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Tag: Online Reviews

  • This Practice Could Save Your Career From One Bad Google Search | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    One of the most important aspects of someone’s credibility today is what Google reveals about them during a search. Most corporations and individuals understand the value of this and grasp the core concept, though they might not be familiar with the term itself.

    Online Reputation Management (ORM) is the process of creating positive content, suppressing negative press and maintaining a strong online image for businesses and individuals.

    Related: Your Business Is One Google Search Away From a Crisis

    Why is ORM important?

    ORM is essential for businesses and individuals in today’s hyperconnected world. Bad publicity usually results in damaged personal and professional reputations online. These issues can lead to being fired by an employer, getting divorced, losing new customers or even having a hard time raising the next round of funding.

    Think of ORM as digital reputation. The internet doesn’t forget easily, and even a single negative article or viral post can overshadow years of good work. That means your Google search results are often the first “introduction” a potential client, investor or employer has to you.

    Step #1. Monitoring

    Several key elements of ORM help prevent potential disasters. The first is monitoring your online presence to see what people are saying about you or your company. Good monitoring could have prevented the situation above by allowing you to respond before the wave of cancellations and negative feedback.

    The best course of action for this is to use a monitoring tool that helps you track your name online. These tools are often easier, cheaper and more effective than manually searching your name across various platforms. I’ve personally seen companies catch inaccurate information within hours and have it corrected before it picked up traction, saving them from what could have become a reputation nightmare.

    Related: How to Better Manage Your Brand’s Reputation in the Digital Age

    Step #2. Reach out to the source

    After you identify negative search results that you want to delete from Google, the next step is to send an email or reach out via social media to each publication. This is a delicate method, and it’s important not to appear defensive, as that can make the situation worse, and things could go viral.

    The success of this ORM strategy depends on the specific publication and editorial team: the bigger the publication, the fewer chances you have. Smaller blogs and community sites may be open to correction if the content is outdated, misleading or factually incorrect. On the other hand, going after a national news outlet rarely yields results.

    Related: How to Calmly Confront Bad Reviews and Turn Them Into Growth

    Step #3. Improving your reputation

    The best method to fix your reputation is to use the right SEO and PR techniques to push down or bury negative search results in search engines like Google and Bing. By optimizing positive content with the proper SEO techniques, you can rank the positive content higher in search engines and reduce the visibility of unwanted articles, images or forums. On average, it takes 6–12 months to clean the negative search results.

    A strong ORM strategy and persistence can sometimes remove or de-index certain negative pages from search results entirely, particularly if they violate platform guidelines or are misleading. In cases where de-indexing isn’t possible, internet suppression techniques-such as promoting high-authority content — can be used to overwhelm negative content with more relevant, positive search results.


    Over time, Google’s algorithm begins to prioritize your new content. The key is consistency — one or two articles won’t shift results. But six or nine months of steady online reputation work can transform the first page of search results.

    A law firm client I worked with had their reputation nearly ruined due to their arrest. By publishing client success stories, creating authoritative positive content and earning media mentions, we were able to push the false claims to page two within nine months and, as you know, very few people click past page one.

    A case study of ORM in action

    Wendy’s made a huge impact on its online reputation when its social media account rebranded to capitalize on trending memes at the time.

    The Twitter account became known for “roasting” users, connecting trending Twitter phrases to their products, and using humor to build engagement. Although their ORM strategy can’t be conclusively tied to a sales increase, it clearly didn’t hurt.

    Related: Grow Your LinkedIn Audience 10x With These Expert Tips

    Bringing it all together

    Online reputation management is the strategic process of improving the perception of a personal or business brand on search engines like Google. In a world where public perception is shaped by search engines like Google, ORM is no longer optional — it’s essential.

    Whether you’re an entrepreneur raising your next round, a corporation protecting shareholder trust, or an individual applying for a new role, ORM is a long-term investment in credibility. If you don’t control your narrative, someone else will, and it may not be flattering. The companies and people who thrive online are the ones who understand that reputation isn’t just what you do offline; it’s what Google says about you.

    Ross Kernez

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  • How This Texas Farmers Market’s Gamble Paid Off Big | Entrepreneur

    How This Texas Farmers Market’s Gamble Paid Off Big | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    Fall Creek Farmers Market in Humble, Texas, is not just a spot to stop by for your Sunday morning coffee and a fresh vegetable or two. Owners Jonathan and Andrea Haskin built this vibrant space with a vision to change their community’s food shopping habits and educate their customers on the importance of buying fresh and local items.

    The couple came up with the idea for the market in 2015 when they started taking a longer look at what kind of food they had available to them and realized they had to travel far and wide just to source quality ingredients from local farmers. What would happen if they brought their community closer to the source?

    Related: Top Health and Wellness Franchises

    To their delight, the Haskin’s neighbors embraced the concept. Situated in the beautiful Fall Creek neighborhood, the market’s outdoor setup is near a golf course and several walking trails, drawing tons of people and their pets into the space every Sunday morning.

