Archive for the ‘Online Reputation’ category

5 Ways to Get Positive Online Reviews for Your Brand

August 10, 2012

Positive Reviews as you may know are the ideal outcome marketers covet as a result of customer engagement with a brand’s product or service. With today’s online social community, Positive Reviews are gold and can mean the difference in your business making or losing money.

Positive Reviews

Positive Reviews are Like Gold

Why Positive Reviews Matter:

  • 90% of people trust recommendations from people they know
  • 44% of purchases are influenced by consumer reviews
  • 87% of people think the CEO’s reputation matters
  • 78% of people research a product/service online before purchasing it

These five secrets will help you protect your brand and build bridges to your next customers.

1.   Pay attention to the reviews you already have.

You can’t generate good reviews unless you have real customers to write them. Start by making sure to resolve any current complaints from your customers.

2.   Engage your customers on Facebook and Twitter

Create a Facebook group and Twitter account for your business. Younger customers in particular will share their thoughts here without any prompting.

3.   Respond quickly to bad reviews.

If a bad online review is warranted, thank the customer for their feedback and apologize   for the bad experience. Respond quickly and you turn a negative into a positive.

4.   Remember it’s a numbers game.

Even if you are providing the best product or service you can, some people will tend to     complain. The more reviews you get, the more likely you are to get one or more bad reviews so your goal should be a large number of mostly good reviews.

5.   Make reviewing as easy as possible.

Give customers easy ways to provide reviews and feedback on your website and on your social profile pages. If you are a bricks & mortar retailer-consider using mobile devices and QR Codes to gather reviews.

Enjoy and Prosper!

Steve Emory, co-author DM Deja vu

President, Managing Partner Emory Digital

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User-generated Content is Still King

July 31, 2012

User- generated content continues to power Social Media but it also is critical to driving sales for your business-both online and offline.

More than 80% of Gen Y, the largest consumer group in history is influenced by user-generated content when considering a purchase. In fact, 51% of them actually rate user-generated content more important than the opinions of friends and family!

Think about your own purchasing behavior when its time to buy a new car, book travel, buy electronics or purchase insurance. Do you do research online and read other (user-generated) consumer reviews before you buy? Answer this question honestly and you know how important Social Media is to your business.

If you are looking to boost your business now and the rest of this year, spend more time on your Website, Blogging, Twitter and be sure to try the new kids on the block Pinterest and Google+.

Consider it a gift to know that your own purchasing behavior is a guide to helping you attract more traffic and sales for your business.

Enjoy and prosper!

Steve Emory, co-author DM Deja vu

President, Managing Partner Emory Digital

Fire A Client Today!

May 1, 2012

I took me a good ten years in business to muster the courage to fire my first client.

Since I am not Donald Trump, my early reluctance was based on a modest bank account, coupled with the lack of confidence that I would be able to replace them with a better client.

I am quite sure if you examine your customer list you can identify a few who are exceptionally demanding of your time, are very slow to pay for your service, who undervalue your contribution and are constantly looking for a discount. I have found that 10% of my worst clients (call them the bottom feeders) take up to 50% of my time and provide me with less than 2% of my professional satisfaction or sense of accomplishment.

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Reputation Management-5 Tips to Protect Your Online Brand

April 27, 2012

One of the worst fears for any business is finding out that you are the victim of an unfair, dishonest smear campaign on the Internet.

As much as the Internet can help your business gain exposure and grow, it also provides a huge microphone to people looking to spread terrible rumors about your business.

You can’t afford to be defined by underhanded competitors or eccentric former customers!

Here are 5 Tips to help you take control of what is being said about you company on the Internet.

1. Browse the web and set up email alerts for your brand to be sure you know what is being said about your business. Go to http://www.google.com/alerts and be informed via email when new occurrences of your brand show up on the Internet.

2. Participate actively in your online community with blogging, email news and group forums to help give your brand a positive image. As you get more involved, the number of positive online reviews will occur.

