Implementing Your Online Reputation Strategy

Implementing your online reputation strategy

In the first part of this series, Getting Started: Taking Control of your Online Reputation, we kick off where to begin when building and monitoring your online presence. Now that you have your reputation marketing plan mapped out, here are some tools to help you implement your strategy.

1. Claim your business listings and social pages

Customers are searching you online for two reasons: to get your contact information, and to see what other people are saying.

There are some top sites for business listings depending on your industry. Review the ones that show up on the first page of your search and make sure your contact information is correct. If there are other important sites you know as a professional that your business should be listed on – add it! No stone should go unturned.

When it comes to what people are saying about their experience with you, managing your reputation is huge. First, claim your business on Yelp and Google.

If your business doesn’t show up – create your profile! Add your logo and put up some pictures of the inside and outside of your business. It wouldn’t hurt to have a picture of the team either. Customers like to see what they are walking into – it gives them a sense of familiarity.

2. Listen to what your customers are saying

After you’ve claimed your online presence, read any existing customer reviews. Were the reviews accurate to your product or customer service? Are they pointing out areas that you need to improve? It may be hard to read opinions or experiences that aren’t sugar coated, but use it as helpful feedback. It could be really beneficial to your business, and could start bringing in more 4 or 5 star reviews instead of 3 or less.

If there are a couple of unhappy customers that you feel you can help, respond to the reviews and offer them a solution. Thank the customer for their feedback, explain your process and why that may have happened, and possibly offer a solution. But it’s important to know that once you start review management you have to commit to it. Customers will begin to expect a response from you – even the happy ones!

Do online reviews still make you a little nervous? Here is the secret to online reviews.

3. Create targeted messaging for happy customers

Happy customers can be gold for your online reputation. There are a lot of different ways to encourage customers to leave you reviews. Your front desk employees can encourage it verbally at the end of a service, or you can have them send automated texts or emails if you use a marketing software. These messages are normally triggered after an appointment, and if you use a reputation management software, the reviews will be sent straight to Google. And all your staff had to do was click a button!

 

 

 

 

Getting Started: Take Control of your Online Reputation

Getting started with online reputation strategy

What exactly does online reputation mean to your small business?

Think about when you first put up your ‘Open’ sign. Potential patients or clients drove by and considered stopping in, and friends and family showed their support by bringing you business to start you off. Your business’ presence in the community was building – but when attracted customers wanted to learn more, they searched the internet and found an old business listed under your address. Or worse – they found one negative review and nothing else. Now your online reputation is working against you and your new presence in the community.

Taking control of your online reputation may seem overwhelming, so we’ve gathered some tips on where you should get started.

1.  Run a search on Google and Bing

The best place to start is running a simple search on the main search engines. Search your business name alone, and with other important terms like ‘reviews,’ ‘pricing,’ and ‘customer service.’

Right off the bat you’ll get a pulse for what customers are – or are not – saying about your business. You’ll also be able to see where your company website lands in the search engine results. Hopefully it’s the first!

2.  Is the look of your brand consistent?

Your brand’s color palette helps people know they are in the right place. Just like when you order a soda and you are handed a red cup with white lettering – you know right away you’re drinking a Coca-Cola. Make sure you’re seeing consistent colors and logos on your website, social media channels, and business listings. Your brand is a huge support to your online presence, and really acts as the face of your company.

3.  Set reputation goals you want to accomplish

A great way to not be overwhelmed with managing your online reputation is by setting some attainable goals. This will also help you measure your success. Maybe you want to increase the amount of positive reviews you get online to three a month. Pick a review site and detail a plan on how you want to accomplish that. Our Choice Plus package is a great tool to help you set goals. The online reputation dashboard gives you a view into your competitors online presence, your business listings on top sites, and all of your customer reviews in one place.

Be sure to include your employees in these goals so everyone knows what the company is trying to achieve, and consider rewarding them when the goal is met. Taking control of your online reputation should be an enlightening and rewarding experience for the whole team!

Stay tuned for part two of this blog for a roadmap on how to implement your online reputation goals.

Find out how to get more Google+ reviews

If you’re a small business owner, you probably already realize the importance of Google+ reviews for your business or practice. Google is often the first point of contact between a potential patient/customer and your office. The idea of searching on Google has become so ubiquitous, “Google it” is an instantly recognizable phrase.

Therefore, Google+ reviews are strong online currency that can boost your online reputation and make you the first choice for new customers. Online reviews strengthen your social proof, which refers to a human’s natural reliance on feedback and the actions of others to determine what is good or bad in a given situation. Social proof is the reason why studies often show that an overwhelming majority of consumers trust online reviews as much as personal recommendations when making a purchasing decision.

A 2014 study done by the marketing firm BrightLocal found that the more reviews a business has, the more trustworthy it is deemed by customers; plus, most customers read up to six reviews to make up their mind about a business.

How many Google+ reviews does your business have?

Don’t worry if that number isn’t as large as you might want it to be. There’s a simple way to generate more Google+ reviews for your business: request them from your previous patients and customers!

With Demandforce, this process is simple to set up. Google+ does not accept third party reviews, so we have created special email templates that you can send out to your database, to request Google+ reviews.

Here’s how to set up a Google campaign in Demandforce

Click on CAMPAIGNS and turn on your ONE-CLICK CAMPAIGNS, and select the “Review us on Google+” option. You can preview the email, and edit the audience or scheduled delivery to best fit your business. By default, the email will send to all customers who rated your business on Demandforce Local or another logged site four stars or above, and will run once every two weeks. However, rest assured – a single customer will only receive the email twice a year.

GoogleReviewExample.png

Once your email has sent, you can view the sent and open rate results in the RESULTS section of the CAMPAIGNS tab. You can also edit or stop the campaign at any time in this area.

For more detailed information on how to set up or use the Google+ campaigns, click here.