“I am eating a #Donut.” “I like Donuts!” “This is where I eat Donuts.”

“I am eating a #Donut.”

“I like Donuts!”

“This is where I eat Donuts.”

“Here is a photo of my Donut.”

“Here is a Video of me eating 3 Donut’s”

“My skills include Donut Eating”

“Here is a Donut Recipe”

“This is where I buy Donuts”

“Now listening to Donuts”

“Hey Let’s Get together and eat a Donut”

“I am a Certified Google AdwordsPartner who eats

Donuts.”

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”-Warren Buffett

New Media Has Changed the Game

Every Business has a Digital Legacy

Digital Footprint• Things you have

some level of control over• What you say

about yourself

Digital Shadow• Things you have

little or no control over• What other’s say

about you

Your Digital Footprint + Your Digital Shadow

=Your Online Reputation

Do You Know What People Are Saying About Your Business Online?

50%of consumers spend 75% or more of their total shopping

time conducting online product research

70%of people trust online reviews

by strangers

90%of people trust online reviews

by people they know

Why is Online Reputation Management So Important?

• Your Prospects Are Online

• Your Competitors Are Online

• Your Customers Are Online

… That Includes Your UNHAPPY

Customers

Negative Effects of a Bad Online Reputation

Bad Customer Experience

Unresolved Customer Issues Bad Reputation

LOST REVENUE$$$$$$$$

Positive Effects of a Good Online Reputation

• Retain Existing Customers

• Easier to Get New Customers

• Maintain a Positive Brand Image

In the last year, Yelp alone has had over

10 million new reviews added

A 1-star increase in your Yelp review can lead to a

5% - 9%increase in revenue

97%businesses online

97%97%of consumers search for local

businesses online

Monitor Online Conversations• Do a Google Search for Your

Business Name… What Comes Up?

• Check Articles, Blogs, Forums, and Customer Review Sites

• Frequently Check Your Own Blog / Website for Comments

• Pay Close Attention to the Social Network Sites

Actively Seek Reviews• Actively Seek

Reviews from Satisfied Customers

• Consumers TRUST and EXPECT Online Reviews

How to Get Customer Reviews• Offer an Incentive in

Exchange for ReviewsCoupons, Discounts,

Free Samples, etc.

• Ask Customers to Review your business

• Link Your Business Listing Profiles to Your Website

Respond and Interact

• Listen to What People are Saying

• Respond to Both Positive and Negative Comments

• Be Respectful and Display a

Helpful, Friendly Demeanor

• Always Quickly Offer a Solution any Problems

Removing Negative Reviews

• Report inappropriate reviews• You can use the Flag as inappropriate link next to a review to

report it as inappropriate. We will then check if the review violates these guidelines

Will Yelp remove or reorder bad reviews if a business pays for sponsorship?No. You can’t pay us to remove or reorder your bad reviews — it’s just that simple. It’s worth pointing out some additional checks and balances that we build into the system: among other things, our sales team doesn’t have the administrative privileges that might allow them to remove a bad review for an advertiser; similarly, the folks who do have those privileges don’t have anything to do with sales and aren’t compensated on the basis of sales performance

Thank You