Online Review & Reputation Management

[theRKF]

An excellent article from my friend, Matt McGee of KeyRelevance: http://www.smallbusinesssem.com/small-business-reputation-management/1230/

 

[RWK]

I copied this article to my computer.....I want to keep this one....this info is dead on in today's marketplace.

 

[Victoria]

Great article Ryan... thanks.

V

 

[Tracy D'Amico]

From Andy Beal:

You need to make it easy for your 途aving fans to post a positive review. You also need to figure out how to make them 努ant to do so, without a financial incentive which ensures their review is not a paid shill. The best way is to let them know that they play a huge role in the success of the company. Do they think you have the best latt駸 in town? With their support at Yelp.com, theyæ±@e ensuring that you stay in business and they always get their beloved latt駸.

The key is to make them feel like a valuable part of your brand and that their help will make your company better, which ensures they benefit, and rewards them with the satisfaction that they did their part.

This was a very important point, for me. We hear this frequently, how customers love our store, our product etc etc. I guess that's the time to pipe up and ask them if they could review? It's such an awkward thing to ask a customer, even if you know they love you ...

How do all of you ask your customers to review? Thanks for the article, and for any suggestions!

 

[CHR]

I guess that's the time to pipe up and ask them if they could review? It's such an awkward thing to ask a customer, even if you know they love you ...

How do all of you ask your customers to review?

Try this:

Customer: I just love your shop. You always do such a wonderful job!

You: Thank you so much. We love what we do and really appreciate you letting us know. If you have a Yahoo or Google login, we'd really appreciate you writing a review about us in their Local section.

At that point the customer will usually either say they don't have any logins or will say 'I'd love to'.

Just rehearse the line a few times and then it will flow effortlessly when you speak with customers.

 

[theRKF]

Also - make sure you're asking for reviews in your email receipts

With a link to the review page, of course.

Ryan

 

[BOSS]

Also - make sure you're asking for reviews in your email receipts

With a link to the review page, of course.

Ryan

Oooohhhhh......good 'un!

 

[bloomz]

I pondered that, in e-receipts and decons but decided against it.

I fear a can of worms, knowing the occasional unhappy ones to be way more vocal than happy customers.

I've decided I am going to email the ones that email us compliments and request reviews. We get a quite decent number of glowing emails, several per week.