How to Boost Your Sales with Social & Reputation Managemen

1. Social Reputation
Management for
Restaurants
Boost Your Sales
with Social & Reputation Management

2. Since the creation of the smartphone, a
revolution of epic proportions has
occurred. Virtually everyone is carrying
around a personal computer that is more
powerful than the computer that put a
man on the moon.
Entire industries have either changed or
become extinct.
The revolution is now.

3. Mobile allows for constant connectivity.
Hourly distribution of searches by platform.

4. ZERO MOMENT OF TRUTH
Consumer Buying Cycle
Interest
Partner Advertising:
SEM, Email/Text
Marketing, Display,
Print Ads, Radio, TV,
Loyalty programs,
Deals.
Research
Search engines, online
reviews, ratings, relevant
articles, word of mouth.
The business’s
reputation is what
consumers say it is.
Purchase
In-store experience:
talked with salesperson
in-store, read product
brochure, tried sample
product. The decision to
purchase is made.
Experience
Post-purchase
experience: Facebook
post, tweet, write
review, discuss with
friends, blog, Consumer
compares expectations
and reality.

5. Decisions are made before entering a store.
When purchase decisions are made by shoppers.
40%
60%
25% 17% 17% 15%
75% 83% 83% 85%
2010 2011 2012 2013 2014
Before Entering a Store In-Store

6. Reputation Intelligence
Monitoring your virtual doorway 24/7/365
and reporting to you automatically….

7. A business’s virtual doorway is
what you say about yourself.
DIGITAL FOOTPRINT

8. A business’s virtual doorway is
what others say about you.
DIGITAL SHADOW

9. Premium visibility creates/corrects listings
on The Big 4.
Google+, Bing, Yelp and YP!
The Big 4 places to be found online, we will navigate the ever
changing world of these search engines and get your business listed
with premium visibility.

10. Building your presence everywhere...
automatically!
Listing Distribution

11. These four major data providers
are trusted to provide accurate
business listing information to
hundreds of sites including:
search engines
review sites
social sites
GPS & vehicle navigation
online directories

12. [24]7 411.ca 411info Access Together Acura Addresses.com Admedia Advameg Advertise.com Advice.com Agero Aisle50 Alk Technologies
Allpages.com AlterGeo Alteryx AmericanTowns.com Answers.com anywho.com AOL Apartmentfinders.com apartmentguide.com Apple Maps
App.net AroundMe.com Ask.com AT&T ATD Austin Atlanta NewHomes AYO Technology-WebSite Alive B2Byellowpages.com bckyrd.com
beachcalifornia.com Belo Best Of The Web Local Bing Biz Scrambler Blackberry BMW Boorah BrightData Bundle.com Business Directories of
Texas BusinessSearch.com Care.com Cars.com Centzy.com ChaCha Search challama.com Chamberofcommerce.com Chewsy Chrysler City-
data.com City.com CityBot Citygrid CityMaps Citysearch.com CloudMade Cloudy Clutch Shopping Comcast.net Search Consolidated
Communications Contextuads.com Contractors.com CoPilot Cornerstone Group Coupon Sherpa CouponMap CrowdSpot Databanq DataSphere
DDC Dealsplus Denso Dexknows Directory Avantar Dirxion DoctorWait.com Dogpile Dogtime Media Driverside Earthlink.com Eating Places
Echoer Edmunds eGood eGumball Elocal eLocal Listing eMbience eServiceLog ezlocal.com EveryScape.com EZToUse.com Facebook.com
Family Finds FeedMe fetchtoto.com Fieldforce First Street Live Fivestar Software Fizzlocal Focus Local Foodie Ford Foursquare Free411.com
gapNsnap Gas Station Checker GenieKnows.com Getlisted.org GiftCards.com GM GoLocal247.com GoodInfo Google Groupon Gvidi Harman
HelloMetro.com Herald.com Hibu Hineighbor.com Homeplete.com Homesandland.com Homestore Honda Hoodoyou Hostway Hotbot.com
Hotfrog.com Houzz.com HTC Hyundai iGoLocal.com Indeed.com Infiniti InfoSpace.com Infutor Innova Electronics Insiderpages Intel Intelius
Intellistrand InTheMO.com Intuit Jetpac JiWire Judy's Book Justclicklocal.com Keen.com KGB Kia KSL.com Kudzu.com Larky Lexis Nexis
Lexus Likeness.com LivingSocial Local.com Localedge.com localpages Localscope Localsearch.com LodgeNet Looksmart.com Lumatic
Magicyellow.com MakeItLocal MamaAlwaysSays MapMyRun MapQuest Menu pages MerchantCircle Metroland Publishing metropolist.com
Microsoft (Bing) MidwestYP.com MindMeld Mobifind MojoPages.com MyCity MyCityWay.com MyCoupons.com Mylocalheadlines MyLocally
mymove.com Mywebyellow Nara News-Gazette Nissan Nokia Nomao OnMedia OnStar Oomea Openlist.com Paradine patch.com Patriot
Phonebook Pelopidas Picksie Pioneer Pioneer Directories Place of Mine PlaceIQ Planapple PlanetDiscover.com Pokitdok Porsche PowerProfiles
PulseLA Radarfrog Radiate Media Radius Intelligence ReachLocal realtor.com Reply.com Restaurants.com RightWay RoadTrippers Rocket Fuel
Saga Salespider.com Samsung Search Initiatives Searchbug.com SeccionAmarilla Seekitlocal.com Sense Network SEOmoz Shoptopia.com
ShowMeLocal Smart Marketing Team Snoox Southern Directory Publishing (YPsouth) SpecialsAgent.com Speed Run SpeedSpot Spotcast
spotlikes.com Spotzot Sprint Subaru SuperPages.com Surewest Switchboard.com TechnoCom Tele Atlas (TomTom) TeleNav Teleroute
Therapists.com Theredbook.org Time Out New York Town Planner Toyota Trafficengine.net TravelShark Tribune Interactive TripAdvisor Trulia
TruPro Twitter.com UpMeSocial.com Urban Mapping Urbanspoon usdirectory.com V-enable.com Vendasta Verizon Vernon Publishing
VerveMobile.com Veveo Viewpoints Local VisiKard Voltari Walkable Restaurants WalkScore.com Walt Disney Weblocal.ca WeddingWire.com
Where Inc. Whisper White Pages WhosCall Whowhere.com Why Wait Wimgo.com World Media xAd XO Group Yahoo Local Yellowbook.com
Listing Distribution pushes
to 300 plus sources...

