Digital Footprint

Review Management 101

Review Management 101

This past week, two of our clients received negative reviews on their Google listings. The first is an on-again/off-again client whose website we designed, whereas with the second, we’re actively helping them generate a positive digital reputation.

Although this was a little bit of a surprise, on the other hand, I somewhat expected this. The reason for that has nothing to do with the clients themselves. They’re both very good at what they do (which makes our job easier).

In fact, it actually comes down to the simple realization that statistically you just can’t please everyone. With the first client, I know that he had worked his tail off to help this customer have a positive experience, despite the fact that his customer was hard to reach. Meanwhile, the second client is dealing with something far more severe: Pure defamation.

Why go into such explicit detail over a couple bad reviews?

Because reviews are ultimately the lifeblood for small and medium-sized businesses. A couple bad reviews on any of the major platforms, such as Facebook, Google, or Yelp, could lead to countless missed opportunities in the marketplace.

Regardless of whether you’re dealing with a frustrating client, defamation, or simple miscommunication, there is a definitive “right way” and a “wrong way” to response management.

Building a Brand

Building a Brand

When I was in college, one of the first marketing concepts I learned was about the power of a brand. “A brand is a promise,” my professor would say. “It’s a promise to your customers to uphold certain values that represent how you want to do business and be seen by the rest of the world.”

These values can range from creating the expectation of excellent customer service to following a code of ethics with each transaction. The important thing is that those values are consistent throughout a business’ life.

'Tis the Season

'Tis the Season

With Halloween just a mere eight days away, the holiday season is soon to follow. During this time, many retail businesses will be extremely busy as countless holiday shoppers stop buy to purchase gifts for their loved ones.

Some see this as the time to scale back on marketing because business is going so well that there’s no need to get the word out anymore. We’re here to tell you differently.

All's Fair in Love & Reviews

All's Fair in Love & Reviews

This week, the Supreme Court passed down a ruling that allows Yelp to keep third-party reviews on its platform, even if they're defamatory. The primary reason for this ruling is to continually foster free speech. Although this is a huge win for the internet, this can very easily go off the rails for small business owners nationwide.

Back in May, we wrote about how third-party reviews can decide a small business' future. Now, that's true, more than ever.