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The Public Relations Blog

How to ethically handle negative online reviews

Customer feedback is incredibly important for any business, so online reviews are very valuable.  E-commerce sites have made it easier for consumers to price-check and do quality comparison for any product or service they are interested in. Nobody wants to waste money on sub-par purchases, so for customers, reading online reviews is an important step in making their buying decisions. This means that online reviews are critical to businesses because they affect their online reputations and business productivity.

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Topics: Public Relations, Featured, Online Review Management, Online Reputation Management

6 tips for using social media to promote customer reviews

Learn about PR tools that can help you take control of your online reputation

Your business has gotten great reviews from many of your customers. Do all your customers, prospects and other key stakeholders know that? Getting great reviews is wonderful, but if no one sees them, it’s like throwing them in the trash.

You don’t want consumers to stumble upon your positive customer reviews by accident or, worse, make them search all around the Internet for them. It is vital to promote your customer reviews, especially on social media, to make them easily accessible to consumers.

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Topics: Public Relations, Featured, Social Media, Online Review Management

How you can get your company on the list of Best Places to Work

Is your company doing all it can to attract and retain the best and brightest employees?

Many companies still believe that all it takes to attract the best and brightest job applicants is to offer a competitive salary and benefits. Smarter companies have learned that, these days, it takes much more. Which of these sound like your company?

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Topics: Public Relations, Featured, Social Media, Reputation Management, Online Review Management

How to generate positive online reviews

Consumers find comfort and reassurance in the opinions of others. In fact, 52 percent of consumers reported that positive customer reviews make them more likely to invest in a local business, compared to just 28 percent who make selections based on factors including location and price.

The word-of-mouth referral predominantly in use today takes the shape of the online review. Whether it’s on Yelp!, Google+, TripAdvisor, Angie’s List, the BBB or another digital review outlet, the opinions of others carry a significant amount of weight when it comes to where consumers invest their time and money. In addition, leading search engine sites place greater SEO value on “earned input” such as reviews, creating several key reasons for businesses to make a concerted effort toward encouraging reviews.

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Topics: Public Relations, Featured, Reputation Management, ReviewMaxer, Online Review Management

How are you handling customer reviews?

Let PR show you how to use them for maximum advantage

In the past, when customers were unhappy with your company, they simply let their wallets do the talking. Today’s consumers have numerous ways to let you know how they feel about your company, products and people. One of the most popular methods is online consumer and product reviews.

How your company handles these opinions can mean the difference between generating consumer loyalty and delivering customers directly to your competition.

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Topics: Public Relations, Featured, Reputation Management, ReviewMaxer, Online Review Management

How to respond to negative reviews on Yelp

The right response can turn complaints into kudos

Often, customers will leave online reviews that are unwarranted or over the top. Something about the experience they had with a company gets under their skin and they are overcome with anger toward the company. They might decide to leave a review in which they exaggerate the negative experience they had or they might even leave a review that is a downright lie. No matter what an angry customer writes, companies need to be ready to address these reviews.

When responding to a negative review, there are right ways and wrong ways to do it. Here are some tips for responding in a way that keeps the peace with your upset customers:

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Topics: Public Relations, Featured, Reputation Management, ReviewMaxer, Online Review Management

How important is it to monitor Glassdoor?

Why you need to keep track of what they’re saying about you on this vital site

A candidate who didn’t get the job trashes your company on Glassdoor. He’s just bitter, so it’s no big deal. A former employee does the same, but people don’t really pay attention to that kind of thing. Or do they?

Some companies don’t take Glassdoor reviews seriously. Others have no idea what it says or how their companies appear. Both attitudes can have lasting, negative consequences for your company. 

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

Negative information online a cause for worry

Use Axia PR’s ReviewMaxer to help manage your company’s online reputation

You are being rated. Yes, even now. Today’s consumers and job applicants are judging your company on your product, your employees’ conduct, workplace conditions, and how much value you provide. If any of these aspects have a single flaw, there is potential for a negative review.

There are literally thousands of sites for unhappy consumers, disgruntled employees, rejected applicants and even jealous competitors to spread damaging information in seconds and ruin your reputation. Nevertheless, you and your company do have PR resources on your side. For example, you can use Axia PR’s powerful Web-based ReviewMaxer software to track online reviews.

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Topics: Public Relations, Featured, Social Media, Reputation Management, Online Review Management

How consumer reviews impact your business

The most important lesson from what you will read in this post is this: “The customer is always right, even when he’s potentially wrong.”

Many business owners will give a good eye-roll at that and click away from this page, but let us assure you that consumer reviews – positive or negative – are mission critical for any business. We trust the opinions of others – even strangers – when we’re in the market for a new car, blender, mattress, power drill, jeans, hotel or pair of shoes.

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

Do you know who's posting those negative online reviews?

It may be your competitors - learn how to spot the impostors. If a search of your company’s name finds mostly negative reviews, your first thought might be, “Wow, my customers are really displeased, so I have to change.” However, you may want to take a closer look. Sometimes, it’s not dissatisfied customers at all who are writing negative reviews – it might be your competition.

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

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