    Jonathan and Andrea prioritize being present in their space and providing a personalized experience for every visitor. Getting set up two hours before the market opens and staying until the last group trickles out, the pair walk around to greet and share their story with customers. In the market’s early days, their daughters sat at the entrance making bracelets for shoppers as they walked in.

    This community feel is what drew in reviewer Forest B., now a regular visitor of Fall Creek Farmers Market. “All of the vendors were so personable, willing to share advice and their specific stories,” his review reads. “I particularly enjoyed the cultural diversity. So much to learn at each booth.”

    With 20+ vendors spanning global cuisines, there is no limit to the kind of food you can sample at Fall Creek Farmers Market. On his first visit alone, Forest tried a Colombian coffee blend, two empanada flavors, Vietnamese egg rolls, and an Italian ice dessert. The cherry on top was getting to engage with the vendors themselves, learning firsthand about their products and journeys.

    Related: 4 Reasons Why You Should Enter the Health and Wellness Industry

    “One [vendor] that’s not mentioned in my review is the Indian couple who serve prepared foods there,” Forest said. “They are a little bit older. That’s completely different, say, from the couple who owns Frostbite, which is the Italian ice vendor. They’re youngsters and [are] actually looking to you to provide them information on your journey here in the United States. So you just learn quite a bit about the people. Sometimes people are a little surprised to find out that you know a lot about topics in their areas, but the way you learn a lot is by talking to people and being open and receptive.”

    Forest’s experience is a perfect example of Jonathan and Andrea’s educational ecosystem in action. First and foremost, the market aims to teach its visitors about the importance of fresh, quality food. The Haskins ensure their vendors share this passion and make an effort to educate every customer who visits their booth. 90% of Fall Creek’s vendors farm and ranch full-time. Some even take agriculture classes at Texas A&M.

    “They live it as we do,” Jonathan said. “And it starts from the inside. We are really passionate about immersing ourselves into the market, and we are very selective with who we allow [to be] a part of our team.”

    Jonathan and Andrea’s goal is to be the tipping point that pushes customers into the world of local food shopping, and they’ve found that preparation is key. They engage with customers online ahead of each sale to make sure they have all the information they need for a smooth visit. Because offerings shift each week to spice things up for shoppers and ensure seasonal produce stays front and center, Jonathan and Andrea provide a list of vendors and produce options in advance to help customers plan their meals and build out their grocery lists before arriving at the market.

    Related: How This Healthy Food App Scored a $200K Investment

    The most faithful customers do around 80% of their food shopping at Falls Creek Farmers Market, which was the vision the owners had in mind when they set out to build a business.

    “It’s not a craft show. It’s not a bake sale. You can actually come and get your pastured eggs and real items,” Jonathan said. “Knowing where your food is from is a big deal. It’s like getting a root canal or heart surgery. So it feels really good to be able to serve and to be able to give them access as we have it.”

    Not only is shopping locally good for your health, but it’s good for the local economy. Forest stressed the importance of spending your money and time at small businesses.

    “Business owners typically are here from other countries. [They] come from backgrounds in which there was virtually no safety net, so they bring their knowledge to the United States. When I’m looking at these businesses, I’m looking at how I can learn more so I can help other people in the community continue to start these small businesses that make our economy run.”

    Beyond making visits, reviewing is a powerful way customers can show support. Jonathan and Andrea take every review they receive to heart, always looking to expand the offerings and inclusivity of their space. They find it important to stay receptive to feedback, keeping the dialogue with customers open, genuine, and full of love.

    In addition to prioritizing customer education and building community, Falls Creek Farmers Market believes:

    • Passion starts from the inside. Put love and care into what you do and it will trickle down to your partners and employees—and ultimately your customers.
    • Preparation is key. Communicate online with your customers ahead of a sale so they know what to expect. Plus, make time to help out with any problems that come up.
    • Supporting local is a great way to learn new things. Opening up your mind and heart to small businesses might just help you discover an important lifestyle change.

    Listen to the episode below to hear directly from Jonathan, Andrea, and Forest, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Pandora and Soundcloud.

    Editorial contributions by Callie Morgan and Kristi Lindahl.

    Emily Washcovick

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  • How to Get Your Online Image (and Reviews) Back on Track | Entrepreneur

    How to Get Your Online Image (and Reviews) Back on Track | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    Much like client-focused specialists in any industry, financial services professionals depend mainly on the perception and level of trust surrounding their name, particularly when generating business and keeping pace with the competition.

    Your financial services reputation not only engenders the credibility needed to attract new prospects but strengthens trust and loyalty among existing clients, ensuring they look to your company for guidance, advice and, ultimately, value over the long haul.

    Building a trustworthy reputation in the financial services industry begins with a solid, proven approach to customer service and client communications. But in the digital age, it must also include a coordinated and strategic accounting of your online presence, especially the online reviews, platforms, and digital profiles consumers use to research your company.

    Below, I explore best practices to help you uphold your company’s reputation and foster trust among clients and across the financial services field.

    Prioritize transparency and clear communication

    Focusing on effective and open client communications sets the stage for a strong brand reputation, providing a solid foundation for positive, lasting client relationships. Prioritizing clear and transparent communication at all touchpoints is essential for nurturing trust and reinforcing the sense of reliability clients need to stick around for the long term.

