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January 25, 2019

Responding To Negative Reviews Online

Take A Negative And Turn It Into A Positive

If you own a business, it is inevitable that you’ll have a negative interaction with a customer.  No matter how hard you try, someone won’t be satisfied with your service, products or performance.  Even though a negative review can hit you like a punch to the gut (especially considering that 91% of people trust online reviews as much as personal recommendations), it’s important to slow down, take a breath, and look at this as an opportunity to put your customer service on display in a public forum.

Look at a negative review as an opportunity to show potential customers how amazing your customer service is.

Follow these steps, in order, to minimize the impact a negative review can have – and you’ll show potential customers why they should do business with you

1. Take A Deep Breath.

Responding to a negative review while angry can make you look foolish, and can scare away potential customers.  No one wants to business with crazy.  Amy’s Baking Company’s owners made this mistake by replying to negative reviews with insults, obscenities and threats.  Thousands of people left fake reviews of the business in hopes they would be insulted by the owners too.

Don't Respond To Negative Reviews Like This

As much as you might want to respond negatively, don’t.  It will hurt you and your business much more than it will hurt an anonymous person on the internet.  Once you’ve calmed down, proceed to step 2.

2. Acknowledge The Complaint

As diplomatically as possible acknowledge the complaint the customer has.  Take ownership of the mistake, and explain why it happened and how you’ll avoid it in the future.  No one gets it right every time, and most customers are actually pretty understanding of unique circumstances that might have caused their problem.  Definitely don’t be like Comcast. In the clip below one of their customer service representatives refused to cancel someone’s service and argued with the customer!

A simple way to start a reply to a negative review is with this statement: Thank you for the feedback.  We always aim for 100% satisfaction, and we are sorry if we fell short.

That statement takes ownership of the problem, acknowledges it, and immediately builds rapport.  It isn’t angry or argumentative.  It’s supportive, and understanding.  It opens up dialogue.

3. Make It Right (If Possible)

Respond to online reviews the same way you would with an in-person complaint.  If someone is unhappy with something they ordered from your restaurant, at  the least you’d remove it from their bill.  You can use this same approach with online reviews.  If someone leaves a 1 star review, complaining about their dinner – offer them a free meal or gift certificate.  Ask them to give you a second chance, and then don’t disappoint.  If a product is broken during shipping, send out a replacement.

4. Follow Up (Offline)

After you’ve publicly addressed the complaint reach out to the person directly.  Be sympathetic towards their situation, but be earnest in your desire to make the situation right.

Your business’ service shines when dealing with an unhappy customer.

tldr; 1. Calm Down. 2 Acknowledge The Complaint. 3. Make It Right. 4. Follow Up

The best way to fight the occasional bad review is with consistent positive reviews.  We’ve got a tool that can help your happy customers leave feedback, and help you resolve any complaints customers might have before they leave the dreaded 1 star reviews.  For more information check out, Skragglies Reputation Management

July 28, 2018

Digital Marketing Tactics to Boost Your Conversions on Mobile-First Content

If you haven’t noticed that mobile traffic is conquering the internet you may want to take a quick look at your analytics. According to Search Engine Land, nearly 60 percent of search is from mobile devices. Mobile is something that can’t be ignored.

What may have worked great for your users on a desktop could be failing your business on mobile. If you haven’t been looking at mobile marketing, lets dig in a bit and show you a few tactics that are, in my opinion, great ways to improve your conversions for mobile users.

Create a Sticky Header

With the new mobile first index a number of marketers have decided to avoid pop-ups (at least on mobile) to ensure that rankings don’t suffer. After January 10, 2017, in an effort to improve mobile search, Google decided that pages where content is not easily accessible to a user on mobile devices would not rank as highly.

Some of the examples provided by Google included a popup that covers the main content, either immediately, or while they are browsing later. You can read more about this update here.

With pop-ups being out of the question for some, sticky headers can be a useful tool for those trying to:

* Capture emails

* Get phone calls

* Create urgency

* Promote a sale or contest

* Direct people to a specific landing page.

A sticky header remains at the top or bottom of your site as a user scrolls, so it is never out of sight.

