People are talking about you online. Your fans. Your upset customers. Are you listening? Are you engaging? Are you controlling your brand by knowing what people are saying about your company online? Julie Ziemelis, Ziemelis Communications, provided a seminar for the Kona Kohala Chamber of Commerce members entitled, “5 Steps To Managing Your Online Reputation”-here is what the presentation covered:
—Have you Googled your company lately to see if people are singing your praises or reporting you on recommendation sites like Yelp and TripAdvisor?
—Have you claimed your business on Yelp, TripAdvisor, and set up a Google Profile and business profile on LinkedIN?
—Do you know how to respond to an angry customer online? Should you? People are watching how you respond, so do so with grace.
—Did you know you can set up Google Alerts so every time your name lands on the web, you are notified by email?
Learn more by viewing the powerpoint presentation and seeing which sites you need to be on, why and see a case study by a local business to see how it all melds together.
3. The 5 Steps to Managing Your Online
Presence for Business
1. Realize you NEED to manage your online reputation and engage your
customers.
2. You need to listen, be proactive and prepared to respond.
3. Don’t by shy about asking for positive testimonials on customer review sites.
4. Set up a professional presence online using Yelp, Google Profiles, LinkedIn,
TripAdvisor
5. Do good business, treat people well, have a stellar product or service, be an
expert in your field, let people know online and provide channels for customers
to share their experience with you.
8. PROFESSIONAL BIOGRAPHY
Get a professionally written
biography/company profile which
shows up and dominates your profile
using keywords to help customers find
you!
9. DO GOOD BUSINESS!
WORD OF MOUTH IS KEY!
People are sharing ALL THE TIME on social media and the web!
Facebook, FourSquare, Twitter, and Instagram are all INSTANEOUS sharing
platforms.
Do exceptional work, make a unique product, offer amazing service, do
something remarkable and people will share.
Empower your employees to DO THE RIGHT THING to help a customer have
a good experience.
10. Create A Presence On Any And All Relevant
Web Properties And CLAIM Your Business
Yelp (Create/claim your business account, with a biography and
photos)
LinkedIn –(Create a personal AND business account for
employees to join in on)
Google Profiles (Creates a larger graphical web presence for
your company)
TripAdvisor (Set up a Business Account if you are in the
hospitality/travel biz)
12. CHECK BACK ON THESE SITES AND
RESPOND!
Saying THANK YOU is just as important as saying sorry.
Show that you RESPOND to your customers.
Gives you a chance to FIX THE PROBLEM and show customers you listen
and care.
Be generous with your GRATITUDE that people took the time to leave a
comment.
18. Photography is your
friend online!
If you have a business
that uses visual
products: Facebook,
Instagram and Pinterest
should be social
channels you use, too!
19. GOOD NEWS!
If a damaging review or photo is off page
one of Google, it basically doesn’t exist.
24. SHOW THOUGHT LEADERSHIP
Contribute content that is of professional
interest-even occasionally.
You don’t have to tweet or post to Google
Plus/Facebook every day—doing it a few times
a month is good, especially if it is relevant to
what you do.
26. The Good, Bad, Ugly and An Opportunity
Bad- If someone says something negative about you
online—these things can really damage your business.
Ugly-You have to deal with ramifications of negative
reviews
Good-At the same time, your digital reputation also
creates significant opportunities.
28. September Special:
Two hours of consulting for $125
Social media audit
Biography/Profile creation for social channels
Set up of Yelp, TripAdvisor, Google Profile, LinkedIn profiles
Google Alerts set up
Julie@Ziemelis.com
Notes de l'éditeur
There’s hardly a business out there that doesn’t have an occasional issue arise with a customer. Ideally, you can resolve things before it reaches a point where a customer believes they can only get satisfaction through a public forum or feels they ought to warn people about your business.
For many small businesses, the complete lack of proactive reputation management leaves them in the position of a sitting duck. With little more than just a website to represent you online, you’re in a precarious position if anyone creates a site to target you or even just posts something on social media, as those items could rank for your business name searches.
But, if you’ve prepared and planned for how to handle online criticism of your company, the impact of one or two complaints can be much reduced, and you may be better able to respond effectively and rapidly to minimize monetary impact.
If you aren’t taking advantage of what your reputation could be or hanging your digital shingle the way it deserves to be hung, people aren’t seeing your best foot forward.