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How to Improve Your Customer Service Skills

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Unfortunately, that line in the movie Field of Dreams, when Kevin Costner says “Build it and they will come,” isn’t the case for businesses. Wouldn’t that be nice!  You can have the best product or store in the world, but if it’s not stacked with employees dishing out good, or at least decent...

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Alexa and Google Assistant Including you in Local Search

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So maybe your house isn’t quite up to par with Hal from 2001 Space Odyssey:

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VIDEO: Yelp's Bite is Bigger Than it's Bark

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Happy summer, everyone. It's Matt Jones, your review and reputation management specialist, here to talk to you about everyone's favorite directory that we like to hate, and that is Yelp. Several months ago, as most of you are aware, Yelp came out with a change to their policy. And the change...

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VIDEO: Do You Treat All Your Customers the Same?

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Welcome to another episode of WebPunch's School of Online Reputation Management. It's early summer, things are hot. I'm your host, Matt Jones, here to drop some knowledge. I'm here to discuss a little bit of a topic that most business owners are pretty sensitive to, and that's customers. How...

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It's Time We Start Responding to Restaurant Reviews

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Yelp reports that their second most reviewed category is restaurants, with 17% of the contributed content going towards it,  second only to shopping which garners 21% of reviews on the site. But for some reason, restaurants usually don’t respond back.

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Google's Owner Review Response Notification a Boon for Businesses

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If you’re a business that takes the time to respond to your Google reviews, there is good news afloat! Google just announced that it will now notify a reviewer when a business has responded to their review. Google is calling this new feature Owner Review Response Notification.” Here's what...

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VIDEO: 3 Things Google Can do to Help the Fake Review Problem

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Welcome Web Punch Nation. I am Matt Jones, your host. It might look a little different today because I was out taking some photos in Canada this last weekend and I dropped a lens that broke, and I didn't want to use that for the video. So I've got a different lens on there so things might look a...

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Customer Feedback Survey | How to Set Up a Lost Prospect Survey

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Life can be pretty hard sometimes.  There are times when your basement floods or your car gets towed or that rare occasion where the lottery ticket you bought turns out to be a dud.  In business, there are times when you don’t close the deal and when that happens, it can really shake the...

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When Following up with Customers Goes Too Far

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When does following up with your customers go too far? Probably when it’s arguably become some form of harassment, or just downright annoying! Don’t kill your online reputation over one review.

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VIDEO: How to Win with Customer Experience

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What is up, WebPunch nation? This is your professor, Matt Jones, coming at you from Denver, Colorado, here to drop some knowledge about what's going on in the world of reputation management and how you can make things better for your business. First and foremost, what is up with my fabulous...

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