    Whether it’s discussing financial strategies, explaining terms and conditions, or providing updates on investments, it’s crucial your clients fully understand the information you’re conveying. It also helps to avoid using industry jargon (when possible) and encourage questions that facilitate open dialogue. More often than not, a healthy client-advisor relationship can only survive when communication is clear, complete, and convenient.

    Related: 5 Examples of Companies Succeeding Through Transparency

    Set realistic expectations

    Setting realistic expectations at the outset is essential for managing client perceptions of your services and your advisory firm. Instead of overpromising or guaranteeing unrealistic returns, it’s critical to be honest about potential risks and rewards associated with different investment options right from the beginning.

    In my experience, clients who feel informed and confident about what you’re doing and how you’re pursuing their objectives are generally far more likely to trust your advice and remain loyal to your company. They’re also much likelier to speak positively about your company among loved ones and across online review platforms.

    Be timely and responsive

    There are few financial services companies, or firms of any industry, for that matter, that are immune to client complaints, especially with so many online platforms for consumers to air their grievances.

    When faced with a bad review or complaint, it’s crucial to approach the situation professionally and from the client’s point of view. Even if the client’s account of things doesn’t really add up, actively listening to their concerns, being apologetic, and working toward a prompt resolution tend to be the best ways to mitigate the issue and prevent it from getting worse down the line.

    Replying to reviews politely and with a solutions-based mindset can turn a negative experience into a positive one. And when that exchange is done online, it has the potential to show others you take the client experience seriously and will do whatever is needed to make things right.

    Seek out feedback whenever possible

    It may not seem intuitive, but encouraging clients to provide feedback on their experience with your financial services company can be an effective way to combat negative feedback and boost your rating across online review sites. When done right, actively seeking feedback at critical client touchpoints – and on your terms – helps reduce future surprises from popping up in the online review process while allowing you to better steer the brand conversation in your favor.

    You can request feedback in any number of ways, including through surveys, follow-up emails, or one-on-one discussions. Actively listen to their suggestions, comments, and concerns, and continually use this feedback to improve your services. Demonstrating a commitment to listening and improving based on client input can bolster your company’s reputation.

    Leverage client testimonials to your advantage

    Positive client testimonials provide a compelling tool for promoting your value and strengthening your financial services reputation. Testimonials offer invaluable social proof that tends to resonate with consumers, and sharing that glowing feedback on your website, in marketing materials, and across social media channels is a great way to maximize its impact on your audience and your brand. Spreading the word by promoting authentic testimonials helps build credibility and instill confidence in prospects seeking your expertise.

    Related: Make Customer Testimonials Meaningful

    Monitor online reviews carefully

    Responding to online complaints and proactively requesting reviews can be powerful ways to boost your online ratings. Yet, these methods are just one piece of the reputation and review management puzzle. Tracking reviews and other online threats on sites like Google, Yelp, and industry-focused platforms is critical to identifying and mitigating new reputation risks swiftly.

    Showcase your expertise

    Showcasing your expertise and thought leadership online doesn’t just position you as your area’s go-to financial services pro. It also solidifies your credibility, providing a reputational firewall of positive, professional content that promotes your value while helping to shield brand integrity from negativity and online threats.

    So, how do you spotlight your credentials and bulk up your reputation in the process? These days, thought leadership is built online by sharing valuable insights and educational content through articles, blog posts, interviews, and videos across high-authority channels that support and elevate your position. By promoting your expertise through high-value content and doing so consistently, you can continually build and reinforce your industry authority while attracting new clients.

    Building a positive reputation, especially in the financial services space, takes a commitment not just to prioritizing an exceptional client experience but proactively managing your online presence. Combining a robust client service model with a comprehensive approach to managing online reviews, profiles, and thought leadership is critical to cultivating the trust, loyalty, and business your advisory firm needs to thrive.

    Adam Petrilli

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  • How to Lower the Risks to Your Brand Reputation (and Build an Image that Wins New Business) | Entrepreneur

    How to Lower the Risks to Your Brand Reputation (and Build an Image that Wins New Business) | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    There’s little doubt about what brand reputation means to your business and your bottom line. In fact, how people size up your image and, ultimately, connect with your brand, whether online or in-person, is more important than ever.

    It often takes years to build an image that engenders trust and cultivates customer loyalty. Yet, all the work you put into that effort can be shattered in a moment, many times due to unforeseen events, missteps or even things out of your control.

    As an entrepreneur or business owner, safeguarding your company’s reputation is critical for what happens tomorrow and next week and for long-term sustainability and success. And tackling reputational threats typically means taking a proactive approach, lowering the risks to your brand’s reputation through planning, careful strategy execution, deep research and understanding of your audience and market.

    Below, I walk you through a few practical strategies to protect and enhance your brand’s reputation while maintaining the razor-sharp competitive edge you need to stand out in our fast-paced (sometimes perilous) business environment.

