each field. Your content should include necessary details and be concise.
  5. Before you Publish your Posts, always click Preview to double check formatting and spelling. If you need to make an edit, select the back arrow and make your correction.
  6. When you’re ready, select Publish.

 

 

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If the post option you’ve chosen includes an opportunity to include rich media, don’t pass up on this opportunity. According to Google, people will engage more with posts that have photos, videos, or GIFs included in them.

 

Add special features and attributes

Special features are available for Google business accounts, depending on the category you’ve chosen.

Here’s a rundown of category-specific features available:

If you think your business is eligible for one of these features, but you don’t see them, you may have chosen the wrong category. You can choose up to 10 categories for your business.

You can also add factual attributes to your profile to share more info your customers may care about. If you run a shop or restaurant, you may want to share that it’s wheelchair accessible, offers free Wi-Fi, or outdoor seating. You can even share if your company is Woman-Led.

How to add or edit attributes:

  1. From your account dashboard, click Info.
  2. Find Add Attributes and select Edit. Search for the attribute you want to add, or scroll through all the available options for your business.
  3. Click Apply.

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Customer reviews should always be encouraged

People are always going to put more trust into an actual customer review of your services or products over just taking your word. A great review can absolutely be the deciding factor that wins prospective customers. Let’s not forget that reviews will also improve your Google ranking.

My philosophy on this, the absolute best time to ask for a review is after providing a great experience. Customers are more likely to leave a positive review while the experience is fresh on their minds. So make sure you have a strategy that gets the review request in front of the customer. There are a few ways to accomplish this, some use QR codes, others share links to their Google My Business profiles, they range from absolutely free to automated managed services that will send text messages and emails asking for reviews.

 

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You can also create a custom short name to make leaving a review easy. It will look like: g.page/[yourcustomname].

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How to create a custom review URL from your Google My Business profile:

  1. From the GMB dashboard, click Info and then Add short name.
  2. Enter your short name you would like to display. It can be up to 32 characters in length and should be unique. I advise that you be prepared with potential alternatives if the short name you want is already taken.
  3. Click Apply.

When your short name is updated and ready it will be displayed on your business profile.

Responding to reviews

Now to a personal favorite and something that I am very passionate about.

Show current and potential customers that you engage with and value customer feedback by responding to reviews that have been written for your business. Based on a survey that was conducted by Google and Ipsos Connect, businesses that take the time to respond to reviews are considered 1.7 times more trustworthy than those that don’t. This is a very easy way to ensure that you continue to rank and build trust, it literally takes 2-3 minutes to respond to a review.

Positive engagements are going to build loyalty and trust. This also applies to negative reviews as well. Negative reviews, while not exactly something you want, they provide an opportunity so don’t ignore them. Potential customers, and existing ones, are watching to see how you respond and handle the situation, it shows that you care about customer experience and service. If something went wrong, or didn’t meet the expectation of a customer, (even if you don’t necessarily agree) by taking the time to address the negative review with the correct response you can turn it into a positive outcome. Your business will earn trust and be viewed more positively just by listening and addressing the issue that was pointed out in the negative review.

Business integrity, the view that is seen online, can be very easy to lose if you do not address quickly. Also, just be understanding and offer an apology when it appears necessary. My suggestion, have a few responses prepared that would cover negative experiences so that you can immediately respond by just updating a few items rather than having to come up with a new response if it happens again. That will help in most situations, but will not obviously not cover some, it’s a quick response that may potentially be a factor in determining the outcome. Again, this response, lack of response, and time that it took you to respond are all factors that can be seen. Make sure that you are putting as many positive +1’s up for your business as you can, they will add up quickly if you pay attention.

I want you to think about a negative review from the perspective that I am about to explain. Hopefully what I am saying will make sense to you even more and you seriously think about this.

Put yourself in the shoes of a customer, if your perception (pay attention….this is really all that matters) of the experience that you had with a business was impactful enough for you to take the time out of your day to leave a negative review rather than just blowing it off and never shopping with a business again, obviously you want everyone to be aware.

How many times have you been a customer and had a less than positive experience? Then rather than never spending your money with that business again took the time to actually leave a review, seriously – think about that. When and if you did leave a negative review, how passionate were you about making sure the business owner and other potential customers that saw your review would actually use your experience in deciding whether or not they should choose this business?

Think about how many times that you would have just walked away feeling like you were giving that business more of your time that they didn’t deserve. Now think about the one time that you felt passionate enough to make sure your feedback was absolutely necessary. Hopefully I’ve given you something more to think about regarding negative reviews. If you want more insight on them, how to respond to them, reach out and I’ll share my approach. Yes, I actually gave it a name.

