Online Reputation Management for Home Services
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1 Online Reputation Management for Home Services #RLORM
2 Speakers Jamie Adams Vice President of Home Services Mike D. Merrill Director of Marketing
3
4 Searching For Home Services Has Changed Directories of consumers search online for 78% products/services Search Engines 85% use online reviews & ratings Your Site Sources: Pew Internet & American Life Project, Local Consumer Review Survey Need for broader web presence
5 You Need To Be Where The Consumer Is! Directories Blogs Content Sites Reviews & Reco s Search Engines Social Your Site Locationbased Services Your website is one way to be found, but you need a total web presence where consumers are searching, surfing and socializing.
6 Local Marketing Improvement Opportunity Small businesses are failing at some core tactics of local marketing: 45% 40% 34% 55% are not doing geo-modified paid search are not managing local business listings are not doing online directory ads are not on local online review sites
7 Online Reviews Impact Consumer Choice Source: *Local Consumer Review Survey 2013
8 What You Will Learn Today Assess How to assess current reputation Respond How to respond Monitor How to monitor Improve How do I improve my reputation
9 10 TIPS to Improve your Online Reputation
10 #1 Benchmark Google Ace Plumbing Ace Plumbing Reviews Ace Plumbing Reviews Ace Plumbing Reviews Complaints Ace Plumbing Reviews Complaints Ace Plumbing Sacramento Ace Plumbing Sacramento
11 #1 Benchmark Google Outcome: Understanding of online reputation
12 #2 Benchmark Directories & Review Sites Generic Sites Home Services Specific Sites Outcome: Understanding of online reputation on specific sites
13 Importance of Yelp Local Booking
14 Importance of Yelp Local Booking + Get new customers by letting them book appointments directly from your Yelp listing.
15 #3 Respond & Address Any Issues Important to respond publicly Check emotions Take issue offline to resolve Recognize opportunity to improve business
16 #3 Respond and Address Any Issues Sample Response We apologize that you had a negative experience with our company. We are always striving to improve in every area. We would greatly appreciate the chance to speak with you directly about your experience. Please give us a call at so that we may discuss and address your experience further. Thank you very much, and we look forward to speaking with you soon. Outcome: Public response to online reviews demonstrates willingness to listen
17 #4 Setup up Systematic Monitoring Monitor Setup Google and Yahoo alerts Send to your daily Consider SERP monitoring tools such as Raven and WordTracker Outcome: Awareness of new reputation issues google.com/alerts alerts.yahoo.com
18 #5 Claim & Optimize Directories & Review Sites Correct mistakes and false information Ensure company name, address, phone # correct Google citations Optimize with service areas, services provided, photos, and other relevant info Social Media Sites Company profiles Personal profiles for key personnel Outcome: Optimized SEO ranking for business name and service categories
19 #6 Generate More Reviews Do s Post Survey Follow-up within 24 hours Don ts Encourage reviews from your location Pay for reviews Outcome: Better reputation with a variety of reviews across numerous top sites
20 #7 Publish Content Content Drives SEO Share positive reviews Publish to your website Start a blog Leverage SEO best practices Outcome: Longer term online reputation improvement
21 #8 Social Media Participation Listen Participate Engage Outcome: Longer term online reputation improvement
22 #9 Leverage Video A Good Video Speaks Volumes Educational topics Customer testimonials Meet the owner or technician 377% Increase in Social Video Shares in Q412 Outcome: Name recognition and better ability to improve familiarity and demonstrate expertise *Unruly
23 #10 Onsite Reviews BONUS! Outcome: Better SEO ranking for reviews
24 How Do I Get this Done #1 #2 #3 #4 In house staff Freelance consultant Local Agency National agency or service provider
25 ReachCast Web Marketing Service The leading marketing service that gets you clients from the rest of the Web Learn more about ReachCast:
26 Move Your Service Business 100% Online Increase bookings, reduce costs, and see your true marketing ROI by taking your entire customer experience and back-office operations online. Learn more:
27 Local Marketing Minute Ebooks Subscribe: Download: Follow Us reachlocal.com/social
28 Resources Pew Internet & American Life Project Trend Data: Study: 79% of Consumers Trust Online Reviews as Much as Personal Recommendations, Search Engine Land Trends Shaping Local Search in 2013 comscore, ReachLocal Blog, 7 Online Reputation Management Mistakes That Can Blow Up in Your Face, ReachLocal Blog, Infographic: The Consumer Buying Journey, Yelp Blog, Introducing Yelp Platform! Transactions Made Easy, Directly Through Yelp
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