    Related: The Relationship Between Reputation and Brand

    Make customer satisfaction your top priority

    Whether selling cars or delivering meals, customer satisfaction is always at the heart of a strong and compelling brand reputation. That may seem obvious, but in today’s online-driven, review-happy environment, customers have more power than ever to share their experiences and generate conversations (good or bad) about your company. Keeping those discussions on the positive side starts by prioritizing exceptional products and personalized services that strive to exceed customer expectations.

    Building a customer-first approach involves several factors, including actively seeking feedback and listening to customer concerns. It’s also centered on addressing issues promptly and apologetically and providing satisfactory resolutions. Remember: happy customers are more likely to become brand advocates on the web, spreading positive word-of-mouth and contributing to your brand’s positive reputation. Pursuing a top-notch customer experience model is one of the best ways to generate that praise and cultivate trust online.

    Related: 7 Powerful Ways to Improve Your Brand Reputation and Recognition

    Keep it transparent

    Transparency builds trust with those your business relies on to thrive. Taking a transparent approach means being open and honest with customers, employees, stakeholders and the public.

    If mistakes or crises happen, it’s generally best to acknowledge them and take responsibility (if needed) as quickly as possible. Concealing or downplaying problems can lead to PR nightmares that often do even more reputational damage down the road.

    Instead, aim for transparency whenever possessive, and leverage that approach as an opportunity to showcase your commitment to integrity and accountability.

    Monitor online presence and respond to feedback quickly

    In our hyper-digital age, your business reputation can be influenced, swayed or even destroyed by what’s said online. Monitoring your online presence, including social media, review sites and forums, is essential for knowing what’s being said about your brand on the web and staying ahead of negativity and optimizing your crisis mitigation strategy. Responding proactively to customer feedback, both positive and negative, is also a must. Engaging with customers online shows that you value their opinions and are dedicated to providing a positive experience.

    Create (and execute) a crisis communication plan

    No matter how well-prepared your team is, online crises can attack anytime. Having a crisis communication plan in place allows you to keep things in perspective and take control of the situation before it snowballs into a major brand disaster.

    An effective crisis plan provides the chance to identify potential risks and scenarios that could harm your brand’s reputation and develop a clear protocol for responding to problems. A well-executed crisis communication strategy allows you to mitigate the impact of an adverse event while preserving your credibility with customers.

    Foster a positive company culture

    Your business reputation extends beyond just your products and services; it includes your company culture and how employees perceive and connect with your brand. Cultivating a positive and inclusive work environment that values employee well-being and professional growth is critical to strengthening your image among those you depend on and earning positive, reputation-enhancing ratings on popular employee sites like Glassdoor.

    A satisfied and engaged workforce is more likely to advocate for your business and convey positive company sentiment that resonates with customers and the public.

    Engage in Corporate Social Responsibility (CSR)

    Incorporating CSR initiatives into your business strategy demonstrates your brand’s commitment to social and environmental causes. Engaging in meaningful CSR activities benefits society and strengthens your reputation as a responsible and compassionate organization. It also shows many stakeholders (customers, employees, etc.) that you share their values and have a sincere, proactive investment in building a safe and healthy community.

    Related: 5 Ways Leaders Can Make Their Teams Happier and Healthier Without Spending Much

    Taking action and lowering risks provides a big advantage online

    Your brand reputation is an intangible but invaluable asset that requires careful attention and protection. Cultivating a compelling brand means taking a proactive approach that includes prioritizing customer satisfaction, taking a transparent tack to communication, monitoring your online presence, implementing an effective crisis communication strategy, fostering a positive company culture and engaging in CSR initiatives that lower the risks to your brand’s reputation.

    Consistent effort, integrity and a customer-centric approach will help you build a resilient and positive brand reputation that stands the test of time and propels your business toward long-term success in today’s competitive landscape.

    Adam Petrilli

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  • FTC Proposes Rule to Protect Consumers from Fake Reviews | Entrepreneur

    FTC Proposes Rule to Protect Consumers from Fake Reviews | Entrepreneur

    The Federal Trade Commission has proposed a new rule that would penalize businesses for using deceptive marketing tactics such as generating fake reviews, hiding honest negative reviews, and paying for positive reviews — all of which deceive consumers and damage honest businesses, the agency said on Friday.

    In the notice of proposed rulemaking, the FTC also noted the widespread adoption of generative AI and its subsequent potential to make it easier for bad actors to generate fake reviews.

    “Our proposed rule on fake reviews shows that we’re using all available means to attack deceptive advertising in the digital age,” said Samuel Levine, director of the FTC’s Bureau of Consumer Protection, in a statement. “The rule would trigger civil penalties for violators and should help level the playing field for honest companies.”

    Related: ‘Click to Cancel’ Rule Could End the Cycle of Subscription Traps

    The proposed rule would prohibit and penalize a range of “clearly deceptive practices,” including the sale or acquisition of fake consumer reviews and testimonials, purchasing positive or negative reviews, company-controlled review websites, suppression of negative reviews, and buying fake followers or views to “misrepresent importance” for commercial gain.

    The rule aims to filter out false and misleading testimonials that give some businesses an unfair advantage, as the positive reviews may attract consumers but not actually reflect the customer base or level of satisfaction.

