Narrative‌‌+‌‌Reputation‌‌Management‌‌Pro‌(‌ Slides‌1

‌ -27)‌ ‌

‌
Slide‌‌1‌‌ ‌
‌
Thanks‌‌for‌‌joining‌‌me‌‌on‌‌today’s‌‌presentation‌‌where‌‌we‌‌will‌‌cover‌‌why‌‌your‌‌business‌‌needs‌‌to‌‌
manage‌‌its‌‌online‌‌reputation,‌‌and‌‌how‌‌our‌‌tool,‌‌Reputation‌‌Management‌‌can‌‌help.‌‌ ‌
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Slide‌‌2‌ ‌
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Today’s‌‌agenda‌‌is‌‌going‌‌to‌‌cover‌‌three‌‌important‌‌elements‌‌of‌‌how‌‌you‌‌can‌‌win‌‌more‌‌customers‌‌
through‌‌a‌‌stellar‌‌online‌‌reputation.‌‌Consider‌‌how‌‌customers‌‌find‌‌you‌‌online,‌‌why‌‌they‌‌choose‌‌
you,‌‌and‌‌why‌‌they‌‌trust‌‌you.‌‌Then,‌‌we’ll‌‌go‌‌over‌‌how‌‌the‌‌tool‌‌can‌‌help‌‌you!‌ ‌
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Slide‌‌3‌ ‌
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Why‌‌worry‌‌about‌‌an‌‌online‌‌reputation‌‌at‌‌all?‌‌Well,‌‌consumers‌‌have‌‌tipped‌‌the‌‌balance‌‌of‌‌power‌‌
and‌‌are‌‌more‌‌empowered‌‌than‌‌ever‌‌to‌‌get‌‌information‌‌about‌‌a‌‌business‌‌and‌‌get‌‌it‌‌fast.‌‌
Consumers‌‌have‌‌access‌‌to‌‌endless‌‌information‌‌at‌‌their‌‌fingertips,‌‌including‌‌information‌‌that‌‌will‌‌
help‌‌them‌‌make‌‌a‌‌decision‌‌about‌‌businesses.‌‌Therefore,‌‌businesses‌‌that‌‌actively‌‌manage‌‌their‌‌
online‌‌reputation‌‌will‌‌be‌‌the‌‌ones‌‌who‌‌thrive!‌‌ ‌
‌
1Source:‌h
‌ ttps://[Link]/research/local-consumer-review-survey/‌‌ ‌
2Source:‌h
‌ ttps://[Link]/consumer-reviews‌‌ ‌
‌ ttps://[Link]/87-percent-customers-wont-consider-low-ratings-228607‌ ‌ ‌
3Source:‌h
‌
Slide‌‌4‌ ‌
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Helping‌‌customers‌‌find‌‌and‌‌select‌‌your‌‌business‌‌requires‌‌two‌‌main‌‌considerations,‌‌correct‌‌
business‌‌listings‌‌and‌‌online‌‌reviews.‌ ‌
‌
If‌‌prospective‌‌customers‌‌cannot‌‌find‌‌the‌‌business‌‌online,‌‌they‌‌will‌‌go‌‌to‌‌your‌‌competition.‌‌And‌‌if‌‌
a‌‌customer‌‌finds‌‌the‌‌business‌‌online,‌‌but‌‌you‌‌have‌‌a‌‌low‌‌star‌‌rating‌‌from‌‌too‌‌many‌‌negative‌‌
reviews,‌‌they‌‌will‌‌go‌‌somewhere‌‌else‌‌with‌‌a‌‌higher‌‌rating.‌‌Remember,‌‌91%‌‌of‌‌people‌‌trust‌‌
reviews‌‌as‌‌much‌‌as‌‌personal‌‌recommendations.‌ ‌
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Slide‌‌5‌ ‌
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A‌‌customer’s‌‌search‌‌usually‌‌begins‌‌on‌‌Google.‌‌Usually‌‌searching‌‌for‌‌businesses‌‌around‌‌them‌‌
using‌‌location,‌‌searching‌‌for‌‌the‌‌top-rated,‌‌or‌‌sometimes‌‌by‌‌an‌‌attribute.‌‌ ‌
‌
1Source:‌h
‌ ttps://[Link]/report-nearly-60-percent-searches-now-mobile-devices-255025‌‌ ‌
‌
‌
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Slide‌‌6‌ ‌
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When‌‌they‌‌search,‌‌Google‌‌uses‌‌a‌‌complex‌‌algorithm‌‌to‌‌show‌‌them‌‌the‌‌best‌‌matches.‌‌Google‌‌
takes‌‌into‌‌consideration‌‌a‌‌business’s‌‌reputation,‌‌such‌‌as‌‌online‌‌reviews‌‌and‌‌listings‌‌to‌‌rank‌‌
them.‌‌Meaning,‌‌businesses‌‌that‌‌have‌‌a‌‌complete‌‌Google‌‌listing‌‌and‌‌positive‌‌reviews,‌‌are‌‌going‌‌
to‌‌show‌‌up‌‌in‌‌the‌‌top‌‌search‌‌results!‌ ‌
‌
66%‌‌of‌‌your‌‌ability‌‌to‌‌show‌‌up‌‌in‌‌local‌‌search‌‌and‌‌outrank‌‌your‌‌competitors‌‌is‌‌directly‌‌linked‌‌to‌‌
managing‌‌your‌‌listings‌‌and‌‌reputation.‌‌ ‌
‌
Source:‌h ‌ ttps://[Link]/business/answer/7091?hl=en‌ ‌ ‌
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Slide‌‌7‌ ‌
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What‌‌does‌‌that‌‌mean‌‌for‌‌your‌‌business,‌‌though?‌‌Your‌‌reputation‌‌affects‌‌your‌‌ability‌‌to‌‌even‌‌be‌‌