I’m just being realistic here, I believe in online reviews 100% and I rely on them every single day. When I am looking for something I need on Google, I’m not shopping for groceries or toothpaste, I am looking for something very specific. I look at the reviews of every business I choose to view the product I am looking for on. I will even go as far to Google the name of that business and the word reviews, because I know Google is not the only place that reviews can be left. Yes, Google is going to be the decision maker in a Google search, but there are literally over 150 review sites that customers can leave business reviews on.

Seem like a bit much to you, maybe, but if you’re a business owner a light in your head just went off. If it didn’t let me flip the switch for you, how can I get all of my business reviews into one location if they are on multiple review websites? How does that help me on search results? Hope that helps drive my point home, if you want to see it in action I’ll show you what your business looks like and how inexpensive it is compared to the results you get from it.

If you think positive reviews are hard to get then we should talk. Yes, if you are not actively using an online reputation management strategy, you are much less likely to get the reviews you deserve. Don’t let a negative experience have a higher likelihood of your business receiving a review than a positive one.

Now that I am done with my reviews rant, make sure to answer questions. Absolutely anyone can respond to a customer question left on your Google My Business profile. If you don’t have the app on your phone, get it and make sure the notifications are on. There are going to be questions that you want customers to respond to and there are going to be ones that you want to respond to personally, don’t let someone else make that decision for you because you aren’t paying attention. Take charge of your business reputation and show people that your business is active, reliable, and trustworthy.

As always, drop me a line if you have questions and be on the lookout for our next blog.

 

Ken G.

 

Google Changes in 2020 That You Should Review

Introduction

Google made over 3000 updates and changes to its search engine last year alone, once again proving that Google search engine is constantly evolving.

As a business owner, you need to update your knowledge of how the search engine works by keeping up with Google changes. SEO in 2020 is going to be all about your site’s E-A-T, which stands for Expertise-Authoritativeness-Trustworthiness. So for your content to have a high ranking in search you need to be an expert on the topic (think tons of relevant content), you need to be able to speak with authority (think well-researched content that adds value) and you need to be trustworthy (think backlinks and citations). Sounds easy, right? If the content on your site abides by these three rules, you have nothing to worry about.

While that’s easier said than done, the first step in the process is understanding the changes. Before you rush to work on your content, let’s understand Google Changes in 2020 and what you as a business owner need to know.

Changes In The Search Algorithm

Google’s search engine is constantly evolving and getting smarter. In late 2019, Google updated its algorithm based on BERT (or bidirectional encoder representations from transformers, phew now there’s a mouthful). BERT uses Artificial Intelligence (AI) and a massive data set to help understand what people are searching for. Where a few years ago it only caught keywords in search, today the search engine also understands relevancy. Each update and change makes the algorithm smarter and the search engine better understands the end user’s (your customers) search intent.

Pandu Nayak, Google VP of research, said “This is the single biggest… most positive change we’ve had in the last five years and perhaps one of the biggest since the beginning.”

What does this change mean for your business?

Just stuffing your content with keywords won’t achieve good results. BERT is reading your content closely to understand how well your content matches with search intent. Work on creating top-quality content for your
customers, and not for the search engine. If your content is genuinely providing value, it will rank.

‘Local’ And ‘Near Me’ Searches

Studies show that 92% of customers choose businesses on the first page of search results. Google said that the number of mobile searches checking for local businesses grew by over 250% between 2017 and 2019. According to Google, there are three factors that matter when it comes to ‘near me’ searches: distance, prominence, and relevance.

What does this change mean for your business?

Keep your listings accurate and consistent across the web. Adding information and keywords that help Google understand relevance is important.

No Such Thing As Too Many Reviews

Reviews will continue to have an important influence on the ranking of the website. Businesses with positive reviews will continue to rank higher in regular and local searches. Websites that get reviews and comments will also rank higher in searches.

What does this change mean for your business?

It is important to reach out to customers for reviews regularly. Google places a high value on user-generated content, which also includes reviews. Respond and interact with your customers in comment sections, reviews
and listings — Google is paying attention (as are your future customers).

Talking About Schema

Simply put, schema helps search engines understand what content is present on a page. SEO experts swear by Schema.org and your in-house SEO guy will agree that it is extremely helpful in getting those SEO results.
Schema helps Google understand if there is a list or a survey or an image on a page so that it brings up the appropriate search results. On January 21, Google announced that starting from April 6, 2020, it will go all-in with Schema.org and will no longer support data-vocabulary markup (another type of code) for rich results.

What does this change mean for your business?

Tell your in-house SEO guy to start using Schema in your relevant pages, if you don’t already do so. It will help you get traffic.

Changes To Links And User-Generated Content

When you add links to your content, you are telling Google to ‘do-follow’ or ‘no-follow’ the link. Sponsored (think ads!) and User-Generated Content (UGC – think reviews, comments, photos and much more) are considered no-follow links. No-follow links are links with a rel=”nofollow” HTML tag applied to them. When a link is a no-follow, it just tells search engines to ignore that link for PageRank. From March 1, 2020, Google said that it will read these links and start considering these links as hints that may or may not influence search ranking instead of being completely ignored. This is a big change from Google’s stance on the matter.

