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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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Gauging Employee Loyalty with eNPS®

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We are usually more critical of ourselves than other people are of us. In the mirror my “dad bod” looks to me more like Mr. Chub-a-lub than others (at least that’s what they’ve told me!). To you, your communication skills may be lacking more than your co-workers think they are. That canvas you...

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VIDEO: Google + Review Gating

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Welcome, WebPunchers, to another edition of WebPunch's School of Online Reputation Management. I am your host and professor, Matt Jones. What's been going on lately? Gosh, I just got back from Europe where I was frolicking in fields of tulips and seeing brown bears and I went to Dracula's...

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How To: 4 Steps to Closing the Loop from Detractor to Promoter

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“Turn that frown upside down!” That’s an industry phrase, right?

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Sexual Lubricants and Amazon's Customer Experience

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Picture this: Jeff Bezos, founder and CEO of Amazon.com “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view,...

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