found‌‌by‌‌customers‌‌through‌‌a‌‌Google‌‌search.‌‌Customers‌‌will‌‌find‌‌you‌‌on‌‌Google‌‌only‌‌if‌‌your‌
listings‌‌are‌‌accurate‌‌and‌‌you‌‌have‌‌positive‌‌and‌‌recent‌‌reviews.‌‌ ‌
‌
Slide‌‌8‌‌ ‌
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Firstly,‌‌listings.‌‌Ensuring‌‌the‌‌business‌‌has‌‌a‌‌complete‌‌Google‌‌My‌‌Business‌‌profile‌‌will‌‌increase‌‌
your‌‌chances‌‌of‌‌being‌‌ranked‌‌highly‌‌on‌‌Google‌‌and‌‌thus,‌‌outrank‌‌a‌‌competitor.‌‌ ‌
‌
Google‌‌looks‌‌favourably‌‌on‌‌businesses‌‌that‌‌have‌‌complete‌‌and‌‌accurate‌‌information‌‌because‌‌
they’re‌‌easier‌‌to‌‌match‌‌search‌‌terms‌‌with.‌‌Remember‌‌the‌‌ways‌‌customers‌‌search‌‌for‌‌a‌‌
business—by‌‌location,‌‌top‌‌rating,‌‌or‌‌attribute—if‌‌your‌‌business‌‌matches‌‌those‌‌terms,‌‌you‌‌will‌‌
show‌‌up!‌‌Optimizing‌‌your‌‌Google‌‌listing‌‌with‌‌basic‌‌information‌‌increases‌‌your‌‌chances‌‌of‌‌fitting‌‌
someone’s‌‌search‌‌requirements‌‌on‌‌Google.‌
‌
Source:‌h
‌ ttps://[Link]/2016/08/[Link]‌ ‌ ‌
‌
Slide‌‌9‌‌ ‌
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And‌‌reviews‌‌play‌‌a‌‌crucial‌‌part‌‌in‌‌how‌‌your‌‌rank‌‌on‌‌Google.‌‌Google‌‌only‌‌wants‌‌to‌‌recommend‌‌
the‌‌best‌‌quality‌‌businesses‌‌in‌‌a‌‌search‌‌result,‌‌so‌‌Google‌‌considers‌‌the‌‌number‌‌of‌‌reviews,‌‌
ratings,‌‌if‌‌reviews‌‌have‌‌received‌‌a‌‌response‌‌and‌‌relevance‌‌to‌‌search‌‌keywords.‌‌ ‌
‌
This‌‌makes‌‌having‌‌abundant,‌‌recent,‌‌and‌‌highly‌‌rated‌‌reviews‌‌crucial‌‌to‌‌being‌‌spotted‌‌by‌‌your‌‌
prospective‌‌customers.‌‌Even‌‌if‌‌your‌‌business‌‌matches‌‌all‌‌the‌‌searcher’s‌‌terms,‌‌low‌‌ratings‌‌or‌‌
having‌‌zero‌‌online‌‌reviews‌‌could‌‌mean‌‌you‌‌lose‌‌your‌‌spot‌‌to‌‌a‌‌competitor.‌ ‌
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Slide‌‌10‌‌ ‌
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Now‌‌suppose‌‌after‌‌the‌‌customer‌‌performs‌‌their‌‌initial‌‌search,‌‌they’ve‌‌got‌‌to‌‌consider‌‌the‌‌
businesses‌‌they’ve‌‌found.‌‌What‌‌makes‌‌a‌‌customer‌‌choose‌‌one‌‌business‌‌over‌‌another?‌ ‌
‌
It‌‌comes‌‌down‌‌to‌‌these‌‌crucial‌‌questions.‌‌Is‌‌the‌‌information‌‌correct?‌‌Are‌‌they‌‌reviewed‌‌
positively?‌‌What‌‌do‌‌other‌‌people‌‌have‌‌to‌‌say‌‌about‌‌the‌‌business‌‌online?‌ ‌
‌
1Source:‌h
‌ ttps://[Link]/2018/04/30/consumers-lose-trust-in-businesses-with-inaccurate-nap/‌ ‌ ‌
‌ ttps://[Link]/research/local-consumer-review-survey/‌ ‌
2Source:‌h ‌
‌
Slide‌‌11‌ ‌
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In‌‌this‌‌stage,‌‌listings‌‌matter.‌‌Depending‌‌on‌‌the‌‌type‌‌of‌‌business,‌‌their‌‌listing‌‌identity‌‌will‌‌be‌‌
different‌‌and‌‌they‌‌will‌‌need‌‌to‌‌include‌‌different‌‌attributes.‌‌ ‌
‌
At‌‌this‌‌point‌‌in‌‌the‌‌customer‌‌journey,‌‌the‌‌patient‌‌has‌‌to‌‌consider‌‌their‌‌decision‌‌to‌‌go‌‌forward‌‌
purchasing‌‌from‌‌that‌‌business.‌‌Remember,‌‌80%‌‌of‌‌people‌‌lose‌‌trust‌‌in‌‌a‌‌business‌‌with‌‌incorrect‌‌
information.‌‌For‌‌example,‌‌if‌‌the‌‌customer‌‌is‌‌trying‌‌to‌‌contact‌‌the‌‌pharmacy‌‌within‌‌a‌‌grocery‌‌
story‌‌but‌‌the‌‌phone‌‌number‌‌listed‌‌is‌‌for‌‌the‌‌bakery,‌‌the‌‌customer‌‌will‌‌quickly‌‌lose‌‌trust‌‌and‌‌move‌‌
on.‌‌ ‌
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Slide‌‌12‌ ‌
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Would‌‌you‌‌ever‌‌eat‌‌at‌‌a‌‌restaurant‌‌that‌‌had‌‌only‌‌a‌‌2-star‌‌rating?‌‌No—you’d‌‌keep‌‌looking.‌‌