Talking about this change, which Google insists is a ‘choice’, the company said: “Links contain valuable information that can help us improve search, such as how the words within links describe content they point at.”

What does this change mean for your business?

Decide which attributes you want to use on your links. Although you can label all your sponsored links as no-follow, differentiating between sponsored and UGC links can help Google understand your content better and give your search ranking a boost! And yes, Make sure you use proper ‘anchor text’ in case you want Google to take the hint!

Keywords In Your Google My Business Page

Earlier this year, a change in Google My Business (GMB) usage came to light — GMB profiles that use keywords in descriptions will rank higher. Responding to this change Google said, “The information in question is accurate. While it’s not guaranteed to improve the ranking, it could, depending on other factors, as well as information that is found online associated with the business.”

What does this change mean for your business?

Make sure that you are adding keywords to your Google My Business profile. While it is still unclear how much this will help, you should optimize your Google My Business profile and do everything you can to rank high in search
results.

Letting Go of Rich Snippets

Previously, Google allowed businesses to use review schema to show the business’s overall star rating in their search result through a rich snippet. These rich snippets helped businesses stand out in comparison to their competitors in search results. In late 2019, Google has banned “self-serving reviews”. Google has defined this as “reviews of a business on the business’ own site”. This means that websites with schema “LocalBusiness” or “Organization” will no longer be able to display rich snippets in search results. Remember, self-serving reviews are reviews posted by a business on the business’s own website.

What does this change mean for your business?

There shouldn’t be a big change in your website’s search rankings. Rich snippets will no longer show on your website.

Build Mobile-First Websites

In 2020, the mantra is to build mobile-first websites and then adjust them for desktop. Mobile devices account for 53% of paid-search clicks and this number is only set to increase. Users typically bounce off a page with low speed. By building mobile-first websites, your website is also winning in the speed game. In recent years Google has made it clear that page speed is an important ranking factor.

What does this change mean for your business?

Use SEO best practices like avoiding redirects to other pages, optimizing images, among other things to ensure that your website is mobile-friendly.

What’s New To Google Ads

After their recent update, search results and Google ads now look quite similar to each other. Talking about the change Google said they would now be “presenting site domain names and brand icons prominently, along with a bolded “Ad” label for ads.” This is definitely good news for publishers and site owners since users need to be paying close attention to know if they are clicking on the content they are searching for or ads.

What does this change mean for your business?

If you have been considering investing in Google Ads, now is probably a good time. Experts think that Google Ads might have a higher click-through rate because of Google’s latest change, which makes it difficult for a user to differentiate between Ads and content.

Changes To Featured Snippets

First, what are featured snippets? They are a format of content, in which the answer to the user’s search question appears directly and concisely. A featured snippet comes up right on the search results page. The user doesn’t have to click through to a specific result. In February, Google also decided to de-duplicate featured snippets. This means that featured snippets are counted as first position results (as opposed to position 0 they enjoyed till now) and will now be a part of the main organic search results. Speaking about the change Danny Sullivan, Google’s Public Search Liaison, said, “If a web page listing is elevated into the featured snippet position, we no longer repeat the listing in the search results. This declutters the results & helps users locate relevant information more easily.  Featured snippets count as one of the ten web page listings we show.” Images are not deduplicated if the image URL is different from the text. Image carousels, listings, and top stories are not deduplicated either.

What does this change mean for your business?

While website owners feared this would mean a loss in traffic to their websites, studies have noticed insignificant changes so far. It is still a good idea to try and rank for a Google Featured Snippet.

Let’s Talk About On-site SEO

On-site SEO is an umbrella term for every detail on the page. This includes metadata, video, image tags, amount of text on the page, interlinking, keyword use, H1s/H2s, among other things and is still pretty important. Yes, Google algorithm has gone through a ton of changes and is much smarter about picking up relevant information but on-site SEO is still key.

In their own words, Google’s ‘How Search Works’ report states, “The most basic signal that information is relevant is when a webpage contains the same keywords as your search query. If those keywords appear on the page, or if they appear in the headings or body of the text, the information is most likely to be relevant.”

What does this change mean for your business?

The biggest change to on-site SEO, keeping in mind the changes to BERT, is that keyword density is no longer a strong focus. The focus should be on creating a relevant piece of content that adds value to the user.

Conclusion

Keeping up with Google’s changes is important. You want to make the search engine work for you and your content. But, that doesn’t mean that you change your content strategy every time there is a change. The biggest learning from Google’s changes in 2020 is that content is king, indeed. Google wants you to create good quality content that provides value to real people. Gather and respond to user-generated content (reviews, comments on social media, etc.), post this content on social media, manage all your listings for consistency and accuracy and reap the rewards of your efforts.

