Martin Shervington – Managing Online Customer Reviews

Managing Online Customer Reviews

By: Martin Shervington

Duration: 1h 19m

Released: Mar 12, 2016

Description:

Reviews are the most trusted word-of-mouth marketing available. That is, customers tend to trust businesses with more reviews. But how do brick-and-mortar businesses get customers to give feedback online? Learn the secrets to getting positive reviews, managing customer feedback, and responding to reviews for your business. Martin Shervington walks you through the steps to increase your visibility by using customer review sites such as Google, Yelp, and Facebook. These tips will help you solidify a good reputation in both your store and online.

Topics include:

• Why you can’t incentivize (pay for) reviews
• Claiming your listings on different review sites
• Understanding Google reviews
• Using Yelp to get more reviews
• Setting customer service goals
• Asking customers for reviews
• Handing out review cards in store
• Replying to customers
• Dealing with fake reviews

Contents:

• Introduction 4m 28s
• 1. The Review Landscape 19m 45s
• 2. Understanding the Difference in Platforms 8m 40s
• 3. How to Improve Customer Service First 10m 51s
• 4. How to Get More Reviews 22m 52s
• 5. Managing Your Reviews 6m 18s
• 6. What to Do When Things Go Wrong 5m 9s
• Conclusion 1m 13s

Author:

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