Overcoming Negative Reviews to Boost Revenues

December 30, 2015

Are negative online reviews hurting your bottom line?

Are you looking for a way to turn those 1-stars into 5-stars, while boosting revenue?

With over 88% of consumers claiming that they trust anonymous reviews as much as recommendations from their peers, it’s important to monitor and maintain your business’ online reputation.

This week on the Social Media Social Hour, I am joined by Daniel Lemin, senior strategist at Convince & Convert and author of the book Manipurated, on overcoming negative reviews to boost revenue.

Let’s do this!

About the show:

The Social Media Social Hour is a podcast for marketers and entrepreneurs looking to get on the social media fast track. The podcast is an interview format, where each week I get up close and personal with top brands and influencers to talk social media, tech and online marketing. Each week I also share tools that I personally use to help me with social media management, sales, marketing, accounts management, and productivity. The Social Media Social Hour is presented by Scoreboard Social.

In this episode, here is what you’ll discover:

About Daniel Lemin:

Daniel Lemin, senior strategist and author of the book Manipurated (www.manipurated.com), is a respected authority on the reputation industry and has been quoted in USA Today, CBS Radio, Fox News, IBM’s Commerce blog and many other national and international news outlets. 

An early Google hire, Lemin was one of the first pioneers to realize the importance, impact, and power of online ratings and reviews on small businesses and the ongoing struggle business owners have with their online reputations. Lemin is an acknowledged expert on digital marketing, public relations, and reputation management and is a consultant for prominent Fortune 500 companies, including Nestlé USA, Procter & Gamble, Hilton Hotels, Sony, Suzuki Motors, Munchkin, and Best Buy. 

At Convince & Convert, Daniel leads strategic planning for corporate and agency clients. Lemin holds an M.A. in communications and leadership from Gonzaga University.

Mentionable Quotes:

  • “91% of Americans trust recommendations of friends and family members.”
  • “88% of consumers trust anonymous reviews as much as they trust personal recommendations.”
  • “People trust what they read online as much as their friends and family.”
  • “Reviews are like social proof, we’re looking for a general consensus on a product/service.”
  • “Business owners that have success with review platforms have done a good job deciding which review platform matters most to their business.”
  • “Facebook could really make reviews more trustworthy and authoritative.”
  • “Yelp will tell you a quarter of their reviews are fake.”
  • “The lower the bar to entry for writing a review in the first place, the easier it is to pull that scam off (writing a fake review).”
  • “Fake reviews eliminate the trust in the data and review sites.”
  • “There are people making money off the sale of fake reviews.”
  • “Stay in the habit of being close to your customer and being responsive.”
  • “Take the time to read and respond to reviews.”
  • “To have a business respond to you, that alone is a delight. Customers just like to feel heard.”
  • “Avoid soliciting reviews.”
  • “Service is everything. It’s what differentiates great businesses from not great businesses.”
  • “Stay close to your customers, stay clear of the fraudsters, and offer exceptional service.”

Items/people mentioned in the show: