How Reviews Flow Around the Web

Click on the image for a big version, suitable for framing. My colleague Kris wrote a fine post a couple of weeks ago on the importance of online reviews for local business, and how to get them. Following that post, we did a little research to figure out how reviews get passed around between major […]

To-Do List: Encouraging Reviews of Your Business

Note: This article was originally published in October of 2010. How Google displays reviews has changed a bit since then, so this article was updated April 2012. Online reviews help prospective customers make decisions about which companies with which to do business. Reviews are essential for companies selling to consumers, but they’re also helpful for […]

5 Great Free Reputation Management Tools for Local Business

“Reputation management” is a term that is used to describe a variety of activities related to monitoring and management of online presence and reputation. Reputation management is important for organic ranking in search engines, because it helps generate more links to your site. It is also important because most people research purchasing decisions online before […]

Reputation Management: 1% Perspiration, 99% Google Alerts

I wrote on the Local Matters blog yesterday about the value of monitoring online conversations for mentions of a brand or business in comparison to buying broadcast advertising media. My argument there was that monitoring and responding to mentions of a brand has the same person-to-person connection and comparable costs as customer service calls. And […]

Fake Reviews and the Power of Scumbags

A couple of weeks ago, I wrote about the impact an unhappy customer can have on a business by writing negative reviews on sites like Yelp and Citysearch. While I suggested that businesses should actively solicit positive reviews, I also believe that unhappy customers should be heard, and in fact that giving unhappy customers a voice […]

Oops, I Forgot the Moral of the Story

After reading my last post, my wife reminded me of a letter that was circulating around about five years ago. We had just moved to the UK on a job assignment, and were in the midst of struggling to get basic services like a phone number and a bank account. The letter is to NTL, […]