Review, Photos, Feedback – Cardiff Internet Marketing September 2012 event

Sep 18, 2012 at 9:17 am in Feedback by David Bartlett

September’s event attracted a tighter, more focused mix of Internet marketing professionals and small businesses than usual, with everyone keen to share their knowledge and network with each other. Ian McClelland of Mediateq, an online marketing training and consultancy, gave an excellent presentation on Online Reputation Management in which we learnt how to best discover what people are saying about our businesses online, how to attract positive reviews and how to repair, or at least limit, the damage of any negative ones.

For those that couldn’t make it to the event tonight, Ian has kindly made his slideshow available here: http://mediateq.co.uk/meetup. As a courtesy to Ian for taking the time to put together and deliver his presentation, may I politely encourage you to follow-up by submitting a review/testimonial on his site.

As we were a tighter group than usual, we had an even greater response to my ‘Human Tweet’ challenge than usual. Almost everyone felt confident and comfortable enough to stand up and introduce themselves and their businesses to the room, which provided a great platform from which to network with each other after the talk.

As well as sharing the photos with you, we want to get your feedback on the event:

  • How did we do?
  • Can you think of any additional ways that we can attract more small businesses to join us each month?
  • What else do you want to tell us?

Please leave a comment in the box at the end of this post, or email me direct on david@cardiffinternet.com

Next month, Andrea Morgan will share with us “How Twitter can change your life and your business!” in her forthcoming presentation. Our next event is on Monday 15 October 2012 so please pencil it into your diary now and I’ll follow up with the details shortly. So that we can send you details of this and other future events, please pop your email address in the box below.


Many thanks,

 

David Bartlett
@CardiffInternet on Twitter

 

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7 responses to Review, Photos, Feedback – Cardiff Internet Marketing September 2012 event

  1. arthur bletchly said on September 18, 2012 Reply

    Customer satisfaction is fundamental to business success and getting good referrals/ testimonials (rather than bad ones) is key. Thus doing the job right all the time is essential: unfortunately we can’t be perfect all the time, mistakes will happen and thus complaints ensue. Businesses need a process for dealing with these: otherwise unhappy and frustrated customers are likely to leave bad reviews for others researching the business to see online.

    I don’t agree with Ian that such comments should be moderated (censored) and I feel that any website that filters out adverse comment is worthless.

    You may not agree with me there, but even if you do, Ian is quite right in suggesting businesses should have a strategy for dealing with complaints/ adverse comments on line and should seek to encourage good referrals/ testimonials. Ian demonstrated that many businesses fail to take this initiative.

    • David Bartlett said on September 18, 2012 Reply

      Comment moderation is going to be a contentious subject. After all, if potential customers know that comments will be moderated on the business’s own website, then perhaps they’re more likely to look for reviews and testimonials elsewhere (on the other review sites) for a more balanced view.

      Perhaps a solution might be to:

      (a) Publically respond to criticism, offering to put it right for the customer, and
      (b) Make sure there are plenty of positive comments on your own site and elsewhere to balance/counteract the odd negative one.

      What do you think?

      • Ian McClelland said on September 18, 2012 Reply

        David, points (a) and (b) are perfect explanations of the best solution, which I covered in depth last night.

        Comment moderation, is not ideal, I agree, but unfortunately, one single comment that is untrue, unjustified or simply written purely to damage a business, has and will continue to do untold damage to businesses. It is for this reason and because there will always be a minority of review writers who will stoop to underhanded tactics in order to gain revenge or undermine/damage a business, that comment moderation is not ideal but is a neccesity.

        On my website, I try to be as fair as humanly possible as far as customers choosing whether to write a review on my site or place on elsewhere on a third party site. I do this by stating:

        “Thank you for your input. Your testimonial will appear here shortly.

        We manually approve all submissions to prevent spam form appearing on our site.

        Thanks for your patience.”

        To my mind it is the best solution – your thoughts?

        • David Bartlett said on September 18, 2012 Reply

          Hi Ian,

          Agreed – a great solution. Impersonal business criticism is one thing, personal attacks another entirely. I agree that steps must be taken to protect against the latter and comment moderation may well be a necessary evil here.

          Thanks again for your excellent presentation last night.

          Best regards, David

    • Ian McClelland said on September 18, 2012 Reply

      Hi Arthur, Thanks for the comment. I agree with you wholeheartedly.

      I imparted so much information ln the presentation that some aspects may not be fully recalled or “lost in translation” as they say.

      Just to recap, I mentioned that all businesses should be in control of what is written about them online and one of the ways to achieve this is by moderating comments via your website. I also mentioned that while doing this, potential customers don’t want to see, and I quote my words “A whiter than white business” as this is just not the real world. If you recall, later in the presentation I positively encouraged all business owners to respond to negative reviews, comments and testimonials by firstly “Being honest”. If the review is true, business owners have a responsibility to their customers to address issues which goes back to your first two words “Customer satisfaction”. If you recall I advised everyone to “Fix” the issues and then to reply to the review advising the customer what action has or will be taken to address the issue.

      To further demonstrate, if you placed the above as a review or testimonial on my own website, I would happily approve the comment as it is a true review, without any moderation from myself. As you quite rightly point out, “..any website that filters out adverse comment is worthless”. However if your comment was a more personal attack, derogatory in content and unsubstantiated, I would NOT post the comment immediately. Instead I would then set up a dialogue and attempt to resolve the issues……and then post the review and ensuing conversation on my site. This way, I am still controlling, not so much what “Is” said, more “When” it is said.

      I have to hold my hands up and state that “Yes” I should have made things clearer and I will address that part of my presentation. Apologies from me, but at the same time, thanks for bringing it to my attention.

      I hope the vast majority of the presentation was beneficial to you.

      Again, thanks for the constructive comments – it helps me improve!

      Regards

      Ian

  2. Prabhat Shah said on September 18, 2012 Reply

    It was good to refresh how important “reputation” is for the business. Impressed by the customer value calculation tool.

    One thing I need to emphasise that, reviews should always be on independent site like TrustPilot or Freeindex and should NEVER NEVER be controlled. If try the feedback will go somewhere else to it DOES NOT help.

    Thank you very much Ian for bringing up fantastic presentation and David/Greg for organising such a wonderful evening.

    See you soon !

  3. David Bartlett said on September 20, 2012 Reply

    Hi Prabhat,

    Thanks for your viewpoint and your kind words. I’ll Tweet you a bit later on once I’ve looked-up the answer to the comment plugin question that you asked me.

    Best regards, David

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