Wall Street Journal article: Online Rep Mngt...Wall Street Journal article: Online Rep Mngt...

4 replies
Nice graphic too.

Here is the link.
#article #journal #mngt #mngtwall #online #rep #street #wall
  • Profile picture of the author Aaron Doud
    I think one of the biggest ways to avoid having a competitor or angry customer destroy your online rep is to be pro-active.

    Get positive reviews on these sites as soon as you can from real customers. No one will care about 1 or 2 bad reviews if you have 30 plus good ones. The more the better.
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    • Profile picture of the author RyanLester
      Originally Posted by Aaron Doud View Post

      I think one of the biggest ways to avoid having a competitor or angry customer destroy your online rep is to be pro-active.

      Get positive reviews on these sites as soon as you can from real customers. No one will care about 1 or 2 bad reviews if you have 30 plus good ones. The more the better.
      Well said Aaron.

      May I ask, how does one go about providing this type of service to the client? Not sure if I am asking the correct question.
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  • Profile picture of the author Aaron Doud
    I have not sold it to other businesses but helped with it in house. But here an outline of what we did that you can use for other clients.

    1. Make them aware of the risk and value of online reviews. That graphic can help show the value and articles like that point out the risk.

    2. Create a plan of action with them focused on getting real positive reviews.

    3. Identify how to target your best customers who are most likely to leave good reviews. For us we did an in house survey so we knew who gave us top marks. Do they have something like this? Do they have regular customers that come in multiple times a week.

    4. Contact these customers and ask them for the reviews. Many will be willing to help. I know for fast food restaurants (where corp has phone surveys) they give an incentive for the review. But remember if you do that it has to be for a review period not just a good review and may be against the TOS of the review site so tread with caution.

    5. Plan an on going program for getting reviews after that initial blast of reviews. (this one we are still working on getting a plan that works well).

    Basically your role would be as a consultant to help plan and implement this.

    I believe if you offer SEO this could be great to tie together as Seo/Reputation Management. A good reputation management plan will involve putting up SEO content to take the place of bad reviews so it makes sense to sell this all together. You can build a large package that includes everything including articles and videos. This will help them dominate their searches.

    If you sell another service you could offer this as advice on what they can and should do. Maybe a white paper to hand out. So the money isn't made on this but you use this to reward or gain clients for your other service(s).
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    • Profile picture of the author RyanLester
      Originally Posted by Aaron Doud View Post

      I have not sold it to other businesses but helped with it in house. But here an outline of what we did that you can use for other clients.

      1. Make them aware of the risk and value of online reviews. That graphic can help show the value and articles like that point out the risk.

      2. Create a plan of action with them focused on getting real positive reviews.

      3. Identify how to target your best customers who are most likely to leave good reviews. For us we did an in house survey so we knew who gave us top marks. Do they have something like this? Do they have regular customers that come in multiple times a week.

      4. Contact these customers and ask them for the reviews. Many will be willing to help. I know for fast food restaurants (where corp has phone surveys) they give an incentive for the review. But remember if you do that it has to be for a review period not just a good review and may be against the TOS of the review site so tread with caution.

      5. Plan an on going program for getting reviews after that initial blast of reviews. (this one we are still working on getting a plan that works well).

      Basically your role would be as a consultant to help plan and implement this.

      I believe if you offer SEO this could be great to tie together as Seo/Reputation Management. A good reputation management plan will involve putting up SEO content to take the place of bad reviews so it makes sense to sell this all together. You can build a large package that includes everything including articles and videos. This will help them dominate their searches.

      If you sell another service you could offer this as advice on what they can and should do. Maybe a white paper to hand out. So the money isn't made on this but you use this to reward or gain clients for your other service(s).
      Absolutely appreciate this guidance Aaron.
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