    According to Public Interest Research Group, as much as 30-40% of online reviews are fake, per The Washington Post. Under the proposed rule, those fake reviews would not only be banned but also carry a potentially hefty fine.

    “Although the FTC has taken strong enforcement action in this area recently, case-by-case enforcement without civil penalty authority might not be enough to deter clearly deceptive review and testimonial practices,” the agency said in the release.

    The FTC is accepting public comments on the proposed rule for 60 days, after which it will review and then issue a final ruling.

    Related: The FTC Is Suing Amazon For Allegedly Signing Up Customers For Prime Without Their Consent

    Madeline Garfinkle

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  • 5 Strategies for Building Loyalty With Customers | Entrepreneur

    5 Strategies for Building Loyalty With Customers | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    These days, it’s crucial for every business owner to monitor their company’s online presence and know how their brand resonates with existing and potential customers. The metric used to measure this component of marketing (and brand) is often known as your reputation score.

    Knowing your reputation score not only provides a broad overview of your brand’s online performance and sentiment but can create a powerful starting point from which to strengthen your image, generate leads, increase sales and develop that oh-so-critical social proof needed to build consumer trust.

    Below, I’ve compiled a list of factors you can use to estimate your online reputation score and better understand your brand footprint across the web.

    Related: 7 Powerful Ways to Improve Your Brand Reputation and Recognition

    What factors should you consider when calculating your score?

    While there is no exact formula for calculating your reputation score, you can gather data from various sources to shape and understand your brand’s total online impact. Here are five factors to consider when adding up your score and how to use them when measuring your more considerable branding efforts.

    1. Customer reviews

    Few things affect your score and draw more online attention to your brand than customer reviews. Search engines, niche industry-specific review sites, and general review pages are everywhere. Your score can vary drastically from page to page, and bad reviews are inevitable. How you handle them is far more critical.

    Related: Here’s Why You Shouldn’t Worry About Your Business Getting Bad Reviews

    Most consumers will comb through 10-15 reviews before taking the next step down the sales tunnel. So monitor your reviews closely and develop a review management strategy. The more you know about the customer experience with your brand, the more valuable feedback you have to improve it.

    2. Employee ratings

    Sites like Indeed and Glassdoor allow current and former employees to review your company anonymously. Many job seekers base their decision to apply on employee reviews. If they use this information to gauge your company’s reputation, so can you. Here are a few questions to consider when factoring employee reviews into your reputation score:

    • Are there more negative than positive reviews?
    • Can you find commonalities in the negative?
    • Does your current work environment reflect the comments employees left?
    • Do reviews bring to mind any areas that require a change in leadership tactics?

    Related: 5 Highly Effective Leadership Traits Even the Best Leaders Can Forget

    Transparency is a valuable company asset, and modern consumers will turn their back on a business accused of treating employees poorly. So, no business can afford to ignore employee reviews.

    3. Local listings

    Local listings significantly impact your company’s reputation score, particularly as it holds up against competitors in local search results. For example, if you own a salon, search for “get a haircut near me” or “hair salon near me” for a quick view of your visibility on local search pages.

    Related: Increase Your Marketing Reach With Google SEO and SERP Doing the Heavy Lifting

    How do you improve your local search ranking and, by extension, your local search reputation? Start with your local listings. Is the information up to date? How do the reviews look? Nearly all consumers click links appearing on the first search page. Therefore, your SERP position clearly indicates how you score across local search pages.

    4. Long-tail search terms

    Long-tail keywords contain between three and five words to attract consumers seeking answers to specific questions. Scoring well in a long-tail search can significantly impact your overall reputation score and conversion rates.

    Scoring yourself on long-tail terms is as simple as typing questions or phrases relevant to your industry and common among consumers. Once you know how you score, you can develop SEO content to boost your ranking and position your brand higher in the industry.

    Related: SEO and Content Marketing Is the Perfect Marriage for Your Business. Here’s Why.

    5. Social media presence

    Your social media presence often has an outsized impact on your reputation score. And in an era when so many consumers interact with brands on sites like Facebook and Tik Tok, it also tends to consume a big slice of the brand reputation pie. For example, a single viral complaint video or data breach can turn your business upside down in a moment. In addition, customers use social media to engage with companies and will not hesitate to make their experience public.

    Your social media presence also provides a wealth of data. With an efficient analysis, you can paint a more comprehensive picture of the quality and quantity of attention your company generates. This is also a place for soliciting reviews and addressing issues you discover through them.

    How can you improve your reputation score?

    You can use collected data to compare your business with competitors and develop better outreach strategies. Consider some steps you can include in your approach to boosting your reputation:

    • Solicit more positive reviews by asking for them yourself or using a service to get them.
    • Reach out to your customers more often, showing them that you prioritize their experience over your profits.
    • Create quality content to drive convertible traffic to your website and social media.
    • Answer good and bad feedback professionally and promptly.

    Your reputation score can change as quickly as your marketing strategies. Therefore, consistent monitoring is the key to maintaining control of your brand reputation and addressing issues before they become more credible threats.

