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reputation management

Why You MUST Respond to Reviews—Good and Bad

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Why You MUST Respond to Reviews—Good and Bad

Did you know that 73% of consumers form their opinion of a business after reading just the first six reviews?

Whether the review is on Yelp, Amazon, Bing, Foursquare, Facebook or somewhere else, consumers are making quick judgments about all kinds of products and services—rightly or wrongly.

Which makes it all the more important that YOU start responding to these reviews.

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We are 1!

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We are 1!

The older you get, the quicker birthdays seem to sneak up on you.  214 Interactive turned 1 last week and we utterly missed it.   The fact that one of our mothers had to remind us of it doesn't mean we are old.  It means we are too preoccupied building a company to order balloons and cookies.  Turns out starting a new company can be time-consuming and distracting.   

They say the first year in business is the hardest.  Or...maybe that's marriage.  Either way, when you make a life-altering, "am-I-really-doing-this" decision to make such a major move; excitement can cloud your assessment of risk.  Your mind is on your dreams, the details, and the delivery (still using both analogies).  You've heard horror stories from people around you who have tried and failed. Terms such as "downsizing", "counseling", "divorce", "bankruptcy" are tossed aside in your mind. Those people aren't as smart as you.  Your idea is different.  Your partner is trustworthy.  You're going to do everything in your power to make it work.  Failure is not an option!!!  

Happy 1st Birthday, 214i!

Happy 1st Birthday, 214i!

The divorce rate in America is 57%, and the failure of businesses in the services industry is 55%. 

We at 214 Interactive are thankful.  We have clients that trust us, friends who support us, family who loves us, a nifty office space, and a BETA of a new product which is proving to be a game-changer.  A legitimate...game..changer.

We have expanded our service offerings to include custom web design, behavioral marketing, retargeting, mobile websites, and more which we package neatly with our Reputation Management & Social Marketing programs.   

In marriage they say after 7 years, you know you've made it.  We are 1.  And we are proud to say we've made it.  

Oh, send us cookies.

 

 

 

   

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Driving Positivity

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Driving Positivity

Bad reviews happen.  But so do positive.  Make sure you have more of the latter. 

A recent quote from someone in our industry hit the nail on the head: "One bad review out of 20 looks like the customer maybe had a bad day…one bad review out of 3 looks like the business is doing a bad job".  

Every business will and should have some form of negative sentiment.  You can't please all the people all of the time…especially in a high-volume business like restaurants or car dealerships.  It's part of doing business and it makes you human.  See our last blog about negative reviews.  But if your Google reviews look like this image to the right, then you have a problem and it's time to start driving more positive reviews.

Not only do 80% of customers consider NOT doing business after reading a negative review, if those reviews aren't responded to, or if you actually have no positive sentiment at all, you risk that number going higher.    

Here are some best practices - direct from some of our most successful clients who are positively the best when it comes to…well….positivity. 

1) Don't Be an Ass - This is the hardest one, so we're putting it first.  We had a client once tell us that all of his customers are idiots, and he doesn't care what they say.  We actually recommend the opposite.  Your customers are right.  Even when they aren't.  In our experience, customer service sentiment comes from the top.  If you love your customers, so will your employees…and it will show through to your existing customers, potential customers, and your review sentiment.      

2) Ask For It - Most people think that customers just go online to complain.  But studies show that by simply asking a happy customer to spread the word, they will do just that.  Get them when they are the happiest.  While they are in your store, or just after the transaction ask them to go online to leave a positive review.  

3) Make it Easy -  You can ask your clients for reviews, but make sure it's easy for them to do so.  If they are in your store, you can hand them a "thank-you" card with a URL.  The URL could lead to a page on your site with the different review sites and instructions to leave a review.  Alternatively, if you have a CRM (customer relation management) system such as Salesforce, you can email your new happy client with a "thank you"  note and the link.

4) Get Your Staff Involved - One of our clients doesn't pay a salesperson's commission unless their customers have left a certain amount of positive reviews for the month (brilliant).  Let them know how important it for THEM to have positive reviews coming in.  This goes back to #1. 

5) Do it Organically - Stay away from services that will drive positive reviews on your behalf.  Most of them have IP addresses in India and create fake users who leave fake reviews.  This not only looks obvious, but Google has a keen way of knowing what's fake (it's their job).  And Google doesn't like fake.  

Most importantly, make sure you have an eye on all of it.  You should be actively tracking reviews that come in, know the existing landscape of Google+, Yelp, and industry vertical review sites such as DealerRater or ApartmentReviews.com, and have a process for responding to negativity as well. 

And yes, 214 Interactive can do this for you.  Our MONITOR software tracks and aggregates reviews into one awesome dashboard, which can easily be managed and reported on.  

 

 

 



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How to Optimize for Apple Maps

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How to Optimize for Apple Maps

As an iPhone user, you trust Apple with the native apps it has designated for you, right?  Excluding…well…maybe Maps and that super annoying Game Center app (what is that anyways). 

Apple maps has had its share of bad press and mistrust.  Mostly because…well…it historically hasn't been accurate.  So much so that in 2012, Tim Cook apologized publicly, suggested iPhone users use a 3rd party mapping system such as Google, and then fired the VP at Apple responsible for Maps.  

But Apple has come a very long way.  After the iOS 7 release, Google Maps usage on the iPhone dropped from 81mm users to 59 (27%).  And if you haven't used the 3D imaging…it's freaking awesome. 

So as a Business Owner, you need to ensure your Apple Maps listing is optimized.  Here's how & why:

  • INITIATE LOCAL SEO - Local businesses must ensure business listings are normalized within directories across the web.  

WHY?  Because Apple maps takes data from 3rd party directories such as Localeze and Acxiom, and every location-based App on the iPhone defaults to Apple Maps.  So if these directories don't have your information correctly, then 35 million iPhone users won't be able to find you. 

  • MANAGE REVIEWS! - Users are reading reviews directly inside the Apple Map default view.  Businesses must be aware of both positive and negative reviews and actively responding to them.  

WHY?  Because Apple pulls reviews into Maps directly from YELP, and allows users to check-in and leave reviews through Maps to Yelp.  

  • UPDATE PHOTOS  - Ensure Yelp has photos of your business that you want people to see.    

WHY?   Maps has a nifty new slideshow and a tab for photos of your establishment.  PIctures speak louder than words, and having no pictures will pull in an arial view of your roof…which nobody wants to eat on. 

Maps does give you tabs to fix broken or incorrect listings directly on your device.  We have heard it simply doesn't work. 

Oh BTW, we do offer Local SEO and Reputation Management.  Just saying….

 

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