Preventing Bad Reviews


Whether your business is big or small, its reputation is everything. It’s never been easier for a disgruntled customer to share their experience, thoughts and opinions. Where once customer experiences could only be shared by word of mouth, today those opinions can be shared on countless websites and with people around the world.

While superior customer service, a review acquisition strategy and responding to online reviews are all proven ways to manage your online reputation, avoiding bad reviews in the first place can make life a lot easier. Review these tips for ways to avoid bad reviews.

    Tip 1: Keep the Lines of Communication Open. Some bad reviews can be avoided by actively communicating with your customers. After the sale, make an effort to call or email your customers to ensure they are happy with the product or service they received. By actively communicating with your customers, you can identify potential problems before they hit online review sites.

    Tip 2: Be Open to Complaints. No person or business is perfect. Mistakes happen. Create a culture that is open to criticism and is responsive to customer needs. Train your employees to respond promptly to customer complaints and to provide solutions.

    Tip 3: Provide a Place for Complaints on your Website. A simple form on your website that encourages customer feedback can make a world of difference. If your customers know you are willing to respond and work with them, they are less likely to run off to review sites to complain.

    Tip 4: Monitor and Respond to Reviews Online. Every business must have a strategy for monitoring online review sites and responding to reviews, both good and bad. Many customers are willing to remove their negative review or post a follow up remark if you respond quickly to their concerns.

    Tip 5: Don’t Ignore Bad Reviews. You’re proud of your business and a bad review hurts. As tempting as it might be to ignore the problem, a quick response is essential. Don’t make your customer sit and wait for your response. It won’t help the situation at all.

    Tip 6: Don’t Create Fake Reviews. Fake reviews open you up to criticism and provide opportunities for your ethics to be questioned. While encouraging your customers to leave reviews is acceptable, writing them on behalf of your customers is not.

    Tip 7: Win Over Your Competitors. It’s unfortunate, but true, competitor spam reviews are exceedingly common. Establishing connections and building relationships with your competitors can minimize your exposure to spam reviews.

Consumers Purchases Influenced by Online Reviews

As consumers, we all seek information about the products we want to purchase. We ask our neighbors, friends and family. We go online, read magazines and go to the store and ask questions. To what extent do these sources influence our behavior?

Online reviews have been shown to heavily influence consumer purchasing decisions. Both positive and negative reviews can easily tip the scales for a consumer looking to make a purchase.

Recent studies have shown that 87% of shoppers have had a purchasing decision positively reinforced by online reviews of a product or service. This is good news. On the flip side, 80% of consumers have allowed negative information they read online to change their mind about purchasing a product or service.


So if we know that consumers can be easily swayed by what they see online, it is important to know where they are going to find information prior to making a purchase. Most consumers are performing general product or service information searches (69%) or searching for consumer or user reviews (64%). Ratings websites, like Yelp, Kudzu or Consumer Reports, are also popular locations for consumers to search (50%). Service experts (43%) and blogs or articles (42%) receive less focus from consumers. Social media (12%) is the location least likely to be visited for information prior to making a purchase.


With consumers turning to websites, consumer review sites and other online sources prior to making purchases, it is essential that brands and businesses spend time cultivating their brand and monitoring their online reputation.

Which Keywords Trigger Google’s Local Carousel

Earlier this year, Google unveiled it’s Carousel format for local search results. The Carousel is designed to graphically show results to consumers at the top of the results page by employing pictures and other visuals to draw your attention. The new Carousel format underscores the importance of local search to Google and to consumers. It encourages local business owners to pay close attention to their Google+ page, the images and messages they are displaying there. Here is a look at the Carousel:


Since it’s launch, Google has been rolling out the Carousel to more and more keyword searches. Here is a look at some of the many keywords that will now result in the Carousel appearing on the results page.


