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Could this happen to you?

Ouch.

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Would you even know it?!

Is your business getting blasted someplace online without you even knowing?!

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It takes forever to build a good reputation, but only a seconds to destroy it.

A difference of one “star” in average rating led to difference in revenues of 5 to 9 percent.

-2011 Harvard Business Review Study

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Study: 90% trust online recommendations from people they know, and 70% trust opinions of unknown users they have never met.

-Econsultancy (July 2009)

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“Negative reviews can hang an albatross around your neck if they appear prominently in search results.”

-Kermitt Pattison, NYTimes.com

Protecting Your Reputation

The “New PR”

• Online reputation management (ORM)• Multidisciplinary approach involving

old strategies and new tactics• Proactive and reactive

Elements of ORM

Policies and proceduresContent creationSocial media managementRelationship buildingMitigation / crisis man-agement

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Who needs it?

• Organizations of all sizes• Retailers, restaurants + hotels• Lawyers, accountants + other

professional services• Physicians, dentists + other healthcare

providers • Celebrities, athletes and politicians• Anyone who needs help improving their

online reputation

Monitor, manage, promote

Monitor

• Social media (Twitter, Facebook, et. al) • Blogs• SERPS• Message boards/forums • Location-based directories

(Foursquare, Yelp, etc.)• Key influencers

Free Monitoring Tools

• Google Alerts• Social Mention• TweetDeck• RSS readers

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Manage

• Claim your listings• Respond to complaints (if necessary)• Encourage positive reviews

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Claim Your Listings

Respond to Complaints

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Encourage Positive Reviews

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Promote

• Social media promotions• Local directory management (e.g. Google

Places)• Company blogging / website management• Press releases• YouTube (SEO!)• Customer outreach• Advertize (Google, Facebook, LinkedIn , et.

al)www.losangeleswebstrategies.com

Best Practices

Make ORM an ongoing part of your business.

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Be willing to face hard truths.

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“A bad apology is worse than no apology.”

-Randy Pausch

Take complaints seriously, not personally.

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Questions?

We’d love to help.

• Just get in touch!

www.losangeleswebstrategies.com

(213) 607-9100