Are you confused about online review websites? Wondering what happened to reviews that disappeared? Not sure that reviews are impacting your business? Have tough negative review to handle? Post your questions below - I will do my best to help!
Showing posts with label review tracking. Show all posts
Showing posts with label review tracking. Show all posts
Tuesday, January 28, 2014
Friday, January 17, 2014
Losing Customers? Pay Attention to Your Online Reviews!
How many options do you have for where you go out eat? How about for where you do your banking? Where you buy your hardware supplies? Who grooms your dog?
As consumers, most of us have plenty of options and businesses to choose from and we will go where we feel we get that combination of excellent quality combined with customer service. This also means we are fairly intolerant of poor customer service. As business owners then, we need to be stepping up our customer service to make sure we foster loyalty that will not only keep our current customers, but will attract others!
An infographic put out by Drumbi (a customer service company), shared statistics from a recent American Express survey that suggests that many companies are simply not listening to the customer feedback being generated.
How sad is that? They could have left angry and never said a word, but they made the effort to reach out to the businesses they frequented and they were ignored!
With almost 90% of consumers moving on to competitors after a bad customer service experience and about half of consumers giving companies only one week to respond to their questions before they choose to leave, now is the time to not only know what is being said online about your company, but also to be responding to your customers.
I was working up an initial evaluation of a company new to managing their online reputation and what stood out as I read through their many various #reviews was the number of times their customers posted questions they hoped would be answered by the company and the number of people who said something to the effect of "I'm posting this in hopes someone from (company XXX) will read this."
It left me wondering how many of those same people continued on with that company and how many gave up and tried one of the competitors.
We have a great tool in online review websites, IF we pay attention and IF we connect with our customers. Will you?
Ann Pearson is the CEO of Impressions Review Managing, LLC - a company committed to empowering businesses to manage their online reputations. For more information about the services IRM offers, visit www.impressionsrm.com or email Ann at impressionsrm@gmail.com.
As consumers, most of us have plenty of options and businesses to choose from and we will go where we feel we get that combination of excellent quality combined with customer service. This also means we are fairly intolerant of poor customer service. As business owners then, we need to be stepping up our customer service to make sure we foster loyalty that will not only keep our current customers, but will attract others!
An infographic put out by Drumbi (a customer service company), shared statistics from a recent American Express survey that suggests that many companies are simply not listening to the customer feedback being generated.
How sad is that? They could have left angry and never said a word, but they made the effort to reach out to the businesses they frequented and they were ignored!
With almost 90% of consumers moving on to competitors after a bad customer service experience and about half of consumers giving companies only one week to respond to their questions before they choose to leave, now is the time to not only know what is being said online about your company, but also to be responding to your customers.
I was working up an initial evaluation of a company new to managing their online reputation and what stood out as I read through their many various #reviews was the number of times their customers posted questions they hoped would be answered by the company and the number of people who said something to the effect of "I'm posting this in hopes someone from (company XXX) will read this."
It left me wondering how many of those same people continued on with that company and how many gave up and tried one of the competitors.
We have a great tool in online review websites, IF we pay attention and IF we connect with our customers. Will you?
Wednesday, January 15, 2014
Online Marketing - DON'T Ignore Your Customers
I came across an excellent infographic today at Zendesk that gives spot on information on how some negative reviews end up being posted.
The part that really caught my eye was their statistic that 96% of online complaints were a result of double disappointments meaning that something had happened to upset the consumer and then, when they tried to get the matter resolved, they were wronged again.
These things happen to even the best of companies - a series of honest errors, a day where technology fails us completely, or the customer falls prey to a weak link in our system or staffing. It is frustrating to everyone, but when the customer goes public with his or her complaint, if we are paying attention, it can give us the opportunity to right the wrong... or wrongs as the case may be!
If you've checked out my website, you know that I advocate for very careful monitoring of reviews that are posted about your business for just this kind of situation. As soon as you know a negative post has been made, take action to reach the customer and work on mending those bridges. The longer you wait, the more people will see the negative review post and the more damage it will do.
If your business is one where you know your clients and have access to their contact information, the best thing you can do is to pick up the phone and call the customer with a personal apology. Work to determine where the problem(s) originated and offer a solution or recompense.
In situations where you do not have the ability to call the customer, be sure you reach out to them as soon as possible on the public forum where they posted the negative review. Don't go into great detail in your response, but let them know that you have heard their complaint and that you'd like to try to make it right. Ask him or her to contact you and make sure you provide both an email address and a phone number that you will personally check.
Be very careful when you post publicly - remember that your audience is no longer just the person who was wronged. Your audience is now that person and everyone else who is reading along - every potential customer deciding if he or she should use your services or turn to your competitors. It is always in your best interest to be kind!