    Related: How To Deal With Negative Social Media Comments

    Are you concerned about your reputation score?

    Building a successful brand and influential online presence demands a multi-channel approach to improving the customer experience. Companies of all sizes can benefit from brand specialists and staff dedicated to online review management. When online engagement is up, and customers project excitement about your products or services, growth remains on the horizon. Monitoring your reputation score is an effective means to get you there.

    Adam Petrilli

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  • How to Grow Your Business With Online Reviews | Entrepreneur

    How to Grow Your Business With Online Reviews | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    Online reviews are crucial, even for new businesses in entirely new market categories. In fact, reviews may be more important for you because you have to prove two things to potential buyers:

    1. That you can actually solve their problem

    2. That your company is good to work with

    You’re brand new, so without someone else’s say-so, you have no way to prove this. Online reviews help you stand out and prove your value. Here’s how they can be used to grow your startup:

    Related: 4 Things to Know About Online Reviews (and Why You Can’t Afford to Ignore Them)

    5 ways to leverage online reviews for growth

    1. Rank higher in search results

    Online reviews are a key ranking factor for Google and other search engines. Google et. al. want to show searchers the most relevant, helpful and authoritative results, and they use online reviews to help them do it. This doesn’t just apply to local businesses. It applies to everyone.

    If you’re creating a brand new market, this will take time to show results. But as soon as people begin searching for [XYZ] services that you offer — and they may be already — this will turn into a lead funnel for you.

    2. Become the category leader

    It’s tough to create a new category, but it’s much easier to stand out in an existing one. All you need is a good product and enough people saying that you’re great. You can stand out in review platforms, market research reports and approved vendor lists — all by simply earning more online reviews than other companies in the same category.

    3. Get on “Best of” and “Top 10” lists

    An unfortunate truth: Most of those “Best [XYZ] Providers” and “Top 10 [XYZ] Tools for [Industry]” are written by junior editors who do a Google search and reference whoever shows up on the first two pages.

    If you earn more online reviews, you will show up higher in those search results, giving you a significantly higher chance of getting on one or more of these “Best of” lists, which then:

    • Causes you to rank even higher in search results

    • Gives you high-quality backlinks

    • Helps you get on even more “Best of” lists and other recognitions

    • Drives more ready-to-buy traffic to you

    It’s a virtuous cycle that you really want to tap into. If you aren’t included in these lists organically, you can reach out to the platforms to ask for inclusion and point to your reviews to back up your case for why you should be included.

    4. Turn market opinion into “dark social”

    Dark social is a marketing term for word-of-mouth in the internet era. It’s difficult to track, but it’s incredibly valuable. The more positive reviews you earn, the more people you have primed to mention you in online chat groups, direct messages, social media comments, emails, text messages and more.

    The more people you have saying good things about you, the more likely you are to win new customers and become the market leader. Isn’t that what every startup wants?

    5. Use social proof throughout the buying cycle

    Turn those reviews into mini-case studies, weave them into your blog posts and emails, share them on social media, and create ad campaigns out of them. These are incredible assets to help create demand and sway prospects into choosing you. Why? Because you’ve proven that you can solve customers’ problems and that you’re good to work with.

    Related: Online Reviews Are the New Social Proof

    How to get reviews (and what to do when you get them)

    1. Pick a platform

    There are tons of third-party review platforms, like Google, G2, Capterra, Angi, TripAdvisor and Glassdoor, to name a few. The most important one for you to focus on is wherever your potential customers are most likely to search. If you’re not sure, look at where your competitors are putting most of their review efforts. There may be multiple, but for starters, pick the one where customers are most likely to find you.

    2. Make the ask

    Snag your review link from your platform of choice, and then ask customers for a review after you’ve given them a great customer experience. Ask for the review:

    You can just say: “We loved working with you! Please leave us a review at [review link]. Thank you!” You may want to use a review management platform to request and manage reviews from one place, but you can also start including asks into your regular communications.

    3. Respond to reviews ASAP

    Potential buyers aren’t only looking at who has the most reviews. They’re also looking at how companies respond to those reviews. Whether and how you respond are clear indicators of what you’ll be like to work with. If you want to prove that you’re reliable and can solve customers’ problems, you’ve got to respond.

    Online reviews are a crucial asset for startup growth. You can earn more of them — and get all the benefits mentioned above — but you’ve got to actually start asking for them.

    Related: Here’s How to Get Your Customers to Leave Positive Reviews (And Why You Can’t Afford Not To)

    Kenneth Burke

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  • How to Protect Your Law Firm’s Public Perception by Managing Online Reviews | Entrepreneur

    How to Protect Your Law Firm’s Public Perception by Managing Online Reviews | Entrepreneur

    Opinions expressed by Entrepreneur contributors are their own.

    In today’s digital landscape, choosing a law firm is largely influenced by online reviews. For better or worse, when prospective clients begin their search for a law firm these days, they usually start with a search engine.

    And while that may be convenient for them, it opens the door for a slew of biased or untrue opinions that can put your practice on the defensive.

