5 Common Challenges Solved with Targeted Social Media Strategy


What are your Social Media goals? Setting goals greatly increases the chance you'll achieve them...but many businesses jump into Social Media without even the thought of what their goals are. Some bring their goals to the table with wide-eyed enthusiasm but get attached to problematic tactics they think will solve their challenges. When things don't work, they give up. With a solid plan and well-defined goals, a targeted Social Media strategy … [Read more...]

10 Tips for Dealing With Social Media and Online Reputation Attacks


Getting off the sidelines and into the game of social media marketing is no easy task. I see some businesses embrace social media and online reputation management, but there are many more who sit on the sidelines. My experience in the last 6 years has shown me that one of the reasons business owners steer clear of social media is they just don't want to leave themselves open to online attacks. They figure, "Hey, if we're not participating then … [Read more...]

“I Hate Yelp” and Other Afflictions Hampering Your Online Reputation Management


As your business adapts to social media marketing, it's crucial to not disregard that part of social media known as online reputation management. While the term "social media" can mean many different things, it boils down to a digital acknowledgment of what your customers think about you. That feedback can appear on any social channel your customers choose and leaving online reputation management out of that equation is dangerous. As I work … [Read more...]

The 4 Core Factors in Delivering Superior Customer Experience


Let's face it, this monumental shift away from spewing propaganda about products and services to people who don't know you and towards connecting and engaging your target customers is very challenging. After all, while what you sell may be awesome, it's why you sell it that brings buyers to you. The ONE thing you can differentiate yourself with is customer experience. Customer experience is the product of an interaction between a company and a … [Read more...]

The Right Way and The Wrong Way to Respond to Negative Reviews


Just like everything in life, there's a right way and wrong way to do things. When you're searching for the right way to respond to negative reviews, the challenge is knowing which is right and which is wrong...and when and how to take that next step. Being savvy with responses to online reviews is an art form for which a talent not many are blessed with. When someone writes something negative about your business, the first reaction, while … [Read more...]

Do’s and Don’ts for Getting Online Reviews


Online reviews are now an integral part of the purchase journey as consumers seek out opinions from "someone like me." 88% of consumers trust online reviews as much as personal recommendations. But getting online reviews is not a simple task. The number one criticism I hear from business owners and managers is how difficult it is to obtain online reviews with any sort of consistency. We're seeing Google continue to make moves that point to … [Read more...]

Negative Online Reviews: 3 Positive Ways They Affect Your Business


Every business owner wants to see glowing online reviews and comments about their organization. It's natural for us to only want the positives pointed out in public. When negative online reviews happen, your first reaction is to retaliate, blame, and/or deny they exist. But what if you started looking at your negative online reviews with as much enthusiasm as the positive reviews? I know all too well what it's like to get negative reviews. I … [Read more...]

8 Characteristics of a Top-Notch Customer Experience Manager


We communicate with customers much more online today and it's important to devote attention to who in your organization is best equipped to handle your most valued assets...your customers and prospects. Marketing, sales, and online reputation management have blurred lines between them and Social Media managers are morphing into Customer Experience managers. Who exactly is the best person to speak for your brand online? After all, their job … [Read more...]

7 Basic Steps to Optimize Your Business Online Reputation


Are you one of the many business owners or managers who find it difficult to manage online reputation? There are literally hundreds of places where your customers can go to share their opinions. While the specific sites and services will continue to evolve over time, there will always be a need for solid strategies to grow, improve and sustain a business' online reputation. Although each review site is unique, there are some basic actions you … [Read more...]

Offline and Online Reputation Management: a Gameplan is Required!


"If you don't like what's being said about you, change the conversation." ~Don Draper Successful offline and online reputation management is difficult. Many businesses struggle with the what, the why and the how to manage their reputation. The goal is to capture your happy, loyal customers' opinions but to get there, many moving parts must align. I notice things. Perhaps it's my love of satire or the fact that Jon Stewart is my idol, but I … [Read more...]