Social Media Marketing: Managing Online Customer Reviews – Martin Shervington

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:

• Explain how to find review sites for your business.
• Name the benefits of setting up a Facebook local page.
• Cite the importance of hiring good people to improve customer service.
• Recognize why it’s important to give staff feedback and set goals.
• Describe ways to encourage customers to leave reviews.
• Identify ways to build relationships with your customers through review site interactions.
• Recall the best way to respond to negative reviews.

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