Hopefully most of this is common sense to you and you can relate to your customer having experienced the double-whammy as a consumer yourself when things just don't go right.
Keep an eye on maintaining excellent customer relations, monitor all of the major review sites closely, and be quick to make amends and you should be able to avoid a customer service fiasco!
Ann M. Pearson is the CEO of Impressions Review Managing, LLC - an online review managing and monitoring service for businesses new to review websites. If your business is needing assistance handling negative reviews or monitoring the high number of review sites, please check our website and program information at
These things happen to even the best of companies - a series of honest errors, a day where technology fails us completely, or the customer falls prey to a weak link in our system or staffing. It is frustrating to everyone, but when the customer goes public with his or her complaint, if we are paying attention, it can give us the opportunity to right the wrong... or wrongs as the case may be!
If you've checked out my website, you know that I advocate for very careful monitoring of reviews that are posted about your business for just this kind of situation. As soon as you know a negative post has been made, take action to reach the customer and work on mending those bridges. The longer you wait, the more people will see the negative review post and the more damage it will do.
If your business is one where you know your clients and have access to their contact information, the best thing you can do is to pick up the phone and call the customer with a personal apology. Work to determine where the problem(s) originated and offer a solution or recompense.
In situations where you do not have the ability to call the customer, be sure you reach out to them as soon as possible on the public forum where they posted the negative review. Don't go into great detail in your response, but let them know that you have heard their complaint and that you'd like to try to make it right. Ask him or her to contact you and make sure you provide both an email address and a phone number that you will personally check.
Be very careful when you post publicly - remember that your audience is no longer just the person who was wronged. Your audience is now that person and everyone else who is reading along - every potential customer deciding if he or she should use your services or turn to your competitors. It is always in your best interest to be kind!
Keep an eye on maintaining excellent customer relations, monitor all of the major review sites closely, and be quick to make amends and you should be able to avoid a customer service fiasco!
Monday, January 13, 2014
Legit Reviews or Manipulated?
A friend sent over a question last night asking if I'd ever heard of a company she saw advertised on TV that claimed it could remove negative Yelp posts off of the first page of website search results. As a business owner, I understand the appeal of being able to make negative review posts go away, but I am always wary of burying problems when you have the option of getting them out in the open, so I did some investigating.
This particular company plans to have its own review websites where the businesses that they serve can manipulate the feedback that is left so that only positive reviews are seen. Then, this company hopes to flood Google, Yahoo, and Bing with many of these sites so that they will show up when the customer searches for the business they want to investigate and it will result in the negative Yelp link being moved to the second page of Google's search results.
In theory, this will work whether the business is trying to bury Yelp posts or Foursquare or Insider Pages or any of the legitimate review websites. Sound a little shady to you? Well it sure does to me!
Most negative review posts are based on a misunderstanding or honest mistake made by one of the parties. Now don't get me wrong, sometimes these reviews have roots in some pretty big and pretty ugly problems at these businesses and sometimes there are people who complain just to complain, but the most common negative reviews can be resolved with some good customer service and that is what most people are seeking when they go public with their experiences.
That being said, while negative reviews sting and can harm your business' online reputation, the answer is most definitely NOT to bury the reviews, but to contend with the issues. Fess up if the mistake was yours. Make changes if your business is having repeat problems. Do some extra staff development training if your employees are not meeting customer needs. Change your product line and services if they are not what your customers are asking for. Reach out to your customers if there have been misunderstandings and work to mend bridges!
While there are times we'd all like our problems to just go away, don't fall prey to these kinds of shady companies who will try to play the system and ignore the problems. It can and will come back to bite! Your reputation will soar if you work to reconcile with unhappy clients and let the review sites serve both your customers and your business!
This particular company plans to have its own review websites where the businesses that they serve can manipulate the feedback that is left so that only positive reviews are seen. Then, this company hopes to flood Google, Yahoo, and Bing with many of these sites so that they will show up when the customer searches for the business they want to investigate and it will result in the negative Yelp link being moved to the second page of Google's search results.
In theory, this will work whether the business is trying to bury Yelp posts or Foursquare or Insider Pages or any of the legitimate review websites. Sound a little shady to you? Well it sure does to me!
Most negative review posts are based on a misunderstanding or honest mistake made by one of the parties. Now don't get me wrong, sometimes these reviews have roots in some pretty big and pretty ugly problems at these businesses and sometimes there are people who complain just to complain, but the most common negative reviews can be resolved with some good customer service and that is what most people are seeking when they go public with their experiences.
