Reputation Management

The Customer Experience (PART 4)






The Customer Experience: How To Wow Your Customers (PART 4) TRANSCRIPT: Now customer service is a top-down proposition. You may have heard the expression before, crap rolls downhill. It does, it rolls downhill all the way to the customer. How you treat your frontline employees will dictate how they treat your customers. Let me give you(…)






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The Customer Experience (PART 3)






The Customer Experience: How To Wow Your Customers (PART 3) TRANSCRIPT: It’s quality plus attitude. Is there anything else that good customer service takes up? Yeah. See, good customer service is also about removing these things called hurdles and hassles. These are little things to us, but assume these littlest of things add up to huge(…)






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The Customer Experience (PART 2)






The Customer Experience: How To Wow Your Customers (PART 2) TRANSCRIPT: Let’s jump into part two, let’s talk about what is good customer service. What is good customer service? First, let’s talk about what it’s not. Good customer service is not staffing a large customer service department or answering customer complaints quickly. In fact, good customer(…)






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The Customer Experience (PART 1)






The Customer Experience: How To Wow Your Customers (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video lesson. Today’s lesson: Gaining the Undeniable Advantage. This is the one about the customer experience. How to WOW every single customer every single time. This was originally recorded live as part of our Undeniable(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 12)






  How To Gain & Maintain a 5-Star Online Reputation (PART 12) TRANSCRIPT: Alright. We’ve gone through the 8 steps. Don’t leave me now because we’re going to do some best or worst practices here, but I’m just going to review the 8 steps. The bottom line is that these reviews, this stuff online, social reviews,(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 11)






  How To Gain & Maintain a 5-Star Online Reputation (PART 11) TRANSCRIPT: Alright. We got our social media policy, we’ve written how we’re going after snipers and trolls and what we’re going to say, but what about online reviews? A single bad online review, unlike a social media rant, can hurt your revenue for years.(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 10)






  How To Gain & Maintain a 5-Star Online Reputation (PART 10) TRANSCRIPT: So we assessed, we found something negative about us, we need to address it, but we’re going to do it with specific guidelines. You need to write 2 sets of guidelines for your business, one for traditional online reviews. Traditional online reviews are(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 9)






  How To Gain & Maintain a 5-Star Online Reputation (PART 9) TRANSCRIPT: Alright. Now we fixed it, right? We determined the buzz, we found what was true, we repaired, we replaced things, we got a strategy, we identified the raving fans, we’re enlisting our raving fans, they’re leaving us these great 5 star reviews, now(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 8)






  How To Gain & Maintain a 5-Star Online Reputation (PART 8) TRANSCRIPT: Alright, but why should I work to generate positive reviews? Isn’t just fixing the problem, remember step 3, I fixed all my problems, “Steve, isn’t that enough?” It’s not enough. A couple of reasons. One, we talked about it. Only 1.5% of people(…)






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How To Gain & Maintain a 5-Star Online Reputation (PART 7)






  How To Gain & Maintain a 5-Star Online Reputation (PART 7) TRANSCRIPT: We’re going to enlist these raving fans in step 6. Now I showed you a review a second ago, we’re going to dive into that review here in just a second. Step 6 is we’ve identified those raving fans in step 5. In(…)






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