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“I am eating a #Donut.”

“I am eating a #Donut.”. “I like Donuts!”. “This is where I eat Donuts.”. “Here is a photo of my Donut.”. “Here is a Video of me eating 3 Donut’s”. “My skills include Donut Eating”. “Here is a Donut Recipe”. “ This is where I buy Donuts”. “ Now listening to Donuts”.

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“I am eating a #Donut.”

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  1. “I am eating a #Donut.”

  2. “I like Donuts!”

  3. “This is where I eat Donuts.”

  4. “Here is a photo of my Donut.”

  5. “Here is a Video of me eating 3 Donut’s”

  6. “My skills include Donut Eating”

  7. “Here is a Donut Recipe”

  8. “This is where I buy Donuts”

  9. “Now listening to Donuts”

  10. “Hey Let’s Get together and eat a Donut”

  11. “I am a Certified Google Adwords Partner who eats Donuts.”

  12. “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” -Warren Buffett

  13. New Media Has Changed the Game

  14. Every Business has a Digital Legacy • Digital Footprint • Things you have some level of control over • What you say about yourself

  15. Digital Shadow • Things you have little or no control over • What other’s say about you

  16. Your Digital Footprint + Your Digital Shadow =Your Online Reputation

  17. Do You Know What People Are Saying About Your Business Online?

  18. 50% of consumers spend 75% or more of their total shopping time conducting online product research

  19. 70% of people trust online reviews by strangers

  20. 90% of people trust online reviews by people they know

  21. Your Prospects Are Online • Your Competitors Are Online • Your Customers Are Online Why is Online Reputation Management So Important? … That Includes Your UNHAPPY Customers

  22. Bad Customer Experience Unresolved Customer Issues Bad Reputation Negative Effects of a Bad Online Reputation LOST REVENUE $$$$$$$$

  23. Retain Existing Customers • Easier to Get New Customers • Maintain a Positive Brand Image Positive Effects of a Good Online Reputation

  24. In the last year, Yelpalone has had over 10 million new reviews added A 1-star increase in your Yelp review can lead to a 5% - 9% increase in revenue

  25. 97% 97% 97% businesses online of consumers search for local businesses online

  26. Do a Google Search for Your Business Name… • What Comes Up? • Check Articles, Blogs, Forums, and Customer Review Sites • Frequently Check Your Own Blog / Website for Comments • Pay Close Attention to the Social Network Sites Monitor Online Conversations

  27. Actively Seek Reviews from Satisfied Customers • Consumers TRUST and EXPECT Online Reviews Actively Seek Reviews

  28. Offer an Incentive in Exchange for Reviews • Coupons, Discounts, Free Samples, etc. • Ask Customers to Review your business • Link Your Business Listing Profiles to Your Website How to Get Customer Reviews

  29. Respond and Interact • Listen to What People are Saying • Respond to Both Positive and Negative Comments • Be Respectful and Display a Helpful, Friendly Demeanor • Always Quickly Offer a Solution any Problems

  30. Removing Negative Reviews

  31. Report inappropriate reviews • You can use the Flag as inappropriate link next to a review to report it as inappropriate. We will then check if the review violates these guidelines

  32. Will Yelp remove or reorder bad reviews if a business pays for sponsorship? No. You can’t pay us to remove or reorder your bad reviews — it’s just that simple. It’s worth pointing out some additional checks and balances that we build into the system: among other things, our sales team doesn’t have the administrative privileges that might allow them to remove a bad review for an advertiser; similarly, the folks who do have those privileges don’t have anything to do with sales and aren’t compensated on the basis of sales performance

  33. Thank You

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