Almost‌‌everyone‌‌reads‌‌online‌‌reviews‌‌and‌‌even‌‌94%‌‌of‌‌people‌‌have‌‌said‌‌a‌‌negative‌‌review‌‌has‌‌
convinced‌‌them‌‌to‌‌avoid‌‌a‌‌business.‌‌ ‌
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So,‌‌now‌‌that‌‌the‌‌customer‌‌has‌‌found‌‌your‌‌business‌‌online,‌‌you’ve‌‌got‌‌to‌‌ensure‌‌your‌‌reviews‌‌
are‌‌doing‌‌more‌‌good‌‌than‌‌harm.‌ ‌
‌
1Source:‌h
‌ ttps://[Link]/resources/podium-state-of-online-reviews/‌ ‌ ‌
2Source:‌h
‌ ttps://[Link]/reports/online-reviews-survey‌‌‌/‌‌ ‌
‌ ttps://[Link]/learn/local-consumer-review-survey/‌ ‌ ‌
3Source:‌h
‌
Slide‌‌13‌ ‌
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But,‌‌online‌‌reviews‌‌aren’t‌‌the‌‌only‌‌place‌‌customers‌‌are‌‌talking‌‌about‌‌your‌‌business!‌‌Prospective‌‌
customers‌‌also‌‌form‌‌an‌‌opinion‌‌about‌‌your‌‌business‌‌based‌‌on‌‌the‌‌online‌‌content‌‌they‌‌read‌‌
about‌‌your‌‌business,‌‌whether‌‌it’s‌‌in‌‌social‌‌media‌‌content,‌‌a‌‌news‌‌article,‌‌or‌‌Google‌‌Q&A.‌‌ ‌
‌
Imagine‌‌if‌‌your‌‌business‌‌was‌‌being‌‌talked‌‌about‌‌negatively‌‌in‌‌a‌‌news‌‌article‌‌or‌‌a‌‌blog‌‌and‌‌you‌‌
never‌‌knew‌‌about‌‌it?‌‌Unbeknownst‌‌to‌‌you,‌‌it‌‌could‌‌be‌‌turning‌‌away‌‌customers.‌‌ ‌
 ‌
When‌‌it‌‌comes‌‌to‌‌a‌‌business’s‌‌online‌‌reputation,‌‌what‌‌the‌‌business‌‌doesn’t‌‌know‌‌can‌‌hurt‌‌it.‌ ‌
Slide‌‌14‌ ‌
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Let’s‌‌presume‌‌the‌‌customer‌‌finds‌‌your‌‌business‌‌online,‌‌chooses‌‌to‌‌spend‌‌their‌‌money‌‌with‌‌
you…‌‌what‌‌helps‌‌them‌‌become‌‌a‌‌loyal‌‌customer?‌‌ ‌
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Managing‌‌your‌‌online‌‌presence‌‌is‌‌a‌‌never-ending‌‌process.‌‌Never‌‌miss‌‌an‌‌opportunity‌‌to‌‌
capture‌‌a‌‌customer’s‌‌positive‌‌experience‌‌to‌‌then‌‌share‌‌it‌‌with‌‌potential‌‌customers,‌‌repeating‌‌the‌‌
cycle‌‌of‌‌finding,‌‌choosing,‌‌and‌‌trusting‌‌with‌‌even‌‌more‌‌customers.‌‌ ‌
‌
1Source:‌h
‌ ttps://[Link]/70-consumers-will-leave-review-business-asked-262802‌ ‌ ‌
2Source:‌h
‌ ttps://[Link]/guides/examples-responding-reviews/‌ ‌ ‌
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Slide‌‌15‌ ‌
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If‌‌all‌‌of‌‌that‌‌seems‌‌a‌‌little‌‌overwhelming‌‌to‌‌start‌‌tackling,‌‌then‌‌let‌‌me‌‌show‌‌you‌‌how‌‌Reputation‌‌
Management‌‌simplifies‌‌it.‌ ‌
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From‌‌a‌‌single‌‌dashboard,‌‌you‌‌can‌‌stay‌‌on‌‌top‌‌of‌‌your‌‌business’s‌‌online‌‌reputation,‌‌including‌‌
monitoring‌‌and‌‌improving‌‌listings,‌‌monitoring‌‌and‌‌responding‌‌to‌‌reviews,‌‌and‌‌understanding‌‌
what’s‌‌being‌‌said‌‌about‌‌your‌‌business‌‌online‌‌through‌‌mention‌‌and‌‌competitor‌‌monitoring.‌ ‌
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Slide‌‌16‌‌ ‌
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Get‌‌a‌‌comprehensive‌‌look‌‌at‌‌all‌‌aspects‌‌of‌‌your‌‌business’s‌‌online‌‌reputation‌‌to‌‌understand‌‌if:‌ ‌
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Potential‌‌customers‌‌able‌‌to‌‌find‌‌your‌‌business‌‌through‌‌accurate‌‌listings‌ ‌
Your‌‌online‌‌reviews‌‌do‌‌a‌‌good‌‌job‌‌demonstrating‌‌social‌‌proof‌‌to‌‌potential‌‌customers‌ ‌
Your‌‌competition‌‌is‌‌stealing‌‌the‌‌attention‌‌from‌‌your‌‌business‌ ‌
And,‌‌if‌‌there‌‌are‌‌any‌‌negative‌‌online‌‌mentions‌‌of‌‌the‌‌business‌‌that‌‌need‌‌to‌‌be‌‌addressed‌ ‌
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The‌‌overview‌‌page‌‌in‌‌Reputation‌‌Management‌‌can‌‌help‌‌answer‌‌all‌‌these‌‌questions‌‌at‌‌a‌‌glance.‌‌ ‌
