Please Don’t Gag Your Customers

Eric Welke Best Practices, Customer Experience, General, Guides, Legal, Online Reviews, Reputation Management, Small Business Leave a Comment

It’s often easier to learn from bad examples than from good ones.  Sometimes we learn best when seeing what not to do, instead of what to do.  This applies across all aspects of life, from relationships to parenting, and especially to business. This post is about one way not to manage your business’ reputation.  That is, unless you want the Federal Trade Commission knocking on your door. Which probably isn’t in the best interests of your company.  I take it as a given that you are already actively managing your business’ reputation online.  If not, I humbly suggest you start. The Gag Clause One of the worst ways to actively manage your reputation is through the use of gag clauses, also known as non-disparagement clauses.  These are contract stipulations that threaten legal or other punitive action against a customer if they make negative comments about a business’ services or products …

The Customer Experience Management Guide: Improve CX Strategy

Eric Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management Leave a Comment

“Well, I’m never going there again.” Those are words you hope to never hear regarding your business. It can, unfortunately, happen. That phrase is proof positive that your business failed in its mission to provide a quality experience. You spent years of your life learning and developing your skills but sometimes the customer’s experience can fall short based on something other than those skills. These negative experiences, for the sake of your business, are hopefully few and far between. If they do happen though, there are steps you and your employees can take to make sure they don’t happen often. These steps are not a list of best practices, but rather a guide on how to be intentional about each interaction with prospective or current customer, patients and clients. By being more intentional you can improve your business’ overall quality and reputation. In short, it is a guide on why …

WordPress Plugin: Feedback Tab / Review Us Button

Eric Welke How to & Tutorials, Online Reviews, Reputation Management, Tools, WordPress 3 Comments

RenegadeWorks has released a new WordPress plugin.  This plugin adds a floating feedback tab / clickable review us button to the side of your website. The tab / button stays in the same position as your visitors scroll down the page, but is not intrusive. It can be linked to: Your RenegadeWorks location page A feedback form A review site profile Anywhere else you wish The plugin is developed to have a great user experience: No Javascript is used to generate the floating widget, only HTML and CSS The feedback tab button has a hover effect when the cursor is dragged over it to encourage interaction When the widget button is clicked a new browser tab will open to the page you specify. This means the visitor stays on your site in the original tab so you don’t lose any traffic. Plugin Options The plugin is designed to be customizable …

How to Respond to Negative Reviews & Feedback

Eric Welke Best Practices, Guides, How to & Tutorials, Online Reviews, Small Business 2 Comments

Receiving a negative review online can be humbling for your business and even you. Negative reviews can come in all shapes and sizes…from constructive criticism to an angry customer who doesn’t necessarily seem angry with you but rather they seem upset with life and are taking it out on you. Unfortunately, this is all apart of life and owning a small business. Don’t brush off the reviews and hope there will be no impact based upon one person’s opinion; instead, respond to each review written about your business. Don’t just respond to the negative, but the positive reviews as well. A simple ‘Thank you’ or ‘We are thrilled you are enjoying our services’ can make the reviewer and other readers’ respect that you are concerned with customer satisfaction and not just focused on challenging the negative aspects of your reputation. While it is important to respond to the positive reviews, …

Best Practices for Small Businesses to Get Better Online Reviews

Eric Welke Best Practices, Online Reviews, Small Business Leave a Comment

A potential customer is looking for a place to purchase lumber and a hungry family is looking for a new restaurant to try, and they are all looking at online reviews. When opening an online site or app that lists all local businesses, customers want to find a place with mostly positive reviews and a decent number of ratings. Clients and customers want confidence in your business when they first walk through your doors and online reviews help boost that confidence. Whatever your small business, you want to keep focus on ensuring your customers are happy and therefore, more willing to leave you positive reviews online. It is well known that these reviews are read by the public and can bring you more business. Unfortunately, it is a bad experience that often prompts a consumer to actually leave a review. Hopefully, it is a fluke for someone to have a …

Best Business and Company Online Review Sites – A Cheat Sheet by Industry

Eric Welke Cheat Sheets, Online Reviews 2 Comments

Online review websites are gaining more and more traffic as customers and travelers seek the best businesses for their money and families to go. As the Internet world of reviews becomes more and more common, more review sites are popping up and it can seem overwhelming for the average customer and even small business owner to know which sites are best to focus on. As a rule of thumb, it is best to stick to the bigger, more known sites. There are two types of review sites: First, there are the general websites that offer a place for reviews of all kinds of businesses and even medical professionals. And second, there are designated reviews sites for specifically focused industries. There are probably several review websites you have already heard of and even used; however, there are some you may have forgotten or did not know existed. RenegadeWorks has compiled a list …

Online Reputation and Online Reviews Statistics You Need to Know

Eric Welke Online Reviews, Reputation Management, Statistics 2 Comments

The World Wide Web has truly transformed the world; including, the way in which people communicate, gather and provide information, the ability to watch hundreds of videos without moving from a couch, and arguably one of the most important ways the internet has changed the world: the access to every individual and business online. With access to you or your company only a click away for billions of people, your online reputation is extremely important. The days of just a few critics writing a column in the Sunday newspaper have passed with the common world of the Internet. Today, we live in a culture that takes multiple voices to form opinions about a business. This can work in your favor or against you. Within minutes, your name could be branded positively or negatively in the minds of the world with just one web search. Customer reviews will either make or …