Don’t create content for the search engine. Create content for your customers and end-users. Google will find you.

Generate Reviews, Drive Traffic, Increase Engagement

Put your business at the top of every search.

Customers turn to Google for everything they need. Make sure they’re seeing you first with a strong Google My Business Profile and accurate business listings.

Turn your customer reviews into your competitive advantage and dominate local search. Create powerful word of mouth by letting your customers refer your business.

Generate Reviews

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Generate Reviews

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Want to know more? Call us at 913-361-7154 or email sales@rankedbrain.com.

Online Reputation Management: The Guide for 2020 Chapter 2

Get more reviews. Get more customers. Automatically.

 

If you have not made an investment into making sure that you are capturing their feedback, take a look at the information below and see if that shifts your thinking.

 

It’s 2020 and you can no longer afford to ignore online reviews, it’s likely your competition isn’t. From doctors’ offices, restaurants, to software, consumers look to online review sites like Yelp, Google, and even Facebook to give them an opportunity to see what everyone has to say about your business. In fact, online reviews will influence consumer purchase decisions 93% of the time.

 

Online reviews create social proof, they will strengthen consumer trust, and they give you a direct line to consumers. If you’re not already putting effort into improving your online reviews, you should start now by sharing with your customers about the importance of leaving reviews, optimizing your listings on each platform, and providing excellent customer service.

 

At this point you should be more than convinced that your business must pay attention to online reviews, but just in case you’re not, below are online review stats to fuel your business for 2020.

Online Review Statistics

  1. 97% of people read reviews for local businesses. (BIA/Kelsey)
  2. 90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews. (Dimensional Research)
  3. 91% of 18-34 year olds trust online reviews as much as personal recommendations. (BrightLocal)
  4. 93% of consumers say online reviews impact their purchasing decisions. (Podium)
  5. 89% of consumers read businesses’ responses to reviews. (BrightLocal)
  6. 93% of people who use a mobile device to research go on to complete a purchase of a product or service. Most purchases happen in physical stores. (Google/Nielson)
  7. 3.3 is the minimum star rating of a business consumers would engage with. (Podium)
  8. 68% of consumers will leave a review if asked. (BrightLocal)

The Value of Positive Reviews

  1. A one-star increase in Yelp rating leads to a 5-9% increase in revenue. (Harvard Business School)
  2. Customers are willing to spend 31% more on a business with excellent reviews. (Invesp)
  3. 92% of B2B buyers are more likely to purchase after reading a trusted review (G2.com)

The Cost of Negative Reviews

  1. 94% say an online review has convinced them to avoid a business. (ReviewTrackers)
  2. Only 13% of consumers will consider using a business that has a 1 or 2 star rating. (SearchEngineLand)
  3. Four out of five consumers have changed their minds about a recommended purchase after reading negative online reviews. (Cone Communications)
  4. Businesses risk losing as many as 22% of customers when just one negative article is found by users considering buying their product. If three negative articles pop up in a search query, the potential for lost customers increases to 59.2%. (Moz)

Industry-Specific Stats

  1. A half-star rating increase translates into a 19 percent greater likelihood that a restaurant’s seats will be full during peak dining times. (UC Berkeley)
  2. 64% of software buyers want to read at least 6 reviews before purchasing. (Capterra)
  3. 82% of consumers read a product review before purchasing an item online. (Qualtrics)

 

Get new reviews and boost your ratings. Manage your online reputation and beat your competition.

Get new reviews

 

With BirdEye, automatically send SMS or email review requests to your customers, making it effortless to score new reviews for your business directly on Google, Facebook and any other site that matters to your business.

Your business’s reputation is a valuable asset. Online reputation management can help you leverage it to its fullest potential. In this guide, we’ll go over how you can use online reputation management to rank higher on search, get chosen by more customers, and be the best business in your area.

 

Chapter 2: How to get started with online reputation management

Let’s talk about how your business can get started with online reputation management.

Building an online reputation management strategy

 

Before you dive into managing and responding to reviews, let’s talk about how you can build a strong online reputation management strategy.

• MONITOR

Keep a close eye on how customers are discussing your business or writing reviews for your business on review sites like Facebook and Google.

• COLLECT

Ask your customers to leave reviews. Chances are that you have tons of customers who would be happy to do this. They just need an extra push.

• MANAGE

Keep track of your reviews from all over the Internet and respond to reviews – both negative and positive.

• MARKET

Once you have lots of great reviews, use them as social proof. Share your reviews on your website and on social media.

• CONNECT

If all of the previous four steps went right, you should have prospects who want to contact your business. Make sure that it’s easy for your business to communicate. That means having the right contact information on listings sites and easy ways to get in touch with you, like Webchat or a textable landline number.

