Consistent follow-up can increase closing percentages by how much on average?
Not every community enjoys a sterling reputation online, and some are flat out in the dumps, but it doesn't have to remain that way. Here is a guide for communities that are being blasted on ratings sites and social media: (If you are too busy to read a whole blog post, at least do one thing: Watch the video at the end, and see how a company took a horrible online reputation, made changes, and came out looking like a superstar at the end.) 1) Honest Self Assessment Many people have convinced themselves that ratings sites are inherently rigged, so they simply ignore them all, assuming that nothing is accurate. But the reality is that no matter how unfair some reviews might seem, there are going to be nuggets of truth. Nobody's service is perfect, and reviews are a great way to analyze your own service and determine where you might be dropping the ball. The real question is whether it is possible to analyze those reviews without taking a defensive attitude, and instead viewing them as opportunities to improve. 2) Improve Your Product and Service When people talk about reputation management, it seems most times it is focused on the process of actually responding to the negative review. And while this is important, it really ignores the ultimate fact that operational changes probably need to be made in some way. It does not matter at all how you respond to your reviews online if steps are not taken to fix...