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Slide‌‌17‌ ‌
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And‌‌as‌‌we‌‌dig‌‌deeper,‌‌each‌‌tab‌‌in‌‌the‌‌product‌‌uncovers‌‌useful‌‌insights‌‌and‌‌the‌‌ability‌‌to‌‌take‌‌
action‌‌right‌‌then‌‌and‌‌there!‌ ‌
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The‌‌Reviews‌‌tab‌‌is‌‌the‌‌central‌‌hub‌‌for‌‌managing‌‌and‌‌responding‌‌to‌‌customer‌‌reviews.‌‌Get‌‌an‌‌
in-depth‌‌look‌‌into‌‌your‌‌business’s‌‌online‌‌word-of-mouth‌‌with‌‌a‌‌stream‌‌of‌‌reviews‌‌from‌‌the‌‌top‌‌
review‌‌sites,‌‌Google‌‌and‌‌Facebook.‌‌Or,‌‌dig‌‌into‌‌your‌‌niche‌‌category‌‌and‌‌monitor‌‌reviews‌‌from‌‌
[relevant‌‌source‌‌for‌‌their‌‌category].‌ ‌
 ‌
From‌‌this‌‌dashboard,‌‌you‌‌can‌‌easily‌‌see‌‌which‌‌reviews‌‌need‌‌a‌‌response‌‌and‌‌even‌‌respond‌‌to‌‌
Google‌‌and‌‌Facebook‌‌reviews‌‌without‌‌leaving‌‌the‌‌page.‌‌That’s‌‌going‌‌to‌‌save‌‌you‌‌so‌‌much‌‌time‌‌
remembering‌‌login‌‌credentials‌‌and‌‌jumping‌‌from‌‌page‌‌to‌‌page‌‌just‌‌to‌‌see‌‌all‌‌your‌‌reviews.‌ ‌
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Every‌‌review‌‌you‌‌receive‌‌will‌‌trigger‌‌an‌‌email‌‌alert,‌‌so‌‌you‌‌can‌‌learn‌‌about‌‌the‌‌review‌‌within‌‌24‌‌
hours,‌‌and‌‌take‌‌action.‌‌The‌‌importance‌‌of‌‌responding‌‌to‌‌reviews‌‌should‌‌not‌‌be‌‌overlooked.‌ ‌
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Slide‌‌18‌ ‌
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And‌‌speaking‌‌of‌‌responding‌‌to‌‌reviews…‌‌over‌‌53%‌‌of‌‌people‌‌who‌‌leave‌‌a‌‌review‌‌expect‌‌a‌‌
response!‌‌Reputation‌‌Management‌‌offers‌‌a‌‌built-in‌‌review‌‌management‌‌strategy,‌‌making‌‌the‌‌
task‌‌of‌‌responding‌‌to‌‌reviews‌‌super‌‌simple.‌‌ ‌
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Each‌‌Reputation‌‌Management‌‌account‌‌comes‌‌with‌‌40‌‌default‌‌review‌‌response‌‌suggestions.‌‌
Each‌‌Google‌‌and‌‌Facebook‌‌review‌‌will‌‌give‌‌you‌‌the‌‌option‌‌of‌‌3‌‌intelligently‌‌selected‌‌templates‌‌
so‌‌you‌‌can‌‌respond‌‌to‌‌a‌‌review‌‌in‌‌as‌‌little‌‌as‌‌2‌‌clicks.‌‌ ‌
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Plus,‌‌you‌‌have‌‌the‌‌freedom‌‌to‌‌edit‌‌or‌‌delete‌‌any‌‌default‌‌templates‌‌and‌‌create‌‌an‌‌unlimited‌‌
number‌‌of‌‌custom‌‌templates‌‌so‌‌you‌‌always‌‌have‌‌the‌‌perfect‌‌response‌‌queued‌‌up.‌‌ ‌
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Not‌‌only‌‌does‌‌responding‌‌to‌‌reviews‌‌increase‌‌trust‌‌and‌‌credibility,‌‌but‌‌doing‌‌so‌‌can‌‌improve‌‌the‌‌
business’s‌‌search‌‌engine‌‌ranking.‌ ‌
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Slide‌‌19‌ ‌
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Insights‌‌is‌‌a‌‌powerful‌‌tab‌‌to‌‌check‌‌out!‌‌Your‌‌online‌‌reviews‌‌are‌‌brimming‌‌with‌‌important‌‌
feedback‌‌that‌‌comes‌‌straight‌‌from‌‌your‌‌customers’‌‌mouths.‌‌But,‌‌combing‌‌through‌‌every‌‌review‌‌
or‌‌deciphering‌‌their‌‌feedback‌‌can‌‌take‌‌a‌‌lot‌‌of‌‌time.‌‌ ‌
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Through‌‌sentiment‌‌analysis‌‌technology,‌‌Insights‌‌automatically‌‌analyzes‌‌all‌‌your‌‌online‌‌reviews‌‌
and‌‌lets‌‌you‌‌know‌‌what‌‌words‌‌are‌‌being‌‌talked‌‌about‌‌most‌‌often‌‌and‌‌if‌‌they’re‌‌mostly‌‌positive‌‌or‌‌
negative.‌‌Dig‌‌even‌‌deeper‌‌into‌‌the‌‌analysis,‌‌by‌‌seeing‌‌how‌‌customers‌‌describe‌‌that‌‌word.‌‌For‌‌
example,‌‌if‌‌“customer‌‌service”‌‌is‌‌a‌‌negative‌‌keyword,‌‌you‌‌can‌‌see‌‌all‌‌the‌‌reviews‌‌that‌‌describe‌‌
customer‌‌service‌‌as‌‌“slow”‌‌or‌‌“rude”‌‌to‌‌get‌‌all‌‌the‌‌information‌‌you‌‌need.‌‌ ‌
