N49 Launches Facebook Review Feed!

Businesses need reviews. The power of recommendation and word of mouth has been proven to drive new sales. Reviews are a great source of information when looking for products and services, and have become an important part of the consumer purchase decision. Review Manager is the best way to hear what customers are saying and improve your business.

Our Review Manager helps you keep on top of your online reviews and even displays them automatically on your site. The N49 Facebook Review Feed adds another element of integration to this. Starting today, N49 has the ability to automatically transfer your N49 reviews directly to your Facebook page. Now anyone browsing Facebook can see your best reviews at the click of a button.

Installing N49’s Facebook Feed  is very simple. First you must “own” your business on N49.ca. Search for your company on N49.ca and and click on “Manage Reviews” in the left hand tool bar.


Click on “Review Feed” and then “Get Code – Turn On”. Once you have done this, click on “Facebook Feed” and open up a second browser. In this browser, navigate to your Company’s Facebook page and copy the last grouping of digits at the end of your Facebook page URL. This is referred to as your Facebook page “ID” number. Open your first browser and copy this page ID into the field provided and click “Save”, then “Add to my Facebook Page”. A drop down box will appear where you must select your Facebook page. Then click “Add Our Reviews”. At this point the application is installed and will appear in the left hand column above the “About” section.

How to “own” your business listing at n49.ca

Whether you are utilizing a free N49 business listing or have partnered with us for premium services, owning your business listing is a quick and simple process. “Owning” your N49 business listing gives you complete administrative control over your business details, company information and even what pictures and videos appear online. It also allows you to utilize our most recent Review Manager upgrade, providing you with even more control over your online reputation. The following is intended as a brief tutorial on how you can claim and “own” your listing.

First you must navigate to N49.ca and register for a free account by clicking “Sign Up” in the top right corner of your browser. After answering a verification email from N49 you will have full access as a regular user of N49. From the N49.ca homepage, perform a quick search for your business in the “what” column. Once you have found your business, click on “Edit Details” in the bottom right hand corner. When the page loads scroll to the bottom where you will see a field asking “is this your business?” Click “Yes” and then “Save all changes” in the bottom right hand corner.

In order to guarantee the security of our featured listings, owners of paid listings will be required to contact our Member Services department to manually verify their ownership. This process is quick and easy, and will require you to email or call us with your N49 user name. Once we have these details we are able to connect your user account to your business listing in a matter of seconds.

Why managing your online reputation matters

Customer reviews are a defining feature of today’s internet. Social media, micro-blogging, and online directories offer an avenue in which every day consumers can provide feedback to businesses. Think of it as a virtual soap box where consumers, for a brief but glorious moment, are free to criticize or praise the pizza they just ate or the symmetry of their most recent spray tan. Like it or not, more than ever businesses are susceptible to anonymous attacks and slander. Management beware: this is not a fad.This is the future of the consumer-business relationship. Your business will sink or swim on the merit of your online reputation.

Consumers are relying on online reviews at an increasing rate. This virtual “word of mouth” is far more powerful than traditional methods of advertising. Consider the following situation. Joe walks into a sushi joint and has a negative experience. While he’s dining he posts a picture of his meal on Twitter with the comments “stay away! I could smell this sushi before I walked in the front door!”. This Tweet is then linked directly to his Facebook page where hundreds of his closest friends and associates can see. A few of them even comment or re-tweet this review. Then Joe decides to check in to Foursquare where he leaves a negative comment in the “tips” section. In an instant, Joe’s negative experience has been exposed to hundreds if not thousands of potential clients.

As you can see in the above example, a negative review has the ability to poison the well.These reviews are a thorn in the side of business operators. The truth is that you can’t please everyone. Even great companies make mistakes. The solution is to work dilligently to identify the problem and reflect on the core issue. Following this step you can more effectively respond to a specific query. Finally, it is important to overwhelm any negative reviews you may receive with positive reviews from your good clients.

Identify the problem

First you need to identify what type of criticism you are receiving. Is the customer voicing a legitimate concern or is it an ex employee seeking retribution? Do you suspect the review is from local competition or a genuine customer experience? Once you have identified the type of review you are dealing with, it is important to reflect honestly on the feedback. I can’t stress enough how important it is to treat reviews of all stripes, even negative reviews or those from spiteful ex-exployees, as an opportunity to improve your business.

Respond to the problem

Now that you have identified the problem and have used that information to reflect about the nature of the feedback, you are ready to actively engage the customer in “damage control”. This is where you can right a wrong and prove to future clients that you will learn from your mistakes. Tell your clients, “hey I messed up. I’m sorry for that, and here’s how we intend to resolve this problem”. Engaging in direct dialogue with an unhappy client and resolving the issue in the public sphere shows an honest, transparent approach to conflict resolution. Future clients will know that you are in touch with their needs and serious about customer satisfaction.

Bury negative reviews with positive reviews

So far I have focused primarily on negative reviews. At the opposite end of the spectrum, a positive review has the power to convert internet traffic into revenue. This is why you are on the internet. It is incredibly important to effectively manage reviews in order to turn positive feedback into sales. Here are some tips to help you do that.

  1. Show off your positive reviews. Treat these reviews like a new set of shoes or a fancy diamond ring.  Showcase your positive reviews and create buzz about your business. Get your reviews on your site, spread them across your social media outlets and include them in your newsletter.
  2. Encourage your good clients to review your business in a variety of different mediums.
  3. Incentivize the review process. People are lazy! Provide them with a little incentive to review their experience, such as discount coupon or a small donation to charity.

The key to dealing with reviews is to actively manage them. For those who are intimidated by the free and open nature of the internet, it’s not as scary as it seems. With a little work and a healthy dose of patience, you can effectively manage reviews and control the online reputation of your company.


Google Has Overhauled Local Search – What Every Business Should Know

Google has recently launched a new kind of local search.  Previously when you indicated a location in your search (i.e. Toronto), Google results would display 7 results with a map in the centre with organic results listed below. 

Now when you search for local results Google will display blended local and organic results.  Google says, “Place Search, a new kind of local search result that organizes the world’s information around places” There are a few key features of the new display: 

  1. Results with a red pin indicating the business on the map (now on the right pane) 
  2. Contact details such as photo thumbnail, phone number, address
  3. Links to reviews, segmented by online review sites
  4. Star rating and total number of reviews
  5. Link to Google places page

 

Google says results are now “grouped easily to digest and compare” You can see from the new places search that consumer ratings and number of reviews are easily identifiable on the right– highlighting the ever increasing importance of consumer reviews and reputation management. 

So the real question is; how is this shift in search results important to your local business?  Your Google places page can help you rank in searches.  The places page allows you to add pertinent information about your business such as address, telephone number, email, website, business descriptions, hours of operation, photos, video, reviews and more.  The more enhanced the content is in your places page; the higher your business will rank in the places search.  Local businesses that have not claimed and optimized their places pages be at a big disadvantage in places search.  Your local business can easily take advantage of this opportunity. 

How You Can Benefit from the New Google Places Search

  1. Claim and optimize your Google place page – or have N49 Interactive set it up for you
  2. Get Consumer Reviews – the N49 Interactive Review Manager can help
  3. Get Listed in Local Directories – like the N49 network

Google is making it easier to find one complete picture of a business.  While creating a better user experience by incorporating local and organic; it’s a reminder to local business to keep on top of their search marketing strategies. 

Read more about how N49 Interactive search marketing strategies can help your business