    That’s why it’s never been more important to evaluate and manage your firm’s Google search footprint and your online reputation. Though you may be aware of your reputational standing in the real world and the legal community that sees your work, crafting a positive image for your practice takes a different type of awareness — and approach. While this may take an upfront investment, it’s well worth the time and money to ensure new clients can find your firm and entrust their case and legal needs to your team.

    As a digital marketing and online reputation expert, I’m well aware of the power an online reputation can have on an attorney’s reach, revenue and long-term growth. To that end, I’d like to share a few best practices for managing law firm reviews and protecting your firm’s reputation. These crucial behaviors can help you control the online narrative while focusing on the work that truly matters.

    Related: Why Your Company’s Online Reputation Matters

    Determine where you stand

    Before making any changes to your online reputation, you need to determine where your law firm currently stands on the web. It helps to picture yourself as the average client in need of what you offer and create a list of search terms or keywords relevant to what they need and to your firm. It can help to start your search in incognito mode to ensure your previous search history doesn’t influence your results.

    Begin compiling your results into a spreadsheet, pulling from the wide range of review sites as well as any third-party blogs, articles, profiles and other online elements (good, bad and neutral) you may find. This database will help paint a bigger picture of your online reputation and what platforms or areas may need more attention.

    Related: How to Build a Reputation That Will Become a Real Asset for You

    Note repeat issues

    As you compile your results, take note of issues that crop up repeatedly. While some law firm reviews may be from difficult clients whose experience does not accurately represent your firm or your team, certain repeat problems can shine a light on issues that can be easily addressed and shored up as needed.

    When you find negative reviews, take care to respond publicly and empathetically. Your response to each negative comment will remain online and linked to the original negative review, providing balance when future prospective clients are reading reviews and demonstrating that your firm takes client feedback seriously.

    Related: 7 Ways to Recover After a Reputation Crisis

    Engage with the positive

    While responding to negative reviews — politely and apologetically, of course — is key to mitigating their impact on your online image, just as important is replying to positive reviews. As with negative reviews, your responses remain linked to the original posts and provide an easy but fairly powerful opportunity to bolster your online cred.

    When replying to positive feedback, ensure each response is personalized rather than issuing a boilerplate reply template. Robotic replies can often hurt authenticity and sometimes undermine your efforts altogether. You may also consider reaching out to individual reviewers and asking permission to share their positive feedback. Direct quotes from satisfied clients can be shared and utilized in various ways, including on your website, in email campaigns and across other aspects of your firm’s outreach strategy.

    Related: 3 Tips for Managing Your Business’ Reputation Via Social Media

    Create a review pipeline

    Once you’ve addressed existing reviews affecting your firm’s brand online, you can begin gathering new reviews. Encouraging and sometimes even incentivizing client reviews (strategically, of course) can generate activity that catches Google’s attention and push your firm to the top of organic results pages. In some cases, this increased positivity can help push negative feedback off of page one. No matter what, don’t attempt to create false reviews with accounts of your own. Such black hat techniques can often create red flags that ultimately do more damage than good.

    Automated email drip campaigns can provide an excellent opportunity to encourage happy clients to review your firm online. Updating your website with easy-to-find links directing clients to feedback surveys can also be an effective way to solicit positive feedback. These outlets can provide quotes you can use in both organic and paid marketing campaigns.

    Related: The Relationship Between Reputation and Brand

    Branch out to new platforms

    A major step in managing your online reputation is branching out to new digital platforms. If your firm isn’t active on social media, consider creating accounts and posting regularly. You don’t need to jump on every new app. Instead, focus on the platforms that make sense for your law firm, such as LinkedIn. There, you’re better equipped to control the narrative and present positive messaging.

    It can also help to work with a public relations expert with the focus, skillset and media relationships to incorporate mentions of your law firm’s successes into high-authority online news outlets, local blogs and other high-traffic venues. Even short, relevant blog posts on your own website can help promote your practice and increase client trust in your firm. Over time, expanding to social media and other online outlets can boost your placement in search engine results while promoting your law firm where it generates the best results.

    Adam Petrilli

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  • Improve Click-Throughs and Show off Reviews for Your Business with This Tool, Now $59.99 for a Lifetime Subscription | Entrepreneur

    Improve Click-Throughs and Show off Reviews for Your Business with This Tool, Now $59.99 for a Lifetime Subscription | Entrepreneur

    Disclosure: Our goal is to feature products and services that we think you’ll find interesting and useful. If you purchase them, Entrepreneur may get a small share of the revenue from the sale from our commerce partners.

    About 82% of adults say they at least sometimes read online customer ratings or reviews before purchasing items, with 40% saying they always or almost always do, according to a study from the Pew Research Center. That means that reviews can make or break an online business, potentially helping you stand out from the others.

    Ensuring your customers can see real input from purchasers can help influence sales. But if your reviews are spread across multiple platforms, they won’t always get the full picture. That’s where AddStars Reviews comes in, offering a simple way to consolidate your online reviews. And you can score a lifetime subscription to this handy service for only $59.99, saving you nearly $600.

