Become a LinkedIn Power User

Reputation Management SEO – LinkedIn is an excellent tool for building your identity and name recognition online. With a little SEO, LinkedIn can perform for highly competitive identity search terms. The key to getting your profile to perform is targeted content development, inbound links, and activity. Contact RightNow for more information on leveraging your LinkedIn profile for SEO.

The primary goal of your LinkedIn activity should be focused on building your network of contacts. LinkedIn Expert Rick Itzkowich teaches professionals how to become “power users” inside the LI network. Thanks Rick, for your article contribution!

Insanity Squared – Start Using the LinkedIn Cure

Insanity has been described as doing the same thing over and over again expecting a different result. If that’s true, then “insanity squared” would be working harder at doing the same thing expecting a different result.

Doing business the same way in 2011 as you did in the 90s would also qualify as “insanity.” There’s no such thing as “business as usual.” People who’ve never had to market/sell before are being forced to do so. To generate business today, we must embrace a variety of alternatives to traditional marketing and sales efforts.

Business people need to learn how to use LinkedIn. If you don’t, you can be sure your competitors are.

One of these approaches is using Social Media. In particular, we are suggesting utilizing LinkedIn (LI). Why LinkedIn? Simply put, because business today is all about relationships. LI is the premier business site that exponentially helps people build and sustain relationships – locally and globally based on the six degrees of separation concept. [Read more…]

Reputation Management vs. Reputation Damage Control

We frequently receive calls from panicked individuals that have just discovered negative information about their product, service, brand, or name on the Internet. Reviews are often left anonymously, with no evident recourse, or way to remove them. Websites that accept reviews are under no obligation to erase a post, even if the content or claim is untrue. Legal action is often ineffective, as web site owners hide behind The Communications Decency Act which states that, “No provider or user of an interactive computer service shall be treated as the publisher or speaker of any information provided by another information content provider.” – 47 U.S.C. § 230(c)(1) Basically, the website owner can not be held liable for the content placed by an outside source.

Reputation Management

Negative Internet reviews that hold a prominent position in the search engines for your name or brand will have a destructive impact on your bottom line. A business or service provider can expect that at least 30% of their potential clients will search for them directly by name, brand, or business name.

It is important to understand the difference between Reputation Management and Reputation Damage Control campaigns. The goal is the same – to populate the search engine results with positive content when people search for you. The process, cost, and urgency are very different however. Potential clients that call us for Reputation Management services are in reality almost always looking for Damage Control.
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How To Use Google Alerts to Monitor Your Business

Google Alerts is an essential tool for business owners that want to monitor their brand, business name, and ultimately their reputation online. With a few quick entries you will be notified via email every time Google discovers the topic of your Alert.

Here is the syntax that I recommend you set up for your Alerts.

Your exact business name in parenthesis – “business name here”

Your domain is mentioned –

Your website gets indexed –

When links point back to your site –

This is not a great solution for larger business that receive a large volume of traffic on their brand. But for the normal small business, or individual it is a good advance warning system.

Netrafic clients – If you need help setting this up please feel free to contact us.

Monitor Your Brand Online

Is your organization actively monitoring what people are saying about your product, service and staff on the Internet? If not, you should be! Comments and reviews can be left about you and your business on thousands of blogs, review sites, forums, local portals, and even directly with the search engines.

Daily Media Intelligence and Brand Surveillance - SAMPLE REPORTThe time to act (or react) to online narrative and opinion is immediately (if not sooner!) In the case of a negative review, it may or (may not) be too late to save that relationship. The bigger consideration is future perception – that negative comment is going to live on the Net forever. How you treat the comment is going to craft the perception that other Internet searchers have of your organization.

The first step in the process in notification. You need to know sooner than later. Google has developed a basic notification system called Google Alerts. Set up correctly, Google Alerts can notify you when your brand or product is mentioned online, and perform a variety of automated surveillance metrics. If you would like help setting up this basic system, please feel free to call us.

Reputation Monitoring – if you would like to expand the sphere of monitoring for your brand we offer a comprehensive service that includes both monitoring and management. Our system delivers a regularly scheduled report of mentions of your brand or products, from thousands of online (and offline) sources. This allows you to easily and quickly review any activity.

VIEW: A Sample Report of our Daily Media Intelligence and Brand Surveillance

Contact RightNow if you would like more information on how to implement this service.

The Right Way to Handle Bad Online Reviews

The Right Way to Handle Bad Online Reviews
Google Local – Bad Business Reviews

No matter how dedicated you are to customer service, there will be a time that you end up dealing with a customer that just cannot be satisfied.  Often, these customers will take to the internet to even up the score and you are left with a bad review that may rank first in Google search results.

If you let that review sit there, it is only going to harm your company’s reputation.  No company is perfect, but when a consumer sees that bad review, they are not going to be thinking about your side.  You need to be proactive in handling this situation so that your business is not adversely affected.

The first thing that you need to do before addressing the search results is do what you can to make the situation right with your customer.  Document everything you do and keep a record of all communication.  Remember, it is vital to be professional and ingratiating!  If you cannot solve the issue, at the very least, you will have the proof at your disposal that you tried.

Now, let’s move on to fixing that review.  While many of us would love to be able to write Google and ask them to remove that nasty review, the chances of this happening are very slim.  They have a no intervention policy in place, and it will be up to you to handle the issue on your own.

The first step you need to take is to bury that bad review with good reviews.  This will move it further down in the ranking and provide potential customers with a more balanced view of your site.  This is the easiest step that you can take, and will have the best results.

Please keep in mind that for local results, Google frequently harvests data from several review sites such as,, and many others.  It is vital to monitor the review sites that carry your listing to see what reviews have been posted.  You will need to address the bad reviews on each one to get the best results.

While Google does provide you with the ability to flag a review posted from an individual directly to Google, this should not be abused.  You can certainly flag a bad review that uses incendiary language, but it is not recommended to use this feature to make a bad review disappear.

For these on-site Google reviews, you have the option of handling bad reviews in a very positive way.  Google allows anyone to leave a review, so you can utilize this to your best advantage with a little creativity.

Now, let’s focus on a few more ways that you can ensure that bad reviews will not be posted for your company.

Go Above and Beyond – Treat every single customer you have as though they are your only customer.  Handle all communications with respect and make sure that you are doing everything in your power to keep them happy.  This benefits your company in more ways than one.

Ask Happy Customers for Feedback – If you have a customer that is beside themselves with glee over your service, you need to take advantage of that.  Ask them to write a brief testimonial and then place it in on a special testimonial page on your site.  You can link this page to your Google Maps page quite easily.  Look for the “Link to this Page” link that is found on the bottom right corner of your reviews page.  Add the link to your testimonial page and you’re done!

No one likes getting a bad review, but by following the steps listed above, you can minimize the damage it could cause.