  • Accommodations
  • Alcohol
  • Alleys
  • American Food Catering
  • American Restaurant
  • Amusement Center
  • Amusement parks
  • Arcades
  • Art Gallery
  • Attractions
  • Auditorium
  • Authentic French Cuisine
  • Authentic French Restaurant
  • Bagels
  • Bakeries
  • Ballrooms
  • Banquet Hall
  • Barbecue Catering
  • Bars
  • BBQ Restaurant
  • Beach Resort
  • Beachfront Weddings
  • Bed & Breakfast
  • Beer
  • Billiards
  • Boat Charter Service
  • Bowling
  • Breakfast Restaurant
  • Brew pub restaurant
  • Brewery
  • Brunch
  • Butcher Shop
  • Cafes
  • Cakes
  • Campgrounds
  • Candy
  • Caterer
  • Charter Fishing
  • Chicken wing restaurant
  • Children’s Entertainment
  • Chinese Restaurant
  • Clowns
  • Clubs
  • Cocktail Bar
  • Coffee Shop
  • Comedy clubs
  • Concert Halls
  • Conference Center
  • Convenience stores
  • Corporate Catering
  • Corporate fishing charters
  • Courses
  • Custom Cake Designer
  • Dance Company
  • Deep Sea Fishing Charters
  • Deli
  • Delivery
  • Diners
  • Dive Instructor
  • DJ
  • Dog parks
  • Donuts
  • Driving Range
  • Entertainers
  • Entertainment Agency
  • Event Catering
  • Event Planner
  • Fair
  • Family Fishing Trips
  • Family Restaurant
  • Fast food
  • Fine Art
  • Fine Dining Restaurant
  • Fishing Store
  • Fishing Supplies
  • Fishing Tours
  • Food Trucks
  • Frisbee
  • Galleries
  • Gas stations
  • German Restaurant
  • Gluten Free Produce Store
  • Golf courses
  • Greek Restaurant



  • Grocery Store
  • Guitar Instructor
  • Hamburgers
  • Hiking
  • Home Style Cooking
  • Horse Boarding Stable
  • Horse Riding School/li>
  • Hotel
  • Hunting Club
  • Ice Cream
  • Indian Grocery Store
  • Indian Restaurant
  • Indoor Party Place
  • Italian Restaurants
  • Kids Entertainment
  • Kosher Restaurant
  • Liquor
  • Live Music
  • Local BBQ restaurant
  • Local Diver Tours
  • Local Produce Store
  • Lodgings
  • Luxury Hotel
  • Magic Shows
  • Magician
  • Mediterranean Restaurant
  • Mexican Restaurant
  • Mobile DJ Service
  • Motel
  • Movie
  • Museums
  • Music Instructor
  • Music Lessons
  • Music Studio
  • Musical Instrument Repair Shop
  • Musical Instrument Store
  • Natural Foods Store
  • Nature preserves
  • Night clubs
  • Nightlife
  • Organic Food
  • Parks
  • Piano Lessons
  • Piano Repair Service
  • Piano Restoration
  • Piano Tuner
  • Pizza
  • Polish Restaurant
  • Pool Hall
  • Private Chef
  • Professional Recording Studio
  • Recording Studio
  • Recreation
  • Rental Halls
  • Resort
  • Restaurant Bakery
  • Restaurants
  • Russian restaurant
  • Saltwater Fishing
  • Sandwiches
  • Scuba Diving
  • Seafood
  • Sightseeing Tour Agency
  • Singing Lessons
  • Soup
  • South American Restaurant
  • Sport Fishing
  • Stadiums
  • Steakhouse Restaurant
  • Store
  • Studios
  • Sub Shops
  • Supermarket
  • Surf City Motel
  • Sushi
  • Tacos
  • Thai Restaurant
  • Theaters
  • Theme parks
  • Things to do
  • Tourist Attraction
  • Vietnamese Restaurant
  • Wedding
  • Wine



Local Mobile Ad Spending To Double in 2013

According to Borrell Associates, 2013 local mobile ad spending is projected to double to $3.2 billion in 2013. 2012 Local mobile ad spending came in at an impressive $1.5 billion. Equally impressive is the 34% growth in total mobile ad spending projected for 2013.


2012 Local online advertising totaled $18.5 billion. Mobile ad spending took only 8% of the local online advertising pie in 2012. In 2013, local online advertising is projected to reach $24.3 billion. Mobile ad spending should take a larger share of the pie at 13%.

“Local businesses are buying mobile marketing at a faster rate than the huge uptick we saw for local online advertising in 2004, when household Internet access hit critical mass,” remarked Gordon Borrell, CEO of Borrell Associates.

The rise in local mobile ad spending is being attributed to the increase in attention marketers are paying to mobile advertising. On the local front, marketers have been noticing how mobile advertising is an effective tool for reaching consumers. As they integrate more mobile marketing into their plans, the percentage of online advertising taken up by mobile marketing will continue to grow.

Mobile marketing has been a more national game with 13% of all mobile spending directed locally in 2012. This is expected to change in 2013, when the focus of mobile ad spending is expected to start shifting toward a more local focus and 20% of all mobile spending will be local.

More companies are willing to try mobile advertising in 2013 as well. Thirty-seven percent (37%) of small and medium sized businesses (SMBs) who have not yet tried mobile marketing have expressed interest in starting a mobile marketing campaign this year. Of those who have already begun mobile marketing, 83% were likely to continue advertising.

