Who's Managing Your Online Reviews?
Who's managing your online reputation
Just a few negative reviews can make your
business unattractive to potential customers
and can take weeks, even months to recover.
Most business owners are aware of the
gravity of online reviews. Just a few words,
written by complete strangers, can give your
company's online reputation a huge boost -
or force it into a negative star dirt bath you'll
spend weeks or even months recuperating
It's ridiculously easy to share your opinion
to the world now, and most people do
it when feel that they have been wronged or
treated badly. Now the whole world can read
those reviews, so you need to monitor them
closely and act quickly if you see something
Paying attention is an important part of
effectively managing your online image. In
fact, it is a critical ingredient in today's business
How do you monitor your reviews when
there are so many review and rating sites?
Do you respond to all of your reviews and
who writes those responses?
We all strive for a sustained five-star rating
because we know that it is a major factor
to our potential customers on whether they
choose our business or our competitors. The
same goes for the negative reviews, having
no reviews is almost as bad as having a 1 star.
Here are some eye-opening stats from a recent
study by YouGov.
91% of customers read online reviews before
visiting a business.
87% of customers trust online reviews as
much as recommendations from friends and
4 out of 5 (80%) consumers reverse their
purchase decisions based on negative reviews.
Consumers spend 34% more on a business
with "exceptional" reviews.
72% say that positive reviews have made
them trust a business more.
88% of consumers say they will shop at a
local business if it has at least a 4-star rating.
72% of consumers will make a decision
only after reading a positive review.
1 negative review can cost a business about
65% of consumers will take a response to
a negative review from the owner into consideration
10 reviews on Google and 10 more on other
review sites on the web (Facebook, Yelp!, yahoo,
etc.) will boosts your rankings. Remember,
72% of consumers will read at least four
online reviews before they trust a business.
Conclusion, consumers are greatly influenced
by reviews, regardless of where they
are in the purchasing process.
Who's managing your online reputation
So, how Can you manage your online reputation?
With tactical thinking and a strategic well
laid plan. Your plan must require keeping
track of every online review. You must respond
to every negative review and at least
80% of the positive ones. It involves intentionally
and consistently cultivating positive
reviews to overshadow the negative ones,
therefore pushing those negative reviews
down the search list. Also, it involves analyzing
the comments to help your products or
services get better.
This, of course, brings me back to the original
question - "Who's managing your reviews?"
This just is not something you want
to trust to a family member or intern who
needs some extra work. No way, this is a job
for a professional that understands reputation
Case in point:
Let's say you own a HVAC company and a
customer writes the following review;
Talk about a smack in the face. You might
be thinking "It's just one review", it could be
one of dozens that may be left on any given
week depending on the size of your company.
Therein lies the problem,
people are going to read that
review and make decisions
based on it. So, your response
must be quick, and it must be
Your response should come
within a day or two. You want
to write one that makes this
customer feel that their complaint
has been heard and
that their concern will be addressed.
This way you show
other potential customers
how responsive you are, that
you genuinely care about your
customers, and that their
feedback will help improve
the way you do business.
A short, courteous, empathetic,
and professional response
that contrasts with
their devastating review.
This is why you need professionals
in your corner.
Consider hiring an Online
agency like MySocialRep.
com, so you can do what you
do best, run your business.
The investment will be one
that will pay off tremendously in terms of
your bottom line.
Derek M Bachmann
Step "Through the Looking Glass" at TEDx-
Salem V and take in a day full of mind-bending
experiences on Saturday, Jan. 6. 2018,
at the Salem Convention Center.
official independently-organized TED event,
TEDxSalem is an immersion experience at
the intersection of technology, entertainment,
design, science and art.
This year's speakers include:
Teenage STEM for girls advocate Anna
Nixon. Brad Burge, Director of Communications,
Multidisciplinary Association for
Psychedelic Studies. Sexual health advocate
and educator Dr. Evelin Dacker. Illusionist,
escape artist, and world record breaker Jackson
Rayne. Salem architect Kaydee Kreitlow.
Salem artist and college professor Laura
Mack. Salem maker and knitwear designer
Marie Greene. Mas Subramanian, the OSU
chemist who accidentally discovered first
new blue in 200 years. World-record breaking
birder, scientist and author Noah Strycker.
Identity Theft Prevention Specialist Rose
Barker. Philosophy professor Seth Tichenor
As well as performances by Jackson Rayne,
husband-and-wife singer/songwriter duo
Stereo RV, OSU Professor, scientist & Native
storyteller Samantha Chisholm Hatfield, and
Salem dance troupe Tippy Toe Dance Studio.
For full details on the speakers and entertainers,
visit the TEDxSalem website.
"TEDxSalem offers attendees an opportunity
to share their passions, discuss ideas
and make connections," said co-curator Carlee
Wright. "We hope these connections will
spark conversations, expand horizons and
create change in our community, enriching
the lives of the people in the Willamette Valley
community. TEDxSalem is a day of talks,
entertainment and activities that aims to inspire,
engage and transform."