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Insights‌‌like‌‌these‌‌help‌‌you‌‌in‌‌taking‌‌feedback‌‌to‌‌heart‌‌and‌‌making‌‌actionable‌‌changes‌‌at‌‌the‌‌
business‌‌to‌‌improve!‌ ‌
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Slide‌‌20‌ ‌
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And‌‌all‌‌those‌‌positive‌‌reviews‌‌should‌‌not‌‌go‌‌unnoticed!‌‌Using‌‌the‌‌Review‌‌Display‌‌Widget,‌‌you‌‌
can‌‌show‌‌off‌‌your‌‌best‌‌reviews‌‌right‌‌on‌‌your‌‌website.‌‌After‌‌all,‌‌a‌‌staggering‌‌90%‌‌of‌‌customers‌‌
read‌‌reviews‌‌before‌‌purchasing,‌‌so‌‌make‌‌sure‌‌you’re‌‌highlighting‌‌your‌‌best‌‌ones.‌ ‌
 ‌
Your‌‌happy‌‌customers’‌‌reviews‌‌are‌‌a‌‌powerful‌‌source‌‌of‌‌marketing‌‌material!‌ ‌
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Slide‌‌21‌ ‌
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Google‌‌Q&A‌‌is‌‌a‌‌relatively‌‌new‌‌feature‌‌to‌‌Google,‌‌where‌‌any‌‌user‌‌can‌‌pose‌‌questions‌‌to‌‌the‌‌
business‌‌or‌‌answer‌‌questions‌‌from‌‌other‌‌Google‌‌users.‌‌User-generated‌‌content‌‌always‌‌carries‌‌
risks,‌‌however,‌‌and‌‌sometimes‌‌people‌‌post‌‌irrelevant‌‌questions‌‌or‌‌answer‌‌questions‌‌with‌‌
incorrect‌‌information.‌‌This‌‌is‌‌why‌‌it’s‌‌important‌‌business‌‌owners‌‌be‌‌very‌‌vigilant‌‌in‌‌monitoring‌‌
their‌‌Google‌‌Q&A!‌‌If‌‌someone‌‌answers‌‌you‌‌do‌‌not‌‌have‌‌free‌‌wi-fi,‌‌when,‌‌in‌‌fact,‌‌you‌‌do,‌‌you‌‌
could‌‌have‌‌just‌‌lost‌‌a‌‌customer.‌ ‌
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From‌‌this‌‌dashboard,‌‌you‌‌can‌‌answer‌‌questions‌‌left‌‌by‌‌Google‌‌users‌‌and‌‌even‌‌ask‌‌your‌‌own‌‌
questions‌‌to‌‌populate‌‌your‌‌Google‌‌listing‌‌with‌‌FAQs‌‌your‌‌customers‌‌and‌‌potential‌‌customers‌‌
need‌‌to‌‌know.‌ ‌
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Just‌‌like‌‌new‌‌reviews,‌‌you‌‌will‌‌receive‌‌an‌‌alert‌‌for‌‌each‌‌new‌‌question‌‌so‌‌you‌‌can‌‌be‌‌the‌‌first‌‌to‌‌
answer!‌ ‌
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Slide‌‌22‌ ‌
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Let’s‌‌move‌‌on‌‌to‌‌Mentions!‌‌Now,‌‌customer‌‌reviews‌‌are‌‌excellent‌‌for‌‌structured‌‌feedback.‌‌But‌‌
what‌‌about‌‌everywhere‌‌else‌‌online?‌‌Many‌‌times‌‌a‌‌comment,‌‌image‌‌or‌‌news‌‌story‌‌is‌‌written‌‌
somewhere‌‌in‌‌the‌‌nooks‌‌and‌‌crannies‌‌of‌‌the‌‌internet‌‌such‌‌as‌‌blogs,‌‌websites‌‌and‌‌social‌‌media.‌ ‌ ‌
‌
Tracking‌‌online‌‌word‌‌of‌‌mouth‌‌is‌‌simple‌‌and‌‌easy‌‌with‌‌mentions‌‌monitoring‌‌right‌‌in‌‌the‌‌tool.‌‌
Imagine‌‌a‌‌blog‌‌has‌‌posted‌‌some‌‌slanderous‌‌information‌‌about‌‌your‌‌business‌‌and‌‌you’re‌‌
completely‌‌unaware.‌‌The‌‌damage‌‌that‌‌post‌‌can‌‌make‌‌could‌‌be‌‌disastrous.‌‌ ‌
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Our‌‌mentions‌‌monitoring‌‌feature‌‌ensures‌‌no‌‌stone‌‌is‌‌left‌‌unturned‌‌and‌‌you‌‌are‌‌always‌‌aware‌‌of‌‌
what‌‌people‌‌are‌‌saying‌‌about‌‌your‌‌business‌‌online.‌ ‌ ‌
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Slide‌‌23‌ ‌
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Moving‌‌on‌‌to‌‌the‌‌Listings‌‌tab,‌‌this‌‌is‌‌where‌‌you‌‌can‌‌do‌‌work‌‌to‌‌improve‌‌your‌‌online‌‌listings.‌‌
Reputation‌‌Management‌‌monitors‌‌the‌‌top‌‌listing‌‌sites‌‌in‌‌your‌‌industry,‌‌including‌‌search‌‌engines‌‌
like‌‌Google,‌‌review‌‌sites‌‌like‌‌OpenTable‌‌or‌‌TripAdvisor,‌‌plus‌‌many‌‌many‌‌more.‌‌ ‌
‌
The‌‌Listing‌‌Score‌‌is‌‌an‌‌evaluation‌‌of‌‌your‌‌business’s‌‌listing‌‌accuracy‌‌on‌‌these‌‌sites.‌‌Compare‌‌it‌‌
