When customers leave negative reviews or complain about a brand or business on the internet, they just want to be heard, express their frustration, and want some sort of resolution. Businesses that take the time to reach out to unsatisfied customers can make things right. But how can they do that consistently and at scale? 

Today’s guest is Dave Lehman, President and COO at Birdeye, a platform that allows local businesses to collect reviews, run surveys, and get referrals to better engage with customers. Dave talks about how businesses should make online reputation management a top priority and do it the right way.

 

Some of the highlights of the show include:

• Birdeye Survey Guide - 2021 State of Experience Marketing:
  • 57% view reputation management as more important than advertisements
  • 88% believe there’s a direct connection between reputation and revenue
• Birdeye: Helps businesses grow, attract, and convert new/existing customers
• Buyer Behavior: Shift from content to trusting shared customer experiences
• Reputation Management: Ignoring it is missing out on customer opportunities
• What are you looking/searching for? Relevancy, distance, and prominence
• Automation and Democratization: Make it easy for everybody to leave a review
• Digital Connection: Engage, respond, and listen to people on preferred platforms
• Indicators: Set goals, select metrics, and measure progress to drive improvement
• Mistakes: Marketers avoid responding to reviews and don’t ask all for reviews

 

Links:

• Dave Lehman on LinkedIn
• Dave Lehman’s Email
• Birdeye
• Survey Finds 57% of Marketers Now Emphasize Online Reputation Management Over Advertising
• HubSpot
• Blaze Pizza
• Ben Sailer on LinkedIn
• CoSchedule

 

Quotes from Dave Lehman:

“Most people will skip the first three ads or whatever. It’s almost become default behavior.”

“When somebody lands on your site, again, what are the conversion rates like? Are they getting that first taste of a real good experience themself when they start engaging your brand?”

“If you’re looking for that prominence as a business, it’s all about two things - review count and review score.”

“It’s got to be super easy to engage with you as a business.”