That being said, while negative reviews sting and can harm your business' online reputation, the answer is most definitely NOT to bury the reviews, but to contend with the issues. Fess up if the mistake was yours. Make changes if your business is having repeat problems. Do some extra staff development training if your employees are not meeting customer needs. Change your product line and services if they are not what your customers are asking for. Reach out to your customers if there have been misunderstandings and work to mend bridges!
While there are times we'd all like our problems to just go away, don't fall prey to these kinds of shady companies who will try to play the system and ignore the problems. It can and will come back to bite! Your reputation will soar if you work to reconcile with unhappy clients and let the review sites serve both your customers and your business!
Ann Pearson is the CEO of Impressions Review Managing, LLC - a company committed to empowering businesses to manage their online reputations through monitoring and responding to customers on online review websites. For more information on IRM, it's services and programs, visit www.impressionsrm.com .
Monday, December 30, 2013
Online Reviews: Word-of-Mouth Gone Viral
People talk and there isn't anything you can do about it. Or is there?
When I first started managing online reputations for businesses, I had no idea that there were things every business should be doing to manage the conversations that were taking place about their businesses online. I was surprised to find that even though sites like Yelp, Google+ Places, Foursquare, and Yahoo Local were designed to give consumers a voice, that they also give business owners a powerful means of showing the best (or worst) of their customer service abilities.
Before the rise of review websites, if consumers were unhappy with the service or product they received, they could go back to the business and complain. Sometimes this led to good customer service and sometimes not. Either way, that was just about the only recourse consumers had and some customers, either from bad experiences or from shyness or an overbearing sense of being polite, chose not to say anything when they were unhappy and just never used the same business again.
As business owners, it has always been in our best interests to provide excellent customer service and most of us do everything we can to ensure the customer leaves happy and ready to tell the world how fantastic our business really is. So, it hurts when we see a negative review posted on Yelp, Google, or any other publicly view-able site.
That's where we have a choice - we can turn the other cheek, ignore what is being said OR we can enter the conversation and use that feedback to strengthen our businesses and improve customer relations. After all, we cannot effectively improve our companies if we don't know there are problems to be addressed!
The different review sites are set up so that business owners can "claim" the pages that have been created specifically for their businesses. Once you go through this process, you can update your information there, post pictures, add links to your website, and, most importantly, you can respond to people who have posted reviews for you!
For the first time, all those customers who left unhappy have a voice - and a very loud voice given the high number of people who use review sites to research businesses and products - but business owners also have an excellent tool to reach out and mend bridges. We can restore relationships with our clients and correct things we never knew were wrong.
It's been the best part of my job as an online reputation manager to see clients turn a one star rating to a five star rating as they entered the conversation and corrected errors with their clients. It can happen for your business too - are you ready to manage your online review websites?
Ann M. Pearson is the CEO of Impressions Review Managing, LLC - an online review managing and monitoring service for businesses new to review websites. If your business is needing assistance handling negative reviews or monitoring the high number of review sites, please check our website and program information at www.impressionsrm.com.
When I first started managing online reputations for businesses, I had no idea that there were things every business should be doing to manage the conversations that were taking place about their businesses online. I was surprised to find that even though sites like Yelp, Google+ Places, Foursquare, and Yahoo Local were designed to give consumers a voice, that they also give business owners a powerful means of showing the best (or worst) of their customer service abilities.
Before the rise of review websites, if consumers were unhappy with the service or product they received, they could go back to the business and complain. Sometimes this led to good customer service and sometimes not. Either way, that was just about the only recourse consumers had and some customers, either from bad experiences or from shyness or an overbearing sense of being polite, chose not to say anything when they were unhappy and just never used the same business again.
As business owners, it has always been in our best interests to provide excellent customer service and most of us do everything we can to ensure the customer leaves happy and ready to tell the world how fantastic our business really is. So, it hurts when we see a negative review posted on Yelp, Google, or any other publicly view-able site.
That's where we have a choice - we can turn the other cheek, ignore what is being said OR we can enter the conversation and use that feedback to strengthen our businesses and improve customer relations. After all, we cannot effectively improve our companies if we don't know there are problems to be addressed!
The different review sites are set up so that business owners can "claim" the pages that have been created specifically for their businesses. Once you go through this process, you can update your information there, post pictures, add links to your website, and, most importantly, you can respond to people who have posted reviews for you!
For the first time, all those customers who left unhappy have a voice - and a very loud voice given the high number of people who use review sites to research businesses and products - but business owners also have an excellent tool to reach out and mend bridges. We can restore relationships with our clients and correct things we never knew were wrong.
It's been the best part of my job as an online reputation manager to see clients turn a one star rating to a five star rating as they entered the conversation and corrected errors with their clients. It can happen for your business too - are you ready to manage your online review websites?
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