Social media reputation management

 

Of course, it’s also important to keep an eye on what customers are saying about you on social media. The last thing any business wants is to have a customer who feels like they had a bad experience going viral on Facebook and Twitter.

Managing your social media reputation has a lot in common with monitoring your reputation on review sites. Here’s three tips for managing your social media reputation.

• Monitor mentions of your brand

It’s important that you stay on top of mentions of your business so that you can know the moment customers talk about your brand in a positive or negative context.

• Respond to customer complaints

If a customer complains about your business, get in touch right away. If you get to the bottom of the problem, the customer will most likely be happy to update or delete their original comment.

• Encourage customers to post

Just as you should encourage customers to leave reviews, encourage customers to share your business on social media platforms. It’s an easy way to get more awareness for your brand.

10 steps to a stellar online reputation

 

So now that you know why your business’s reputation is so important, let’s talk about how you can create a stellar online reputation. We’ve put together these ten tips to lay the foundation for a great online reputation and future business growth.

Step 1 – Aim to provide quality service

The first step to building a great online reputation is by providing a fantastic customer experience from start to finish. Make sure that you are making an effort to consistently delight your customers.

Step 2 – Send review requests to all of your customers

Next, you want to make sure that your customers are sharing their great experience, on review sites and social media. Remember, a business with 500 reviews looks a lot better than a business with 5. There’s an easy trick to getting more reviews: just ask. By sending review requests via text and email to all of your customers, you will make the process of leaving a review easy. All they have to do is click on the link and write a review.

Step 3 – Be on the first page of Google search

75% of users never go past the first page of Google. By taking the steps to rank higher on search, your business will get discovered by more customers. To increase your business’s visibility on search, get more reviews and make sure that your business listings are accurate across the Internet. It’s estimated that reviews and listings together account for more than 25% of ranking factors.

Step 4 – Monitor all relevant review sites

Customers are constantly making the decision whether or not they want to buy from your business by through the hundreds of review sites on Internet. Bad reviews on one site can lead to customers turning away from your business and going to a competitor. Make sure that you’re keeping track of every review site that you appear on to prevent damage to your reputation.

Step 5 – Engage with all of your customers

Be sure that you’re responding to your reviews to show that you care about the experience of all of your customers. Responding to a positive review is a great way to show appreciation and build loyalty. On the other hand, responding to a negative review in the right way can help turn an angry customer into someone who is ready to have a conversation with you or even an advocate of your business based on the way you handled the situation.

Step 6 – Treat negative feedback as an opportunity to improve

Remember, negative reviews can also be an opportunity to improve your customer experience. For example, if you see a customer complaining about something like “long wait time”, you might want to explore how you can make your processes more efficient. Use the insights that you get from reviews to better understand what aspects of your business customers love and what aspects need to be improved.

Step 7 – Fight slander against your business

Occasionally, you may get a bad review that comes from a someone you don’t recognize or is reviewing the wrong business. In this case, put your evidence out there strongly and politely so potential customers know that they’re looking at a fake review. This shows the public that the review doesn’t actually represent your business.

Step 8 – Make sure that your listing information is accurate

Incorrect business listing information can spread across the Internet and cause serious damage to your business. Because there are just four major data aggregators that distribute listing information, a wrong address or phone number can quickly spread all over the Internet. That means a lot of confused and angry customers.

Want to check if your business listings are accurate? Check out our free Scan My Business tool to find out if your contact information is accurate across the Internet.

Step 9 – Keep track of your competitors

Whether customers are trying to find a new restaurant or a new dental practice, they’re probably going to look up multiple different businesses online. That’s why it’s important to see what customers are saying about your competitors on review sites. If there are areas where your competitors are excelling and where you’re falling short, you can figure out what you can do differently to stay a step ahead.

Step 10 – Stay active on social media

Customers do keep track of what friends and family are saying on mediums like Facebook and Twitter. So make sure that your business is posting regularly on social media. Recent news about your business, a new offering, a promotion or sharing one of the great customer reviews you recently received are all great things to share with your social media followers.

Can I do online reputation management myself?

 

Yes, you can do online reputation management yourself. However, if you do choose to do this, be prepared to invest a lot of time and energy.

Sending review requests to every customer is not something that most business owners have the time or energy for. Fixing listings, responding to reviews, and keeping track of competitor reviews requires a lot of effort on your part.

On the other hand, you can invest in an online reputation management software. This can help you automate these tasks and give you more time to run your business.

Reputation Management Software

 

A tool like Birdeye can make the process of managing your reviews significantly easier. Here are a few ways reputation management software can help your business.

• Stay on top of customer reviews

Your customers aren’t just on big sites like Facebook or Google. Customers are discovering your business all over the Internet, making it important for you to stay on top of your online reputation on all platforms. Of course, this isn’t easy. It’s hard for business owners to go through every single review site manually, there just isn’t enough time in the day.