to‌‌the‌‌industry‌‌average‌‌to‌‌see‌‌how‌‌the‌‌business‌‌stacks‌‌up.‌‌ ‌
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Then,‌‌take‌‌action‌‌to‌‌correct‌‌your‌‌listings‌‌right‌‌from‌‌this‌‌page.‌‌You‌‌can‌‌correct‌‌or‌‌ignore‌‌listing‌‌
errors‌‌to‌‌ensure‌‌the‌‌business‌‌is‌‌found‌‌correctly‌‌on‌‌the‌‌most‌‌important‌‌sites.‌ ‌
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Slide‌‌24‌ ‌
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Citation‌‌are‌‌mentions‌‌of‌‌the‌‌business‌‌name‌‌along‌‌with‌‌another‌‌piece‌‌of‌‌business‌‌data,‌‌like‌‌the‌‌
phone‌‌number,‌‌address,‌‌or‌‌website‌‌and‌‌they‌‌are‌‌key‌‌in‌‌search‌‌marketing‌‌optimization!‌‌Accurate‌‌
citations‌‌help‌‌people‌‌discover‌‌your‌‌business‌‌which‌‌can‌‌result‌‌in‌‌more‌‌phone,‌‌web,‌‌and‌‌foot‌‌
traffic.‌‌ ‌
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Each‌‌citation‌‌on‌‌this‌‌page‌‌links‌‌back‌‌to‌‌the‌‌website‌‌it‌‌appeared‌‌on‌‌so‌‌you‌‌can‌‌get‌‌the‌‌full‌‌
picture.‌ ‌
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Slide‌‌25‌ ‌
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Seeing‌‌how‌‌rivals‌‌are‌‌doing‌‌online‌‌is‌‌a‌‌huge‌‌competitive‌‌advantage!‌‌ ‌
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All‌‌it‌‌takes‌‌is‌‌three‌‌keywords,‌‌three‌‌competitors‌‌in‌‌your‌‌market,‌‌and‌‌you’ll‌‌get‌‌an‌‌insightful‌‌look‌‌
into‌‌their‌‌online‌‌share‌‌of‌‌voice.‌‌Online‌‌share‌‌of‌‌voice‌‌represents‌‌how‌‌often‌‌your‌‌business‌‌
appears‌‌in‌‌search‌‌results‌‌for‌‌three‌‌keywords‌‌compared‌‌to‌‌your‌‌top‌‌competitors.‌ ‌
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As‌‌well,‌‌we‌‌can‌‌compare‌‌the‌‌social‌‌audience‌‌or‌‌your‌‌business‌‌and‌‌your‌‌competitors‌‌to‌‌see‌‌
where‌‌you‌‌might‌‌be‌‌lagging‌‌in‌‌terms‌‌of‌‌social‌‌media.‌‌The‌‌Competition‌‌tab‌‌can‌‌reveal‌‌some‌‌
important‌‌insights‌‌and‌‌uncover‌‌opportunities‌‌to‌‌get‌‌ahead‌‌of‌‌the‌‌competition.‌ ‌
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Slide‌‌26‌ ‌
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And‌‌in‌‌the‌‌Social‌‌tab,‌‌you‌‌can‌‌connect‌‌your‌‌social‌‌accounts‌‌to‌‌monitor‌‌likes‌‌and‌‌followers‌‌over‌‌
time,‌‌as‌‌well‌‌as‌‌keep‌‌up‌‌with‌‌customer‌‌conversations.‌‌ ‌
‌
Plus,‌‌if‌‌you‌‌have‌‌ever‌‌wondered‌‌what‌‌employees‌‌might‌‌be‌‌saying‌‌about‌‌the‌‌business,‌‌our‌‌
system‌‌can‌‌also‌‌monitor‌‌employees’‌‌Twitter‌‌feeds.‌‌Stay‌‌in‌‌the‌‌know‌‌with‌‌social‌‌monitoring‌‌right‌‌
from‌‌Reputation‌‌Management!‌ ‌
‌
Slide‌‌27‌ ‌
‌
Lastly,‌‌Reporting‌‌can’t‌‌be‌‌missed‌‌when‌‌it‌‌comes‌‌to‌‌managing‌‌an‌‌online‌‌reputation.‌ ‌
‌
We’ll‌‌deliver‌‌an‌‌executive‌‌report‌‌to‌‌the‌‌business‌‌about‌‌their‌‌performance‌‌on‌‌a‌‌weekly,‌‌or‌‌
monthly‌‌basis.‌ ‌
‌
This‌‌report‌‌contains‌‌vital‌‌information,‌‌including‌‌star‌‌rating‌‌over‌‌time,‌‌most‌‌recent‌‌reviews,‌‌and‌‌
average‌‌review‌‌rating‌‌over‌‌time.‌‌The‌‌Executive‌‌Report‌‌is‌‌a‌‌great‌‌way‌‌to‌‌build‌‌trust,‌‌position‌‌
yourself‌‌as‌‌the‌‌local‌‌marketing‌‌expert,‌‌and‌‌show‌‌how‌‌you‌‌are‌‌delivering‌‌real‌‌and‌‌measurable‌‌
results.‌‌ ‌
‌
Supplementary‌‌slides:‌‌Reputation‌‌Management‌‌Multilocation‌‌
(Slides‌‌28-32)‌ ‌

‌
Slide‌‌28‌ ‌
‌
Thanks‌‌for‌‌joining‌‌me‌‌on‌‌today’s‌‌presentation‌‌where‌‌we‌‌will‌‌cover‌‌why‌‌your‌‌multi-location‌‌
business‌‌needs‌‌to‌‌manage‌‌its‌‌online‌‌reputation,‌‌and‌‌how‌‌our‌‌tool,‌‌Multi-location‌‌Reputation‌‌
Management‌‌can‌‌help.‌‌ ‌
‌
Slide‌‌29‌ ‌
‌
