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3 Keys to Managing Online Reviews

 

Thumbs up to online review management

So I am sure you have ran across this topic of online reviews.  It is just one more thing you have to manage as a business owner or marketer. Here is my advice…move it up on the priority list.  Did you know 1 in 5 people choose to go with a competitor based on online reviews.  That has more of an effect  than your Facebook page or Twitter Feed.

Now you are convinced.  What to do next?

3 Keys to Managing Online Reviews

  1. Monitor: Yep, that is always the first step these days.  Keep a watchful eye on what people are saying about your product or service.
  2. Respond: This is your chance to right a “wrong” or thank a customer.  Try to respond quickly to make a good impression not only on the reviewer but those prospects that will look at the review.  And for negative reviews- be apologetic and ask how you can resolve–classic customer service
  3. Acquire: Ask your happy customers to write a review for you.  Make it a part of your post-sale or service process.  BTW-Google just converted Google Places to Google Plus, and if you don’t have 10 reviews they don’t show up, plus they aren’t helping you with your search rankings.

That’s not so bad, right? Check out your reviews today…see where you stand.  Then set up google alerts and get to managing.  You may just prevent that 5th customer from walking out the door.

About the author

Melissa Kennedy

I am an innovative, practical problem-solver with an MBA. Pioneered one of the first social media strategic plans for a Fortune 100 company, including monthly online TV program viewed by 120,000 customers. Created a scalable channel marketing service model and established a new customer communication channel through partner web syndication. Developed marketing plan for start-up technology firm. Launched first comprehensive marketing campaign for major science and technology university's $1 Billion fund-raising effort. Award-winning performance for 15 years across functions, industries and organizations.

My passion for results goes beyond professional pursuits. I currently serve as the President for the Triangle Interactive Marketing Association, I am a Global Facilitator/Co-organizer of Startup Weekends and lastly I pride myself as an advocate and volunteer for many of our local charities including Food Bank of Central/Eastern NC, North Carolina International Affairs Council and Connected Women of North Carolina.

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