Steven Haas from SAV Transportation describes how ArcStone dramatically reduced his stress about a daunting 90-day technology transition that he had to make. By providing blueprinting and planning, system architecture, interface design, and more, ArcStone has given SAV Transportation a new application that has moved from 500 users to 12,000. Watch our other videos or contact us to see what ArcStone can do for you.
Recently I was working on a client’s search marketing campaign. Within a few clicks it became apparent just how important monitoring and managing your reputation online can be.
Contributor sites like Yelp, CitySearch & Google Maps / Local make it very easy for anyone on the web to write and publish a review about your business. You might be thinking, “That’s great! We really strive to provide great service, an awesome product (fill in the blank).”
But what about the dangerous cocktail of that one customer who received bad service, slipped through the cracks and likes to talk? You may provide great service 99.9% of the time but one negative review or comment can spread like a nasty virus. You’ve worked for months – even years to build your brand – don’t let one disgruntled person wipe it all away.
Fortunately my client’s online reputation was all very positive but one of their main competitors had numerous scathing, negative reviews and comments that I would guess they know nothing about.
Monitor what people are saying about you
First of all, in order to take action against negative comments about your business you need to know that they exist. If you don’t know they’re out there how can you possibly respond quickly and effectively?
Is the buzz about your business good or bad?
Tools to help you manage your reputation online
One free tool that I like is WhosTalkin. This site lets you search social media conversations. Their search and sorting algorithm uses data from over 60 social media websites like Twitter and WordPress.
WhosTalkin for Reputation Management
Another essential tool for managing your online reputation is Google Alerts.
Google Alerts is an extremely useful tool when you want to know what both consumers and the press are saying about a brand, company, issue or event, or, if you want to know how the public feels about something.
Setting up Alerts is easy. Simply go to Google News and click on the ‘Alerts’ button in the left hand column, choose the word or phrase you wish to monitor, what kind of alerts you want and how often. You can edit and add new ones whenever you like but remember to use quotations to designate an “exact search” if you are monitoring a phrase rather than a single word or you’ll get a lot of irrelevant results.
Google Alerts for Managing Your Reputation Online
Google Alerts can be useful to track the evolution of a news story such as the H1-N1 virus or follow an industry trend. I use it to track SEO trends and product news. It can also be very useful to track the competition and as a reputation management tool. For example, if a disgruntled employee bashes your business on a blog site you will be notified and you can take action.
What should you do if you find a bad review?
Find out who wrote the comment. Who are they? Who do they work for? Is it a competitor? Try to determine what their comment will mean for your business? Is the comment posted on a well-respected, heavily trafficked site? What is their audience reach?
Determine whether the comment is factually incorrect. If it is, request removal or retraction of the comment. Offer to keep the person who wrote the comment up to date on your business via email. If you receive no response leave a comment in your defense at the site. Keep in mind that this should be your last resort. You really want the comment removed.
What if the comment is negative but true?
Try to share your side of the story. Were there extenuating circumstances that kept your business from performing well that day? Note – Don’t make excuses. Show how you are resolving the issue. Did you make an additional hire to help assist customers? Did you change a policy or procedure? Indicate that you are willing to take additional questions or comments via email. Doing so will make the public conversation private.
What can positive review do for you?
Other than giving you a nice stroke and ego boost, a positive comment can have a positive effect in your local search rankings. Local search rankings are influenced by the number of reviews and citations the business has. Citations are “mentions” of your website (may not have a link).
How can you get more positive reviews?
Writing a review for your business may not be on the top of your customer’s list. Let’s face it – It’s a pain. Make it as easy as possible for them to give you good feedback. At ArcStone we use RRR (Ratings, Reviews & Recommendations) pages to help facilitate gathering reviews. The RRR page provides links to the local search sites and explains the process.
Good luck managing your online reputation! Remember if it’s too daunting or you’re just too busy doing what you do – reputation management is a service we specialize in at ArcStone Technologies. Please contact me at lisa@arcstone.com if you’d like details on our SEO & Search Marketing Services.
Flashbelt 2009 is right around the corner. A truly exciting event where local flash designers and developers converge to see some amazing demo’s. A chance to learn what Adobe and flash masters are working on to push the boundaries and maximize the efficiencies of using flash in day-to-day work and play. The event is made up of both presentations and workshops and other events, and is appropriate for all experience levels.
Never been? Check out at least one presentation, you will undoubtedly go back for more. get yourself registered, space is limited.
Learn more about it and see who’s there this year.
Thanks to our friend Dave Schroeder at Pilotvibe, the founder and host
If you like art, and you like people, you’ll love Craftstravaganza – a rogue art and craft fair for handmade art. My wife and I attended last year and were really impressed with the talent and variety of artists – some really great stuff. Great gift buying opportunities at affordable prices.