In‌‌a‌‌multi-location‌‌view,‌‌Brand‌‌Managers‌‌can‌‌see‌‌all‌‌locations’‌‌reputations‌‌from‌‌one‌‌dashboard.‌‌
Identify‌‌what‌‌locations‌‌need‌‌attention—based‌‌on‌‌listing‌‌accuracy,‌‌the‌‌number‌‌of‌‌reviews,‌‌and‌‌
overall‌‌star‌‌rating!‌ ‌
‌
Plus,‌‌you‌‌can‌‌see‌‌a‌‌complete‌‌list‌‌of‌‌all‌‌the‌‌reviews‌‌collected‌‌across‌‌the‌‌entire‌‌brand.‌‌Respond‌‌
to‌‌Google‌‌or‌‌Facebook‌‌reviews‌‌right‌‌from‌‌this‌‌page!‌ ‌
‌
Slide‌‌30‌ ‌
‌
For‌‌a‌‌high-level‌‌view,‌‌check‌‌out‌‌the‌‌overview‌‌page.‌‌Here,‌‌you‌‌can‌‌see‌‌how‌‌the‌‌entire‌‌brand’s‌‌
online‌‌reputation‌‌is‌‌doing‌‌across‌‌all‌‌locations.‌‌Drill‌‌down‌‌into‌‌specific‌‌locations‌‌to‌‌get‌‌a‌‌more‌‌
detailed‌‌view.‌‌ ‌
‌
Slide‌‌31‌ ‌
‌
On‌‌the‌‌Manage‌‌tab,‌‌you‌‌can‌‌see‌‌all‌‌reviews‌‌from‌‌across‌‌the‌‌brand.‌‌Filter‌‌by‌‌source‌‌or‌‌star‌‌
rating.‌ ‌
‌
Every‌‌review‌‌the‌‌business‌‌receives‌‌triggers‌‌an‌‌email‌‌alert,‌‌so‌‌you‌‌can‌‌learn‌‌about‌‌the‌‌review‌‌
within‌‌24‌‌hours,‌‌and‌‌take‌‌action.‌‌The‌‌importance‌‌of‌‌responding‌‌to‌‌reviews‌‌should‌‌not‌‌be‌‌
overlooked.‌ ‌
‌
Slide‌‌32‌ ‌
‌
Insights‌‌is‌‌a‌‌powerful‌‌tab‌‌to‌‌check‌‌out!‌‌Your‌‌online‌‌reviews‌‌are‌‌brimming‌‌with‌‌important‌‌
feedback‌‌that‌‌comes‌‌straight‌‌from‌‌your‌‌customers’‌‌mouths.‌‌But,‌‌combing‌‌through‌‌every‌‌review‌‌
or‌‌deciphering‌‌their‌‌feedback‌‌can‌‌take‌‌a‌‌lot‌‌of‌‌time,‌‌especially‌‌for‌‌a‌‌brand‌‌with‌‌lots‌‌of‌‌locations.‌‌ ‌
‌
Through‌‌sentiment‌‌analysis‌‌technology,‌‌Insights‌‌automatically‌‌analyzes‌‌all‌‌your‌‌online‌‌reviews‌‌
and‌‌lets‌‌you‌‌know‌‌what‌‌words‌‌are‌‌being‌‌talked‌‌about‌‌most‌‌often‌‌and‌‌if‌‌they’re‌‌mostly‌‌positive‌‌or‌‌
negative.‌‌Dig‌‌even‌‌deeper‌‌into‌‌the‌‌analysis,‌‌by‌‌seeing‌‌how‌‌customers‌‌describe‌‌that‌‌word.‌‌For‌‌
example,‌‌if‌‌“customer‌‌service”‌‌is‌‌a‌‌negative‌‌keyword,‌‌you‌‌can‌‌see‌‌all‌‌the‌‌reviews‌‌that‌‌describe‌‌
customer‌‌service‌‌as‌‌“slow”‌‌or‌‌“rude”‌‌to‌‌get‌‌all‌‌the‌‌information‌‌you‌‌need.‌‌ ‌
‌
Insights‌‌like‌‌these‌‌help‌‌you‌‌in‌‌taking‌‌feedback‌‌to‌‌heart‌‌and‌‌making‌‌actionable‌‌changes‌‌at‌‌the‌‌
single-location‌‌or‌‌brand‌‌level‌‌to‌‌improve!‌ ‌
‌
‌

Reputation‌M
‌ anagement‌‌Express‌(‌ Slides‌‌33-39)‌ ‌

‌
Slide‌‌33‌ ‌
‌
Thanks‌‌for‌‌joining‌‌me‌‌on‌‌today’s‌‌presentation‌‌where‌‌we‌‌will‌‌cover‌‌why‌‌your‌‌business‌‌needs‌‌to‌‌
manage‌‌its‌‌online‌‌reputation,‌‌and‌‌how‌‌our‌‌tool,‌‌Reputation‌‌Management‌‌Express‌‌can‌‌help.‌‌ ‌
‌
Slide‌‌34‌ ‌
‌
And‌‌as‌‌we‌‌dig‌‌deeper,‌‌each‌‌tab‌‌in‌‌the‌‌product‌‌uncovers‌‌useful‌‌insights‌‌and‌‌the‌‌ability‌‌to‌‌take‌‌
action‌‌right‌‌then‌‌and‌‌there!‌ ‌
‌
The‌‌Reviews‌‌tab‌‌is‌‌the‌‌central‌‌hub‌‌for‌‌managing‌‌and‌‌responding‌‌to‌‌customer‌‌reviews.‌‌Get‌‌an‌‌
in-depth‌‌look‌‌into‌‌your‌‌business’s‌‌online‌‌word-of-mouth‌‌with‌‌a‌‌stream‌‌of‌‌reviews‌‌from‌‌Google‌‌
and‌‌Facebook.‌‌Upgrade‌‌to‌‌Pro‌‌to‌‌monitor‌‌reviews‌‌from‌‌dozens‌‌of‌‌other‌‌sites.‌ ‌
‌
From‌‌this‌‌dashboard,‌‌you‌‌can‌‌easily‌‌see‌‌which‌‌reviews‌‌need‌‌a‌‌response‌‌and‌‌even‌‌respond‌‌to‌‌
Google‌‌and‌‌Facebook‌‌reviews‌‌without‌‌leaving‌‌the‌‌page.‌‌That’s‌‌going‌‌to‌‌save‌‌you‌‌so‌‌much‌‌time‌‌
remembering‌‌login‌‌credentials‌‌and‌‌jumping‌‌from‌‌page‌‌to‌‌page‌‌just‌‌to‌‌see‌‌all‌‌your‌‌reviews.‌ ‌
‌
Every‌‌review‌‌you‌‌receive‌‌will‌‌trigger‌‌an‌‌email‌‌alert,‌‌so‌‌you‌‌can‌‌learn‌‌about‌‌the‌‌review‌‌within‌‌24‌‌
hours,‌‌and‌‌take‌‌action.‌‌The‌‌importance‌‌of‌‌responding‌‌to‌‌reviews‌‌should‌‌not‌‌be‌‌overlooked.‌ ‌
‌
