March 16, 2018 / by Malcolm Stone / Online Review Management
Responding to online reviews is now standard practice for businesses. By not doing so, businesses risk losing credibility with consumers and, more importantly, revenue. However, for healthcare providers, responding to patient reviews can be challenging. This is due to the possibility of revealing a patient’s protected health information (PHI), which is a key component of […]
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‘Tis the Season for a Great Holiday Online Reputation Plan
November 21, 2018 / by Malcolm Stone / Customer Experience
As another holiday season arrives, businesses are busy planning to deal with the surge in customer traffic that comes with this joyous time of year. And, with 71% of consumers preferring digital channels as the starting point of their holiday shopping journey, it’s more important than ever for businesses to make a good online first […]
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5 Ways to Encourage User-generated Content to Grow Your Reputation
October 23, 2018 / by Malcolm Stone / Content Marketing
Today, people turn to the web to find local businesses when looking to make a purchase. A recent study found that 97% of consumers looked online for local businesses. And, 93% of consumers read local reviews to decide if a business is good or not. If you want to get more customers, these statistics illustrate […]
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Make Sure Your Customer’s Calls Aren’t Going into a Black Hole
September 25, 2018 / by Malcolm Stone / Customer Experience
Does this sound familiar? You call someone, leave a voice mail and later they say they never got your message. Between friends, this is something that’s usually shrugged off and you move on. However, if it’s your customers that are trying to call you, the ramifications are more serious. Even with the multitude of options […]
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5 Keys for Building a Great Online Reputation
June 20, 2018 / by Malcolm Stone / Best Practices
In today’s digital world, businesses need to pay attention to their online reputation. Studies show that 97% of consumers use the internet to find a local business. So it’s critical that your online first impression is a good one. Ignore this aspect of your business and you not only risk losing revenue – you risk […]
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Google Updates Guidelines to Ban “Review Filtering”
May 7, 2018 / by Malcolm Stone / Resources
Last month, Google updated its online review guidelines. The main reason for this update was to tighten the rules regarding how businesses solicit reviews from customers – specifically to stop the practice of filtering reviews based on sentiment. Asking for reviews is allowed. However, suppressing negative reviews while only sharing positive ones is not. Below […]
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Don’t Let HIPAA Scare You From Responding to Patient Reviews
March 16, 2018 / by Malcolm Stone / Online Review Management
Responding to online reviews is now standard practice for businesses. By not doing so, businesses risk losing credibility with consumers and, more importantly, revenue. However, for healthcare providers, responding to patient reviews can be challenging. This is due to the possibility of revealing a patient’s protected health information (PHI), which is a key component of […]
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10 Personal-Inspired Resolutions for Businesses to Improve Online Reputation
January 2, 2018 / by Malcolm Stone / Best Practices
It’s the beginning of a new year. A time when we make resolutions to improve ourselves and live a happier life. Business owners should not ignore this tradition. And, if there’s an area that has never been more important to focus on than now, it’s to improve online reputation. So in the spirit of making […]
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