13. Plus we continue to monitor these sources
to ensure data remains correct.
73% of people lose trust in brands due to
inaccurate business listings.

14. Getting started is easy!
Just confirm the business listing is correct.
Business Name
Street Address
Zip Code
State
Phone Number
Website
Business Category

15. Automatically corrects errors &
adds missing info on each data provider.
Progress can be monitored in Presence Builder.

16. Monitor your
listings for
accuracy
& presence.

17. How your business looks in the Magic Three.

18. The 3 things
every business needs.
1
2
3
Google+
Google reviews
Consistent business listing data
on relevant online sources.

19. Search results are like a shopping mall
where every store sells the exact same
product or service.

20. Online Reviews = Revenue
Customers who read consumer reviews to ensure
they are purchasing the right product or service.
US customers who say their buying decisions are
influenced by online reviews.
The amount of new business companies with positive
reviews can convert when compared to companies
with ZERO or negative reviews.
Consumers who consider user generated reviews
important or extremely important.
70%
90%
183%
82%

21. Review response service claims the review
sites for your business...
92% of consumers now read online reviews (vs. 88% in 2014)

22. Engage the Reviewer.
What would you do if someone was
in your store reviewing it right now?
WHY ENGAGE

23. 3 Steps to Respond to a
Negative Review

24. 1. Say You’re Sorry!
1
I’m really sorry you had a negative experience at our restaurant. We really
pride ourselves in providing good customer service and an exceptional
dining experience!

25. 2. Leave Some Marketing
1
2
This must be an isolated incident, as normally people rave about our customer
service - from the food to the staff, we’ve won numerous awards. I am anxious
to hear what happened to see if we can rectify the situation.
I’m really sorry you had a negative experience at our restaurant. We really
pride ourselves in providing good customer service and an exceptional
dining experience!

26. 3. Get the Customer on
the Phone!
1
2
3
I’d love for you to call me so we can work this out. My name is Amy Brown,
and I’m the owner - please give me a call at 555.666.7777.
I’m really sorry you had a negative experience at our restaurant. We really
pride ourselves in providing good customer service and an exceptional
dining experience!
This must be an isolated incident, as normally people rave about our customer
service - from the food to the staff, we’ve won numerous awards. I am anxious
to hear what happened to see if we can rectify the situation.

27. Two steps to positive review
success.
1 2
ENGAGE
The Reviewer
Why Engage?
What would you do if someone
was in your store reviewing it
right now?
HARVEST
Word of Mouth
Encourage customers to leave
online reviews.
Publish review highlights in your
social marketing.

28. Share positive reviews.
1

31. Think of reviews as
management tools.
Intelligence to run your business better.
Good Reviews
Accolades
Goal Setting
Bad Reviews
Staff Training
Policy Issues

32. Service industry needs to
monitor the virtual doorway.
93% of US consumers check reviews before dining or shopping.

33. Email daily alerts to up to 6 key members
of your management team.
New Review Found!
Owner
General Manager
Assistant Manager
Chef
Sous Chef
Bar Manager

34. Successful social marketing
is about three things:
1 2 3
Customer
Service
Generating
Leads
Building
Fans

35. Customer Service
Having a social media channel you don't
monitor is like having phone lines at your
business that are never answered.
Generating Leads
Every day consumers are declaring their
intentions on social media…
I’m craving
Greek ribs!
Where do
people go for
drinks on a
Wednesday?
Best pizza in
town?

36. Generating Leads
...and those intentions are real-time leads.

37. Posting interesting & relevant
content is key.
And remember to vary your posts.
No one would watch a TV channel with
24/7 commercials, so why would they
do that online?
Throw in some entertainment!

38. EMAIL
info@intelisystems.com
PHONE
(703) 337-0123
SOCIAL
facebook.com/InteliSystems
twitter.com/intelisystems
linkedin.com/company/intelisystems
WEBSITE
www.reputation.intelisystems.com