Slide‌‌35‌ ‌
‌
And‌‌speaking‌‌of‌‌responding‌‌to‌‌reviews…‌‌over‌‌53%‌‌of‌‌people‌‌who‌‌leave‌‌a‌‌review‌‌expect‌‌a‌‌
response!‌‌Reputation‌‌Management‌‌offers‌‌a‌‌built‌‌in‌‌review‌‌management‌‌strategy,‌‌making‌‌the‌‌
task‌‌of‌‌responding‌‌to‌‌reviews‌‌super‌‌simple.‌‌ ‌
‌
Not‌‌only‌‌does‌‌responding‌‌to‌‌reviews‌‌increase‌‌trust‌‌and‌‌credibility,‌‌but‌‌doing‌‌so‌‌can‌‌improve‌‌the‌‌
business’s‌‌search‌‌engine‌‌ranking.‌ ‌
‌
‌
‌
Slide‌‌36‌ ‌
‌
Insights‌‌is‌‌a‌‌powerful‌‌tab‌‌to‌‌check‌‌out!‌‌Your‌‌online‌‌reviews‌‌are‌‌brimming‌‌with‌‌important‌‌
feedback‌‌that‌‌comes‌‌straight‌‌from‌‌your‌‌customers’‌‌mouths.‌‌But,‌‌combing‌‌through‌‌every‌‌review‌‌
or‌‌deciphering‌‌their‌‌feedback‌‌can‌‌take‌‌a‌‌lot‌‌of‌‌time.‌‌ ‌
‌
Through‌‌sentiment‌‌analysis‌‌technology,‌‌Insights‌‌automatically‌‌analyzes‌‌all‌‌your‌‌online‌‌reviews‌‌
and‌‌lets‌‌you‌‌know‌‌what‌‌words‌‌are‌‌being‌‌talked‌‌about‌‌most‌‌often‌‌and‌‌if‌‌they’re‌‌mostly‌‌positive‌‌or‌‌
negative.‌‌Dig‌‌even‌‌deeper‌‌into‌‌the‌‌analysis,‌‌by‌‌seeing‌‌how‌‌customers‌‌describe‌‌that‌‌word.‌‌For‌‌
example,‌‌if‌‌“customer‌‌service”‌‌is‌‌a‌‌negative‌‌keyword,‌‌you‌‌can‌‌see‌‌all‌‌the‌‌reviews‌‌that‌‌describe‌‌
customer‌‌service‌‌as‌‌“slow”‌‌or‌‌“rude”‌‌to‌‌get‌‌all‌‌the‌‌information‌‌you‌‌need.‌‌ ‌
‌
Insights‌‌like‌‌these‌‌help‌‌you‌‌in‌‌taking‌‌feedback‌‌to‌‌heart‌‌and‌‌making‌‌actionable‌‌changes‌‌at‌‌the‌‌
business‌‌to‌‌improve!‌ ‌
‌
Slide‌‌37‌ ‌
‌
Moving‌‌on‌‌to‌‌the‌‌Listings‌‌tab,‌‌this‌‌is‌‌where‌‌you‌‌can‌‌ensure‌‌your‌‌Facebook‌‌and‌‌Google‌‌listings‌‌
are‌‌accurate!‌‌Upgrade‌‌to‌‌Pro‌‌to‌‌monitor‌‌your‌‌online‌‌listings‌‌on‌‌more‌‌sites‌‌like‌‌[sources‌‌relevant‌‌
to‌‌their‌‌industry].‌ ‌
‌
The‌‌Listing‌‌Score‌‌is‌‌an‌‌evaluation‌‌of‌‌the‌‌business’s‌‌listing‌‌accuracy‌‌on‌‌these‌‌sites.‌‌Compare‌‌it‌‌
to‌‌the‌‌industry‌‌average‌‌to‌‌see‌‌how‌‌the‌‌business‌‌stacks‌‌up.‌‌ ‌
‌
You‌‌can‌‌take‌‌action‌‌to‌‌correct‌‌listings‌‌right‌‌from‌‌this‌‌page.‌‌You‌‌can‌‌correct‌‌or‌‌ignore‌‌listing‌‌
errors‌‌to‌‌ensure‌‌the‌‌business‌‌is‌‌found‌‌correctly‌‌on‌‌the‌‌most‌‌important‌‌sites.‌‌ ‌
‌
Slide‌‌38‌ ‌
‌
Google‌‌Q&A‌‌is‌‌a‌‌relatively‌‌new‌‌feature‌‌to‌‌Google,‌‌where‌‌any‌‌user‌‌can‌‌pose‌‌questions‌‌to‌‌the‌‌
business‌‌or‌‌answer‌‌questions‌‌from‌‌other‌‌Google‌‌users.‌‌User-generated‌‌content‌‌always‌‌carries‌‌
risks,‌‌however,‌‌and‌‌sometimes‌‌people‌‌post‌‌irrelevant‌‌questions‌‌or‌‌answer‌‌questions‌‌with‌‌
incorrect‌‌information.‌‌This‌‌is‌‌why‌‌it’s‌‌important‌‌business‌‌owners‌‌be‌‌very‌‌vigilant‌‌in‌‌monitoring‌‌
their‌‌Google‌‌Q&A!‌‌If‌‌someone‌‌answers‌‌you‌‌do‌‌not‌‌have‌‌free‌‌wi-fi,‌‌when,‌‌in‌‌fact,‌‌you‌‌do,‌‌you‌‌
could‌‌have‌‌just‌‌lost‌‌a‌‌customer.‌ ‌
‌
From‌‌this‌‌dashboard,‌‌you‌‌can‌‌answer‌‌questions‌‌left‌‌by‌‌Google‌‌users‌‌and‌‌even‌‌ask‌‌your‌‌own‌‌
questions‌‌to‌‌populate‌‌your‌‌Google‌‌listing‌‌with‌‌FAQs‌‌your‌‌customers‌‌and‌‌potential‌‌customers‌‌
need‌‌to‌‌know.‌ ‌
‌
Just‌‌like‌‌new‌‌reviews,‌‌you‌‌will‌‌receive‌‌an‌‌alert‌‌for‌‌each‌‌new‌‌question‌‌so‌‌you‌‌can‌‌be‌‌the‌‌first‌‌to‌‌
answer!‌ ‌
‌
‌
Slide‌‌39‌ ‌
‌
And‌‌all‌‌those‌‌positive‌‌reviews‌‌should‌‌no‌‌go‌‌unnoticed!‌‌Using‌‌the‌‌Review‌‌Display‌‌Widget,‌‌you‌‌
can‌‌show‌‌off‌‌their‌‌best‌‌reviews‌‌right‌‌on‌‌your‌‌website.‌‌Afterall,‌‌a‌‌staggering‌‌90%‌‌of‌‌customer‌‌
read‌‌reviews‌‌before‌‌purchasing,‌‌so‌‌make‌‌sure‌‌you’re‌‌highlighting‌‌the‌‌best‌‌ones.‌ ‌
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