3. Use Social Media to Your Advantage as many of your customers turn to Facebook, Twitter, Google + and Pinterest as a way of sharing and reviewing their experiences. This is one of the easiest ways to get feedback on your products or services and react to offset any negative press quickly.

4. Promote Customer Reviews to keep information about your company fresh and accurate. Business citation sources such as Google Places will aggregate information from third-party sources that may be old or less than favorable. Ask customers on you Website or in your store to give you a  review of their experience at the point of sale and offer a thank you incentive to do so. Then simply post this great new testimonial content on your Website and Social Profiles.

5. Leverage your positive reviews by asking publishers if you can link from the review to your site. This gives your Website fresh, relevant and positive content for new visitors to see and helps you conform to the new Google “Unnatural Links” algorithm that keeps your rankings from organic search  higher than your competition.

If you have any questions or need help with this topic, contact me at emorydigitalmarketing.

Steve Emory, President, Managing Partner Emory Digital

Spread the Word with a Customer Referral Program

April 15, 2012

A good Customer Referral Marketing Program is a structured and systematic process to maximize word of mouth potential. Referral marketing does this by encouraging, informing, promoting and rewarding customers to talk to others about you, your company, and the value and benefit your products and services and to reward them for the introduction.

A study conducted by the Goethe University Frankfurt and the University of Pennsylvania, on referral programs and customer value which followed the customer referral program of a German bank that paid customers 25 euro for bringing in a new customer, was released in July 2010. According to Professor Van den Bulte, this is the first ever study published on the financial evaluation of customer referral programs. The study found that referred customers were both more profitable and loyal than normal customers. Referred customers had a higher contribution margin, a higher retention rate and were more valuable in both the short and long run.

On whether customer referral programs are worth the cost, the study says that it records “a positive value differential, both in the short term and long term, between customers acquired through a referral program and other customers. Importantly, this value differential is larger than the referral fee. Hence, referral programs can indeed pay off.”

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Create A Customer Loyalty Program

April 9, 2012

The objective of any loyalty program is to establish long-term relationships with your customers so that they are motivated to continue to buy from you. According to marketing firm, Colloquy’s loyalty census released last year, membership in U.S. customer-loyalty programs has reached 1.8 billion, up from 1.3 billion in 2007. The census showed that the average U.S. household has signed up for 14.1 loyalty programs, but only participates in 6.2 of them.

One of the more successful loyalty programs is the Emerald Aisle, National’s fast lane for frequent renters that not only gets them from plane to car faster than most competitors can call up their rental agreement, but also gives renters their pick of any car on the lot once they arrive. National’s special service is not only free, but available in 56 cities. The “reward” program earns a loyal customer one credit for each rental, with seven credits earning a free-car day — but the VIP speed-through service is what motivates return customers.

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Should You Use Google+ for Your Business?

March 8, 2012

By now  you already have  a Facebook and Twitter account or at least are considering how to leverage social media for your business.

If you haven’t taken advantage of a Free Google+ profile page yet and you want to keep your SEO strong and fresh this post is for you.

Add Recommended Links

In order to drive traffic to your website and create business leads, you should post helpful links under the ‘About’ tab that’s located on your Google+ Page. If you link to your helpful and informative blog posts, offers or anything that you think customers can benefit from, people will click them and be taken to your website. Take full advantage of this area of your Page, because if not, you won’t be making the most of what Google+ has to offer.

google-plus

Promote

Why wouldn’t you promote your Google+ Page on your website and blog? If you promote your Facebook and Twitter Pages, you should also promote your Google+ Page. This is an easy way to be added to more Circles. Because your website and blog get a lot of traffic, it’s a no-brainer that you should be cross-promoting on these sites as well as on Twitter and Linkedin. By doing this, it’s a great way to build new leads and be added to more Circles.

Get more information at Google+ for business

Steve Emory, President & Managing Partner Emory Digital