5 star reputation st louis biztalk 314-627-5988
TRANSCRIPT
![Page 4: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/4.jpg)
More Stars with video reviews = More Customers
Bring on More New Customers Visitors are 144% more likely to purchase a product after seeing a video
Easier 1st Page Google Ranking A web page with video is 53 times more likely to achieve a page one listing on Google
Better Results Than Text Videos in search results have a 41% higher click through rate than text results
Video Taking Over By 2017, video will account for 69% of all consumer internet traffic — Cisco
People Read Reviews Before Buying The average person reads 6-10 reviews before making a purchase decision
Reviews Are Trusted Studies have shown 72% of buyers trust reviews as much as a personal recommendation
Reviews Are Effective 70% of shoppers are more likely to use a local business after reading positive customer reviews
Good Reviews Increase Revenue A University of California Berkley study found just a one-half star increase increased revenue by 19%
![Page 5: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/5.jpg)
More Stars = More Customers
3.5X MoreCustomers!
![Page 6: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/6.jpg)
How important are reviews?
Short answer: Everyone is online, everyone has an opinion,
and the opinions matter!
#reputationiseverything
![Page 7: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/7.jpg)
Reviews now at the center of search
![Page 8: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/8.jpg)
Reviews now at the center of search
![Page 9: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/9.jpg)
Reviews now at the center of search
![Page 10: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/10.jpg)
People are talking (about you)
• Customers• Prospects• Competitors• Disgruntled employees• Ex spouses• Former business
partners, investors• “Trolls”
![Page 11: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/11.jpg)
People are talking (about you)
![Page 12: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/12.jpg)
And their voices carry!
Today, an unhappy customer will tell thousands of their “closest strangers” on the Internet.
![Page 13: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/13.jpg)
Your customers are listening…
74% of U.S. consumers choose to do business based on online feedback.
Source: Society for Communications Research
![Page 14: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/14.jpg)
59% of U.S. consumers use social sites to vent about customer care frustrations.
Source: Society for Communications Research
Your customers are listening…
![Page 15: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/15.jpg)
72% of U.S. consumers research companies through social channels before making purchases.
Source: Society for Communications Research
Your customers are listening…
![Page 16: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/16.jpg)
You need a plan!…to grow and manage your online reputation.
![Page 17: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/17.jpg)
What is online reputation management?ORM is … The process of proactively using tools, processes, and systems to be aware of and influence the conversation that is taking place about you and your business online
![Page 18: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/18.jpg)
Effective ORM should:
• Be proactive and reactive– Ideally 90% proactive
• Combine marketing, SEO, public relations, social media, sales, and customer service
• Cut across ALL core business functions
![Page 19: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/19.jpg)
Five core principals of ORM
1. Listen to what your customers are saying2. Contribute to the conversation 3. Delight customers by exceeding
expectations4. Collect feedback, referrals, &
testimonials5. Plan how you will respond before you
need to
![Page 20: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/20.jpg)
How to grow a 5 star reputation
(The Plan)
![Page 21: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/21.jpg)
How to grow a 5 star reputation1. Build a service culture2. Solicit feedback3. Follow up4. Share socially5. Monitor and improve
![Page 22: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/22.jpg)
1. Build a service culture
Delight your existing customers.
![Page 23: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/23.jpg)
Jeff Bezos, CEO of Amazon:
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
![Page 24: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/24.jpg)
Promote remarkable customer service• Happy employees = happy customers• Establish metrics (and rewards) that
promote a good customer experience• Publicly recognize and reward role model
employees• Encourage all employees to collect
testimonials• Share client praise with your team
![Page 25: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/25.jpg)
Start measuring your service
• Monitor customer satisfaction
• Identify ratio of detractors to promoters
• Simple, standardized measure
Promoters
Detractors NPS
![Page 26: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/26.jpg)
2. Solicit feedback
Listen to what your customers are saying.
![Page 27: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/27.jpg)
Make it easy
Use these places (and others) to collect unsolicited feedback:• Email signature• Web forms• Invoices / receipts• Newsletters
![Page 28: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/28.jpg)
Use tools to collect client feedback
• Survey tools• Online forms
![Page 29: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/29.jpg)
Make it easy
Use these places (and others) to collect unsolicited feedback:• Email signature• Web forms• Invoices / receipts• Newsletters
![Page 30: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/30.jpg)
3. Follow up
Show customers you value their feedback.
![Page 31: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/31.jpg)
Say thank you
• Edible Arrangements
• Postagram (cool iOS app!)
• Handwritten notes …$0.45 = customer for life (OFF THE CHARTS ROI)
![Page 32: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/32.jpg)
Develop a process for responding to negative buzz (before you need it)• Listen• Decide whether to
engage• Apologize• Affirm
• Take it offline • Move on • Reflect• Act
![Page 33: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/33.jpg)
Commit to resolve concerns quickly
7 out of 10 customers will return to a business if their concern is resolved
quickly
![Page 34: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/34.jpg)
4. Share socially
Get the word out when you have wins!
![Page 35: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/35.jpg)
Control what you can
• You can’t control what people say about your company BUT …
• You can make sure you’re adding enough to the conversation to ensure that the ratio of positive to negative is in your favor!
• THIS IS IMPORTANT!
![Page 36: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/36.jpg)
Set up profiles in all of your key directories and networks
• Google+ Local • Yelp• Trip Advisor• FaceBook• LinkedIn• Twitter
![Page 37: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/37.jpg)
Share positive feedback online
Update weekly in the channels where your customers tend to spend time
![Page 38: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/38.jpg)
Consider blogging
• Add social media sharing buttons
• Post on subjects that will help your clients and prospects
• Use posts to populate a monthly newsletter
Business blogging leads to 55% more website visitors Source: Hubspot
![Page 39: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/39.jpg)
Utilize video
Any given video stands about a 50x better chance of appearing on the first page of results than any given text page in the index.
Source: Forrester
![Page 40: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/40.jpg)
Build a referral system
• Collecting referrals should be an ACTIVE and METHODICAL process
• Consider creating a referral reward system
![Page 41: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/41.jpg)
5. Monitor and improve
Processes > improvisation
![Page 42: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/42.jpg)
Monitor social media, blogs and forums
Set up an active reputation monitoring service to promptly alert you of conversations happening.
![Page 45: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/45.jpg)
Big takeaway?
You can’t control what people say about your company. But you CAN exercise some control over the larger conversational context that they say it in.
Proactive ORM is all about making sure you’re adding enough to the conversation to ensure that the ratio of positive to negative is in your favor.
![Page 46: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/46.jpg)
What can we do?
Reputations take years to build. But they can be damaged in minutes ...
We offer highly specialized ORM services to help you protect and grow the business you’ve worked so hard to build.
![Page 47: 5 Star Reputation St Louis BizTalk 314-627-5988](https://reader035.vdocuments.mx/reader035/viewer/2022062515/55c51757bb61ebce7e8b487a/html5/thumbnails/47.jpg)
We’d love to help
Just get in touch!
St Louis BizTalk3002 S Jefferson AveSt Louis, MO 63118
om