Ticket cost includes a day of talks, entertainment,
and interactive activities, plus
lunch, beverages, snacks and special TEDx-
Salem attendee swag.
TEDxSalem is sponsored by Allied Video
Productions, Roth's Fresh Markets, Venti's
Cafe, Garmin, The Bruin Co. Design Studio,
Humm Kombucha, Travel Salem, Heritage
Grove, First Interstate Bank, Fox Blue/Kelley,
The Governor's Cup Coffee Roasters and
Glitschka Studios. TEDxSalem is supported
by a grant of Transient Occupancy Tax from
the City of Salem.
Find us online at: instagram.com/tedxsalem
| twitter.com//tedxsalem_us - hashtag
#tedxsalem | facebook.com/TEDxSalem.us
In the spirit of ideas worth spreading, TEDx
is a program of local, self-organized events
that bring people together to share a TEDlike
experience. At a TEDx event, TED Talks
video and live speakers combine to spark
deep discussion and connection. These local,
self-organized events are branded TEDx,
where x = independently organized TED
event. The TED Conference provides general
guidance for the TEDx program, but individual
TEDx events are self-organized. (Subject
to certain rules and regulations.) TED stands
for technology, entertainment and design.
TED is a nonprofit organization devoted
to Ideas Worth Spreading. Started as a conference
in California 1984, TED has grown
to support those world-changing ideas with
many initiatives. For information, visit www.TED.com.
be able to
GATOR J. GAYNOR
RADIO TALK SHOW HOST
Another year is behind us with another
holiday season of love and joy in the history
books. It's another new year to make promises
that we don't intend to keep with the
hope of making ourselves
better people. . . again.
The annual top of the
calendar year ritual has
become something of a
late night comedy routine
and a frequent poking,
yet, half-serious question
around the water cooler
as one year fades into the
sunset and the new one
ambles up to the podium
for a rousing spiel of optimism.
This is truly a fascinating time on the
calendar. We end one year with our focus on
others (mostly) and then start the next year
with our thoughts on improving ourselves
(hopefully). We exchange a season of loving
others to a brief moment of loving ourselves.
So why do we do this and how can we combine
both of these good and
Surely we can find a way to
shower others with goodness
bathing ourselves with a
solid dose of self-improvement.
Or can we? I'm concerned
that society is quickly
moving into an era of a
widening divide that will
either destroy us, or, after
some dramatic and forceful
turning, will unite us. I'd
rather avoid both options.
The challenge is arguably
made more difficult with
the meteoric rise of social
media. The web has become
our next evolution of road
rage. Just as a motorist feels
over-confident and empowered
to flip off an other
driver due to a non-tangible backlash at 70
miles an hour, online keyboard warriors
throw their verbal bird, so to speak, with a
huge dose of "caution to the wind." The risk
that accompanies this is a furthering of the
divide in our communities and on a larger
scale, our nation.
Ideally, we should be able to engage in
friendly discourse; especially regarding
those things that we disagree upon, and especially
with people who hold differing viewpoints.
Sadly, this once societal strengthener
has fallen victim to a culture that pits one
against another in a gladiatorial online fight
to the last word.
One day soon, we will be completely rid of
the "Gentleperson Debates" that once solidified
our foundations, both personally as well
as communally. The trouble is that people
have become too thin-skinned and don't like
having their ideas and thoughts challenged.
Gone are the days, mostly, when we welcomed
the opposition to the table for a discussion
that would either sharpen our own
viewpoint or sway us to consider the counter
The solution is obvious and staring us
straight in the face, but will we embrace it in
this New Year? Will we take the end of the
year love for others and combine it with the
first of the year love for ourselves to unite a
solid and consistent formula for co-existing
with others in the hope of solidifying our
world instead of destroying it?
This is tough. It goes against the recent
established protocols for social interaction.
Yet, it works. It really does work. We've all
heard the phrase, "love others as yourself,"
yet we've fallen so far from this simple truth.
You'll notice that it says nothing about
whether you agree with others; just that you
love them. If we attempt to always lay this as
the foundation of our interactions, even on
social media, then we will begin to see the
change. It doesn't mean that we'll change
people's minds, or hearts, or thoughts (although,
those are possible effects); it simply
means that we remember that others, much
like ourselves, are human beings who also
want to experience the joys of giving and receiving
love by joining the annual traditions
of year end loving with year beginning loving.
Let's decide to move outside of our own
viewpoint's bubble. Let's engage others so
that we no longer limit ourselves, limit our
community, limit our society, limit our nation,
and limit our future. Let's be better in
2018, shall we?
Gator is the Program Director at 1430
KYKN radio and co-host of "The Gator & Denise
Show" heard weekday afternoons from
4pm to 6pm.