Luckily, there’s an easy way you can impress all of your potential customers, no matter where they discover you: Review Monitoring.

With Review Monitoring, it is easy to track all reviews from Google and Facebook to more industry-specific sites for lawyers, dentists, realtors, doctors, and more all in one place on Birdeye’s dashboard. Birdeye tracks reviews from over 150 sites, making it easier than ever to manage your online reputation.

• Generate new customer reviews

The more reviews you have, the better your business looks to customers. While sending review requests to your customers can help, it’s tough to manually send out emails and texts to your customers.

Luckily, there’s a better way. Birdeye can send review requests to your customers automatically. Birdeye can integrate with your customer relationship management or practice management system and generate new reviews while you do the hard work of taking care of your business.

• Manage reviews all over the Internet

Want to make sure that you’re dealing with negative reviews quickly and effectively? Birdeye gives businesses automatic notifications every time they get a bad review. That makes it easy for your team to deal with these problems before they escalate.

Birdeye makes responding to reviews easy. In order to respond to a review, all you have to do is type out a response within the Birdeye dashboard. Then your response will show up on the site where the review originally appeared.

Don’t have time to respond to every review? Birdeye also allows you to set up automatic review response templates. You can customize these responses so that they can fit your brand voice and circumstances.

• Share your reviews on social media

We can’t say it enough: customers value reviews. So why not share them on social media? With a review management tool, you can make sharing reviews on social media and on your website easier than ever.

Whenever you get a 5-star review, Birdeye allows you to share it automatically on social media platforms like Facebook and Twitter. Your social media followers can see social proof from any one of the 150+ review sites that Birdeye monitors.

Birdeye also allows you to showcase your glowing reviews on your website with an easy-to-install review widget. All you have to do is copy and paste a simple line of code. After that, website visitors can see the testimonials of all your happy customers.

Reputation Management Examples

 

Want to know how businesses use reputation management to get results? Here are a couple of real-life examples.

• Brockport Smiles

Brockport Smiles is a dental practice based in Brockport, New York. Even though they were delivering great patient experience, Brockport Smiles only had 3 reviews on Google. The practice decided to use Birdeye’s software to collect more reviews.

With Birdeye, Brockport Smiles was able to send automatic review request texts to all patients. Birdeye integrated with the practice management system Brockport Smiles was already using, so the practice was able to send texts and emails to customers on the same day as their appointment.

The results speak for themselves. The practice now has more than 300 reviews on Google. Now, potential patients looking for a new dentist can find them in the top search results and see social proof assuring that Brockport Smiles stands ahead of the competition.

• Accent Roofing

Accent Roofing is a family-owned roofing business in the Atlanta area. While the company had a long record of satisfied customers, they were facing a stigma against roofers in their area. Since their state did not require licensing for roofers to operate, Accent Roofing realized they needed to build credibility with potential customers.

The business turned to Birdeye to collect reviews from customers. Birdeye’s review software made the process easy. All employees had to do was enter the customer’s name and email or phone number at the end of the job to send a review request. With Birdeye’s help, Accent Roofing now has more than 2,000 reviews.

Of course, Birdeye didn’t just help Accent Roofing with collecting reviews. Monitoring reviews is now easier than ever. Employees can keep track of reviews posted across the Internet within the Birdeye dashboard.

 

Reputation Management Cost

 

Investing in a reputation management software is totally worth it. It’s an easy way to rank in the top search results, build credibility and social proof for your business while saving your team’s valuable time.

The price of reputation management software can vary based on the size of your business, the number of services that you want to subscribe to, and the number of locations that you have. Birdeye offers different plans for businesses with different goals.

We recommend that interested businesses speak with one of our reputation experts to better understand how your business can get the best results from online reputation management.

Why Birdeye?

 

If you’re looking for an online reputation management software, choose Birdeye. Birdeye is the most comprehensive solution on the market. G2 has named Birdeye the #1 online reputation management solution for 9 consecutive quarters among many other awards and recognitions.

No other company on the market can compete with Birdeye’s all-in-one platform. Only Birdeye allows businesses to send automatic review requests, respond to customer reviews, send surveys, get actionable insights, fix listings across the Internet, and easily interact with customers through website chat and text messaging.

 

Ken G.

Online Reputation Management: The Guide for 2020 Chapter 1

Get more reviews. Get more customers. Automatically.

 

If you have not made an investment into making sure that you are capturing their feedback, take a look at the information below and see if that shifts your thinking.

It’s 2020 and you can no longer afford to ignore online reviews, it’s likely your competition isn’t. From doctors’ offices, restaurants, to software, consumers look to online review sites like Yelp, Google, and even Facebook to give them an opportunity to see what everyone has to say about your business. In fact, online reviews will influence consumer purchase decisions 93% of the time.