    AddStars Reviews serves up your product’s reviews right on Google’s search listings, helping prospective customers find your website with ease. As a review aggregation tool, AddStars helps display all of your consolidated reviews where anyone searching the web for the services or products on your website will be able to see them — before they even check out your site. It’s a simple, affordable way to improve your online reputation and visibility.

    With AddStars, golden yellow stars are shown by your web pages on Google’s search results, helping boost customer confidence as they click on your website. On average, it increases click-throughs by around 35%. A user-friendly interface and plenty of customization options make it easy to use for businesses of all sizes. And with this lifetime subscription, you’ll enjoy these perks, plus all future upgrades with no contract and free onboarding.

    It’s even received a Small Business of the Year Award and has a 5/5 rating on Product Hunt.

    Get a lifetime license to AddStars Reviews — now just $59.99 ($649).

    Prices subject to change.

    Entrepreneur Store

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  • Why You Shouldn’t Stress About Bad Online Reviews

    Why You Shouldn’t Stress About Bad Online Reviews

    Opinions expressed by Entrepreneur contributors are their own.

    In the last few years, consumers have become increasingly aware of their purchasing power, and that shift has led to a rise in online reviews. Online reviews are now an important part of the buying process for many customers. But do they affect your business? Especially if some of those reviews aren’t glowing? Here’s what you should know.

    As a business owner, you know that reviews are critical to your success. They help potential customers make decisions about whether or not doing business with you is worth their time and money. They can also help you understand what products and services your current customers need from you.

    Reviews allow consumers to share information about their experiences with other people, creating a space where customers can build relationships and trust between each other. The more positive reviews your business has received from past clients, the more confident potential new clients will be in working with you.

    But the thing is when it comes to reviews, who wrote them and what website they were written on matters, too.

    Related: How To Use Reviews to Grow Your Business

    Reviewers and their criteria

    There are three main types of reviewers: customers/users, organizations and experts. Customers are the most common type of reviewer; they’re people who have actually used a product or service and want to share their experience with others.

    A lot of people don’t realize that the companies that review products and services for profit are biased. They have to be: They’re businesses, and they need to make money. It makes sense that a company that pays to review your product or service will want you to buy theirs as well — and if you don’t, they’ll lose money, so they’ll try anything to get you to buy, like filtering out good reviews or giving you an unfair rating.

    There are also people who don’t use the product but still feel compelled to comment on it — and sometimes these reviews can be just as powerful as those that come from actual users.

    It’s also not always clear whether or not a reviewer has actually used a specific item for its intended purpose. If you’re looking at reviews in order to decide whether or not a particular product is right for your needs, then it’s important to read between the lines and look at what reviewers are saying beyond their initial impressions.

    Whether your business is doing well or not, you’ll certainly find bad reviews from all sorts of people and review sites. If you find yourself trying to redeem your product from what seemed to be an unfair judgment, here’s what you should do.

    How to respond to bad reviews

    When responding to negative reviews from customers who have had an unfortunate experience (whether it’s with your product or service), there are some things that should always be kept in mind:

    • Be polite and respectful at all times. Good manners go both ways; when responding politely and courteously to bad reviews, other potential customers will notice how professional your company is and take their chances on doing business with you instead of taking theirs elsewhere.

    • Respond quickly! If someone leaves feedback about an issue they had while using one of your products/services online through social media channels like Twitter or Facebook, then reach out immediately to not only resolve any issues but also to avoid having additional problems such as further complaints being made against you because others might think there isn’t any way for someone else experiencing similar issues get help from those responsible for creating said product/service.

    Related: 5 Ways to Embrace Online Reviews — Good or Bad — and Win New Customers

    Pay attention to online reviews, but don’t let them overpower your business

    While you should pay attention to online reviews and respond accordingly, don’t let them overwhelm you or dictate how you run your business. There are a few reasons for this:

    • You can’t control what people say about you in their own words — and that’s okay! The fact is, even if someone had been disappointed with their experience at your restaurant or hotel or spa (or whatever), they still might leave positive feedback if they enjoyed themselves overall. While it’s certainly worth responding when any negative comments come up, remember that it’s not always necessary or possible to change someone’s opinion of an entire company based on one person’s experience at one location or event.

    • Negative comments are likely outnumbered by positive ones! In fact, many people who write negative reviews never bother reviewing businesses again because they feel there’s no point — they assume all businesses will be terrible so why bother? Remembering this helps keep things in perspective: Even though one bad review may feel like the end of the world now (because we live and breathe our businesses), most businesses actually have dozens more fans than detractors out there!

    Related: Want a Successful Business? Focus on These 5 Things

    At the end of the day, it’s how you do your business that matters most. You can’t control what people say about you on social media, but you can control how you respond to it.

    If someone leaves a negative review, don’t try to argue with them or defend yourself. Instead, take what they say as an opportunity to improve your business for everyone — and offer an apology if appropriate.

    Remember: There are two sides to every story, and one person’s experience does not equal everyone else’s experience. People who leave negative reviews may not be satisfied with their purchase for any number of reasons — maybe they’re just having a bad day, or maybe they had unrealistic expectations from the beginning. By responding appropriately, you’ll show others that their experience is important, too.

    Roy Dekel

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