At that time our baby clothing project was still in the design phase, so one of our goals for this year was to apply to become a vendor – and am pleased to announce we were accepted. Vendors are judged and a limited number are accepted so we were very excited. Come and say hi, and support our local artists. In fact, I will even offer $5 off any onesie or t-shirt if you mention this post! Preview our wares, http://orangerhinokids.etsy.com
Craftstravaganza takes place this weekend, complete information on the website: http://www.craftstravaganza.com/2008/home.html
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Saturday April 26th, 9am – 6pm
Minnesota State Fairgrounds - Fine Arts Building
Complete directions here
Our booth will be directly across from the band (yes there is music too!), our business name is Orange Rhino
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I had the pleasure of hearing a talk by Jillian Perez recently. The subject was “thinking wrong”, a thought process that forces the mind out of cookie-cutter style problem solving and unlocks your creative potential.
Surprising, Innovative, And Down Right Brilliant Solutions
Although Jillian discussed thinking wrong mostly in the terms of graphic design, the techniques can be applied to many situations. Most projects tackled at work or home will require a problem solving thought process. When this process is gone about the “wrong” way, it can yield surprising, innovative, and down right brilliant solutions.
Keep reading for more insight on thinking wrong and my personal take on thinking wrong techniques.
I just started reading a new book: “Let My People Go Surfing: The Education of a reluctant Businessman” by Yvon Chouinard, The founder of Patagonia.
The book is great. The concentration of the books content is the philosophy that Yvon holds and used for the development of his company. I could talk about the book and the specifics but you should just read the book. What’s most interesting to me is the idea of the philosophy and how he has put it into action.
There are a million seminars and books out there that give you the top 8 rules and the 5 most effective techniques to achieve “X”. The sad thing is most people take the seminar or read the book and then use what they learned once or twice, if at all, and then move on to the next popular thing. (I’m all for education and continuous learning, but this seems like waste of resources.) They never take the time to think about develop the foundation that they need (the beliefs, values, and ideals) so they can espouse the ideas through actions. Yvon’s admitted overwhelming management technique is “management by absence”. What I interpret from this is that day in and day out while he was out actually using and testing the equipment Patagonia creates he spent plenty of time thinking about and his ideas and building the foundation he needed to live and apply his philosophy in action.
The next time you read a current business or management book or attend a seminar, I challenge you to ask yourself afterward, “What foundation do I need to build to be able to apply this in action day in and day out?” Spend some time thinking about it over a few weeks before you dive into something else. Pick the three most important things that struck you as you read the book and let that be a filter that you use to view your world through. I find that this helps me build a foundation for which to apply and integrate new things into my daily behavior and actions.
Additional information:
You can purchase the book from Amazon or you can read an excerpt of the book at Outside Magazine’s website
Whenever hawk migration season comes around, my Dad says, “I want a pair of binoculars that tells you what bird you’re looking at.” Not a bad idea. I’ve heard even the most avid birders bemoan the difficulties of identifying “little brown jobs” (LBJs), a catch-all name for any of the thousands of small brown birds which are indistinguishable to the vast majority of us.
Star identification is undoubtedly astronomically more difficult than decoding the minute variations of LBJs. There are billions upon billions of stars, and unless you have access to the Giant Magellan Telescope, they’re going to look pretty darn similar to one another.
There is no longer a need to be intimidated by the million twinkling lights in the sky. The new Meade MySKY Sky Navigator is a silvery-gray gun-like apparatus with Nintendo-esque red buttons that you can point and shoot at the sky to learn about the cosmos.
It’s not a telescope; it’s a GPS system and database. You can hook it up to Meade’s computerized telescopes to have your telescope automatically align to where you point your star gun.
I would have loved this gift when I was a young’un. If you really loved your star-loving kid, you’d buy it — just don’t look at the price tag.
Through November 26, the One Laptop Per Child (OLPC) will be handing out two XO laptops per donation – one to a child in a developing country, and one to a child of your choice. The program is called Give 1, Get 1.
Who can resist when Masi Oka is the spokesman?
Additionally, T-Mobile is rewarding donors with one year of HotSpot access, available in about 8,500 locations in the U.S., such as Starbucks, Borders, airports, and Amtrak stations.
Across the world on Thursday, people learned how to “make life easy.” Yes, there is an entire day devoted to ensure that the services and products important to life are easier to access and simpler to use. While this year’s theme was healthcare, we are going to focus specifically on the Internet, or as some of us like to call it, the Global InterWeb.
The University of Minnesota Office of Information Technology and Digital Technology Center celebrated the day by organizing a free event in the Walter Library on campus with the help of the UMN Usability Services Laboratory. Yesterday’s event included guided tours of the state-of-the-art usability lab, a presentation discussing practical usability practices and a professional panel discussing an overview of the Web Content Accessibility Guidelines.
So what does all of this mean and why is it important?
I haven’t thought about reputation much since high school, and that was primarily other people’s reputations, not my own. Return Path resurrected this term during their webinar Thursday afternoon titled “Reputation 101: Five Things You Need to Know to Get on the Good Side with ISPs”.
The presentation discussed the importance of monitoring your IP address reputation to better understand and manage your email deliverability rates. Reviewing your email bounce rates is one thing, but understanding why your email subscribers are unsubscribing, or not even receiving your messages is another.