Category: reputation management

Blogs, Facebook, Ideas for the digital world, Marketing, Mobile, reputation management, social media

What is the role of the website in a social media world?

I’m a member of a stimulating Facebook Group called Social Media and Wine. Recently Andrew Hanigan from Derwent Estate Wines asked a question which is relevant to anyone who has an online presence: So has the role of a Winery website changed with the onset of FB, Twitter, Instagram etc? What should it still contain, what is no longer relevant? Is a well maintained/up to date DIY site enough these days or do I still need an expensive platform? Some […]

Ideas for the digital world, online reviews, reputation management, rules of engagement

Meet Zomato

You hate and love them. But review sites are a fact of life and are here to stay. In Melbourne, the biggest of them all is Urbanspoon, which is about to be relaunched in a few weeks as Zomato with local community managers and content creators on the ground. And the team looks to be improving some of Urbanspoon’s shortcomings by ranking trusted reviewers and changing the point scoring system. A history of review sites Yelp! was the first review […]

customers, Ideas for the digital world, online reviews, reputation management, rules of engagement

How Big Huey beat the trolls

I was tempted to call this post “Meet the troll wrangler”. I’m not talking about Iain Hewitson or myself but an astute watcher of social media. More about this Caped Crusader of the digital world later. Online restaurant reviews are a serious business. Bad ones cause restaurant owners anxiety and they can spend a lot of time – and money – dealing with them properly. Nobody wants a bad review to go viral by handling it badly. And some owners […]

online reviews, reputation management, social media, Websites

How to manage your online reputation with Ken Burgin

You’d be amazed the number of people who contact us problems with online reviews. It seems to be the problems are split two ways. Either somebody has got drunk and is randomly posting negative reviews or a venue’s review score falls below their expectations, especially in Melbourne on Urbanspoon. I recently talked to hospitality consultancy Ken Burgin on this issue for his podcast, which you can find here. The first problem of drunken trolls is relatively easy to solve and […]

Marketing, reputation management

Focus your brand and message

“Imagine you’re sitting across from a reporter at lunch. You’re telling them what you do, your story, why they should care about your product. You have to convince this reporter to not only write about you, but that what you’re doing matters. That you’re going to be successful.” The article I’m linking to is about start-ups but equally it applies to what we do in Melbourne for SMEs, particularly restaurants. The smart operators who you see in the press the […]

customers, online reviews, reputation management, rules of engagement, social media

ACCC to tackle online reviews?

One of the biggest gripes among and hospitality or tourism-based business is the anonymous online review. We’ve helped many people over the years with trolls who have defamed venues and individuals just because they were refused entry or kicked out for being drunk – or just because they are competitors. It’s a real pain and emotionally draining for owner operators who care about their businesses. Now Restaurant & Catering Australia is in discussions with the Australian Competition & Consumer Commission […]

Content marketing, reputation management, SEO, social media

Google on what is search engine optimisation

Every so often a client is approached by someone selling Search Engine Optimisation and they wonder if they should buy it. Often these providers offer link buildings and many other practices that google disapproves of. I maintain that a proper content marketing strategy – that’s articles and videos people want to engage with -and social media engagement is good Search Engine Optimisation. I’m not going to explain any more as this is Google’s Matt Cutts who is talking about the […]

reputation management, rules of engagement, social media

What can you do about Urbanspoon reviews?

For restaurants it is tough to know what to do about negative comments on Urbanspoon. As the chart shows below in the past few years it has become the the most popular review sites in Australia and for some customers it has become a blood sport to leave negative comments for even the smallest problems. In the case of a popular venue its profile will be seen by several thousands visitors a month and can refer several thousand visits to […]