Online reviews create social proof, they will strengthen consumer trust, and they give you a direct line to consumers. If you’re not already putting effort into improving your online reviews, you should start now by sharing with your customers about the importance of leaving reviews, optimizing your listings on each platform, and providing excellent customer service.

At this point you should be more than convinced that your business must pay attention to online reviews, but just in case you’re not, below are online review stats to fuel your business for 2020.

Online Review Statistics

  1. 97% of people read reviews for local businesses. (BIA/Kelsey)
  2. 90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews. (Dimensional Research)
  3. 91% of 18-34 year olds trust online reviews as much as personal recommendations. (BrightLocal)
  4. 93% of consumers say online reviews impact their purchasing decisions. (Podium)
  5. 89% of consumers read businesses’ responses to reviews. (BrightLocal)
  6. 93% of people who use a mobile device to research go on to complete a purchase of a product or service. Most purchases happen in physical stores. (Google/Nielson)
  7. 3.3 is the minimum star rating of a business consumers would engage with. (Podium)
  8. 68% of consumers will leave a review if asked. (BrightLocal)

The Value of Positive Reviews

  1. A one-star increase in Yelp rating leads to a 5-9% increase in revenue. (Harvard Business School)
  2. Customers are willing to spend 31% more on a business with excellent reviews. (Invesp)
  3. 92% of B2B buyers are more likely to purchase after reading a trusted review (G2.com)

The Cost of Negative Reviews

  1. 94% say an online review has convinced them to avoid a business. (ReviewTrackers)
  2. Only 13% of consumers will consider using a business that has a 1 or 2 star rating. (SearchEngineLand)
  3. Four out of five consumers have changed their minds about a recommended purchase after reading negative online reviews. (Cone Communications)
  4. Businesses risk losing as many as 22% of customers when just one negative article is found by users considering buying their product. If three negative articles pop up in a search query, the potential for lost customers increases to 59.2%. (Moz)

Industry-Specific Stats

  1. A half-star rating increase translates into a 19 percent greater likelihood that a restaurant’s seats will be full during peak dining times. (UC Berkeley)
  2. 64% of software buyers want to read at least 6 reviews before purchasing. (Capterra)
  3. 82% of consumers read a product review before purchasing an item online. (Qualtrics)

 

Get new reviews and boost your ratings. Manage your online reputation and beat your competition.

Get new reviews

 

With BirdEye, automatically send SMS or email review requests to your customers, making it effortless to score new reviews for your business directly on Google, Facebook and any other site that matters to your business.

Your business’s reputation is a valuable asset. Online reputation management can help you leverage it to its fullest potential. In this guide, we’ll go over how you can use online reputation management to rank higher on search, get chosen by more customers, and be the best business in your area.

 

Chapter 1: A beginner’s guide to online reputation management.

Here’s what you should know before you get started with online reputation management.

 

What is online reputation management?

 

Online reputation management is the act of proactively creating and managing customer perception about your brand online. It determines how people perceive your business when they find you online. It primarily includes your online reviews and the comments that people leave about your business on social media
What’s the value of a brand reputation?

Brand reputation is how a brand is viewed and perceived by its customers, stakeholders, and the market as a whole. It is the most valuable asset that a business can have. When customers think of doing business with you, they want to be assured that not only the product will satisfy their needs, the experience of doing business with your company will be great as well.

The stronger your brand’s reputation, the greater is the willingness to pay for your product or service and that results in greater profits for your business. Your brand’s reputation is therefore critical for the your success. This is why your brand’s reputation has actual value. According to the Economist, 30% of the value of the S&P 500 comes from brand reputation.

The history of reputation management

 

Reputation management is by no means a new idea. Ever since the dawn of commerce, people have wanted to do business with organizations they’ve felt they could trust. So businesses have always aimed to build a great reputation that inspired trust and credibility.

With the rise of the Internet, reputation management moved online. Consumers gradually started seeking out the experience of others who have had an experience with businesses they are interested in on review sites and social media. In other words, they look at businesses’ online reputation.

What is a strong online reputation?

 

Of course, having a strong online reputation isn’t always as simple as it seems. When asked, most businesses will say that having a high overall star rating makes their business look great to customers. While this may be partially true, it’s definitely not the entire story.

Imagine this: If a business has 5 online reviews with an average rating of 4.5 stars, would you say that this company has a strong online reputation? Some people might say yes.

Now, if this company has a competitor with 500 reviews and an average rating of 4.3 stars, which company are you more likely to go with? Our money would be on the competitor. While both companies have a good overall star rating, customers typically also consider factors like number and recency of reviews.

So here’s the moral of the story: your business’s online reputation isn’t determined by any one metric like star rating. It’s important to take a holistic view of how customers are talking about your business online.

Why you need an online reputation management strategy

 

Building a strong online reputation doesn’t just happen overnight. It takes work from the business. Even if you are providing a great customer experience, it’s possible that your online reputation doesn’t reflect this.