Opt-in Pop-ups

One of the reasons why some users might be ignoring your pop-ups is because they are annoying. Nobody likes them, but let’s face it, if it didn’t work digital marketers probably wouldn’t be using them. Instead of using the traditional pop-up that is triggered by a new visit, time on site, or activity, why not let the user initiate.

Try this. Create an image with a compelling offer. When a user views the image they will ideally click on the button within the image, and a pop-up will be triggered. The pop-up can ask for their information and the visitor will be more inclined to fill it out since they were the one who initiated the action.

Create Signup Forms within Blog Content

As a generation that grew up on desktop computers, you might be used to seeing opt-in forms that a nicely placed within a sidebar of each blog post. This is great for desktop users but as soon as you convert this over to mobile where does that signup form go? Depending on your template, your signup form might be excluded from mobile, or added to the very bottom, or worse it ends up at the top of the post before the content.

As you look through your content on mobile check to see where your opt-in forms are being placed. One of the best places you might consider placing opt-in forms is within your content. Maybe after the first or second paragraph, or at the end of the article before the comment section.

Reengage Your Audience to Close the Deal

If you run an ecommerce store you may have noticed that a good portion of your traffic doesn’t convert. MobileShopTalk wrote an article back in 2016 that claims nearly 80% of mobile audiences don’t complete their purchases online.

So how can you improve your conversions and get more of your traffic to convert? Well, the first step is to ensure that they don’t leave your site. Secondly, give them a reason to convert now. This is especially true considering that EmberTribe claims 95% of first time visitors to your site won’t return.

To help with your mobile conversions, consider adding a pop-up offer that appears when all activity has stopped. A lack of activity might be a signal that a user is about to leave. Try offering them a discount that expiring soon, give them something free with purchase, or offer them a chance to leave their email for special offers in the future. Don’t let them leave you empty handed.

A special thank you to Dale Carnegie Los Angeles and Fremont College digital marketing school for assisting in the creation of this article. Enroll today by visiting their website dalecarnegielosangeles.com or Fremont.edu.

April 25, 2018

Skragglies Automated Reputation Management

Reviews determine how people perceive a business, whether or not they would buy from it – even it’s visibility in search engines!

Maybe you have a great business, great products and lots of happy customers, but… Other than hoping and praying what can you do to make sure your customers share their positive experiences about your business online? Is reputation management out of your control?

Now, it doesn’t have to be.  Skragglies’ review management platform gives you a simple review funnel process.  It’s easy, and effective.

Happy customers don’t often write reviews.  They never thought to do so, or they simply forgot, or it’s just too difficult.  These are all problems our system can solve!

We automate the tasks of asking, reminding and guiding your customers through completing reviews on the review sites that matter to you.

What about unhappy customers?

Of course things happen, and there are those customers that you’ll simply never please.  Our review funnel process gives your business a second chance to fix any problems and to recover angry customers before they vent online!

The net result is more and better reviews for your business from your real customers.  Finally, giving your business the online reputation it deserves.

Reputation management doesn’t have to be like the wild west, crawling with characters making vague claims about what they do and how they do it. Then charging an arm and a leg for their services.  Our system isn’t pie in the sky.  It monitors your reviews across scores of sites and alerts you whenever reviews are posted. (Even on review sites specific to your industry!)

We capture all of the data and show you exactly how your business is doing with intuitive up to the minute charts and graphs.  It even supports large multi-location operations.  The system works for organizations of any size – and to get more mileage out of each and every positive review your business earns – we can automatically stream your latest and greatest reviews to your website in a way that will give you big SEO benefit!

And, it’s all done for you!

So maybe you can’t control what customers say about you online.  But you can do more than just cross your fingers and hope for the best.

Check out your business’s online reputation now at Skragglies Reputation Management

December 22, 2016

SEO Checklist & Guide

We wrote this a few months back.  It’s not meant to be an exhaustive guide on SEO, really more of a primer on the many facets of on page SEO & how dramatic a few changes can be in getting your website in front of the people you want to see it most.

The SEO Checklist and Reference Guide for Local Businesses

This SIMPLE Checklist and Guide will help you:

  • Get More Traffic
  • Start Generating Leads with your Website
  • And… Get New Customers!

You can download the checklist and reference guide here