Monitoring Your Online Reputation


Managing your online reputation has become more important than ever. With the increasing popularity of websites like Yelp, PissedConsumer and ReviewBank, consumers have more opportunities than ever to review your brand online. Do you know what they are saying about you?

If you’re like most business owners, you are fairly reactive about your reputation management. You wait until you see a problem and then figure out how to fix it. Very few businesses fall into the proactive category; those who are actively monitoring and working on their brand’s reputation.

If you want to have a better idea of how to monitor and manage your online reputation, consider these tips:


  • Stay on top of your brand with reputation monitoring. While keeping an eye on what consumers say about you on Facebook or Twitter can be relative easy (if not time consuming), finding out what is being said on the thousands of blogs and websites is infinitely more difficult. A quality brand management and reputation monitoring program provides an efficient way for you to view all mentions of your business in one convenient location.
  • Ask for feedback. Most companies just wait for consumers to reach out to them. Be the company that reaches out to the consumer. Provide a convenient location on your website for consumers to leave feedback. This will likely create goodwill and could prevent negative comments from ending up on public forums.
  • Build an internal team. Whoever is going to handle your brand/reputation management internally needs to develop a strong working relationship with your customer service team. They need to be sure they are presenting the same solutions and messages to consumers contacting your business.
  • Accept what you can’t control. Accept that you can’t control everything that will be posted about you. Understand that negative postings will happen and it’s best not to try to take them down. This creates questions in the consumer’s mind about your credibility. Better to address them quickly and try to resolve any issues.
  • Be quick and offer solutions. As we stated above, don’t try to remove negative reviews. Work with the consumer to understand what went wrong and find a mutually agreeable solution. Do it quickly so the consumer understands you are concerned. Don’t ever let a complaint go unanswered!
  • Ask for a second review. After you’ve helped your unhappy customer, ask them to post a follow-up review. If you’ve done your job they should have nothing but good things to say about how quickly you responded and how you fixed the problem. You can turn that unhappy consumer into one of your best customers.


While monitoring your brand can be time consuming, it is essential work that cannot be neglected. You must keep your brand healthy and having a realistic idea of what is being posted on the web about your brand is essential to your brand’s health. Take the time to listen to consumers, to respond to their concerns and your brand’s reputation will remain healthy.

Facebook Announces Verified Pages


Facebook just announced the release of Verified Pages. According to Facebook Verified Pages are intended to “help people find the authentic accounts of celebrities and other high-profile people and businesses on Facebook.”

You can tell a Facebook page is “Verified” when you see the small, blue check mark adjacent to the name on the timeline. You can also find the check mark denoting a verified page on search results and across all locations on Facebook. The verified check mark is intended to be an easy way to identify verified
pages. As you can see in image to the right, when you enter
Coca-Cola in the search bar seven related profiles appear.cocacola search However, only three have been verified by Facebook as official Coca-Cola pages.

While Facebook did not share how they verified pages, they did say they checked “profiles or Pages to help you be sure that they are who they claim to be.” Facebook will also not share their process for choosing those pages they will add to the list of verified profiles. You can’t request page verfication, you must wait to be notified by Facebook when they believe your page is ready to be verified.

VisualVisitor Now Offers Live Support

VisualVisitor is pleased to announce we are now offering live support for our online lead capture software. At VisualVisitor, our team knows you have questions and you need answers quickly. Our live support staff will respond to your questions promptly so you don’t have to wait.

You know we’ve always been fanatical about support at VisualVisitor. Now it’s easier than ever to get the answers you need! Our live customer support is available Monday through Friday between 8:30 am and 5:30 pm Eastern Standard Time. Simply give us a call or drop us an email and our team will respond as quickly as possible with the answers you need. Here’s how you can reach us:


  • Phone: 888-586-7730
  • Email:


“We believe offering this added level of customer support will provide a superior level of service to our clients,” said Rick Batchelor, CEO of VisualVisitor. “We have already received significant positive feedback regarding the live support since its launch.”

VisualVisitor provides anonymous website visitor identification delivering 98% of website visitors who do not call or submit an email form. The information generated by VisualVisitor includes:


  • The identity of the visitor
  • Their phone number
  • Buying intent
  • Information delivered in email form while prospect is still on the site
  • Available as Private Label/White Label solution


VisualVisitor currently has close to 1000 active clients and a 94% retention rate. At a cost of just $39 per month, VisualVisitor provides the most affordable, highest return-on-investment sales tool on the market today.

Visit our Feature Tour page to learn more or sign up for a Free Trial today.

At VisualVisitor, we’re fanatical about support. Put us to the test. We’re here to help you and your business succeed!

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