There’s a reason why this happens. Most of the time, the customers who are most likely to leave a review are those who’ve had a strong negative experience. As a result, your online reputation might end up reflecting the opinion of your displeased customers.

Luckily, there’s a way to fix this. An online reputation management strategy can ensure that the reviews posted on sites like Google and Facebook are a true representation of your business’s customer experience.

Benefits of online reputation management

 

Staying on top of your online reputation can help you stay ahead of your competitors. Here are a few of the benefits of online reputation management.

• A great online reputation means more credibility with customers

We can’t stress this enough: people want to do business with companies they trust. However, if a potential customer has never heard of you before, they don’t know if they can trust you or not. That’s where online reputation can help. If you have lots of great reviews, you can build credibility with customers.

• A great online reputation means more visibility on search

Your customers aren’t the only people who value your online reputation. A great online reputation means your business will rank higher in relevant search results (more on this is the next section).

• A better online reputation means more revenue

Studies show that a great online reputation means more revenue for your business. According to the Harvard Business Review, a 1-star increase in rating can result in a 5-9% increase in revenue.

Online reputation management and SEO

 

Search engines value online reviews just as your customers do. Online reviews provide fresh, organic content for your business and are meant to show the genuine experiences of your customers. Since Google aims to provide the best search results for customers, reviews provide them with valuable information.

Of course, reviews aren’t the only factor that matters for search. Search engines are the roadways that help direct targeted traffic to your site. Think about the signs on the side of a freeway that tell you there’s gas, food, and a place to sleep off a particular exit. If you don’t have your signs up, search engines won’t know that they can send traffic your way.

So the signals you send to search engines shouldn’t just include reviews. Your accurate and up-to-date contact information is needed to be discovered online – such as Name, Address, Phone Number (NAP), opening hours and more. It’s also important to make sure that this information is consistent across the Internet.

 

Ken

Ranked Brain

Online Reviews – A Business Necessity

Online Review Statistics

  1. 97% of people read reviews for local businesses. (BIA/Kelsey)
  2. 90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews. (Dimensional Research)
  3. 91% of 18-34 year olds trust online reviews as much as personal recommendations. (BrightLocal)
  4. 93% of consumers say online reviews impact their purchasing decisions. (Podium)
  5. 89% of consumers read businesses’ responses to reviews. (BrightLocal)
  6. 93% of people who use a mobile device to research go on to complete a purchase of a product or service. Most purchases happen in physical stores. (Google/Nielson)
  7. 3.3 is the minimum star rating of a business consumers would engage with. (Podium)
  8. 68% of consumers will leave a review if asked. (BrightLocal)

The Value of Positive Reviews

  1. A one-star increase in Yelp rating leads to a 5-9% increase in revenue. (Harvard Business School)
  2. Customers are willing to spend 31% more on a business with excellent reviews. (Invesp)
  3. 92% of B2B buyers are more likely to purchase after reading a trusted review (G2.com)

The Cost of Negative Reviews

  1. 94% say an online review has convinced them to avoid a business. (ReviewTrackers)
  2. Only 13% of consumers will consider using a business that has a 1 or 2 star rating. (SearchEngineLand)
  3. Four out of five consumers have changed their minds about a recommended purchase after reading negative online reviews. (Cone Communications)
  4. Businesses risk losing as many as 22% of customers when just one negative article is found by users considering buying their product. If three negative articles pop up in a search query, the potential for lost customers increases to 59.2%. (Moz)

Industry-Specific Stats

  1. A half-star rating increase translates into a 19 percent greater likelihood that a restaurant’s seats will be full during peak dining times. (UC Berkeley)
  2. 64% of software buyers want to read at least 6 reviews before purchasing. (Capterra)
  3. 82% of consumers read a product review before purchasing an item online. (Qualtrics)

 

In summary, if you are not capitalizing on consumer reviews to boost your business, there’s no better time than the present to start.

 

Ken G.

Ranked Brain & BirdEye – The Reviews Are In!

All-in-One Customer Reviews Software

Get online reviews on sites that matter to your business and boost customer happiness by leveraging feedback from over 150 online review sources.

Get new authentic customer reviews in minutes!

Increase customer reviews. Be found online. Get new customers.

One of our new chiropractic clients has pulled in 17 new 5 star reviews in 15 business days! Getting reviews has never been easier! You choose your approach, have the review requests sent as soon as your client leaves, or do them at the end of the day.

Ranked Brain Reputation Management BirdEye

 

 

Another new client in the sports industry has pulled in 14 new 5 star reviews in 11business days!

Ranked Brain Reputation Management BirdEye

Ranked Brain Reputation Management BirdEye

 

Over 50,000 businesses of all sizes trust BirdEye!

We absolutely love the page that is built where your customers can see all of your reviews IN ONE LOCATION!

Check out our services offering regarding Reputation Management!

Reputation Management