Brands & Local Business Reviews: A 2010 Social Media Focus

imedia tom crandall1 Brands & Local Business Reviews: A 2010 Social Media FocusThis weeks cover story on iMedia is my article “How to protect your brand from bad business reviews.”

The article explains what local business reviews are and why brands with several locations need a solution to manage local business reviews.

There are three fundamental elements of a local business review management strategy:

monitoring reviews, responding to reviews, and proactively generating reviews.

The article shares best practices, as well as important tools to manage reviews like Customer Lobby and the Marchex Reputation Management tool.

Local business reviews are important to national and regional brands for three primary reasons:

  1. Local business reviews affect brand reputation and the actions of prospective customers. As a result, negative reviews provide companies the opportunity to publicly engage dissatisfied customers and seek resolution to correct adverse customer experiences. As a brand, demonstrating that you care about what customers have to say is a best practice.
  2. Local business reviews inform brands about customer experiences and can provide actionable business intelligence regarding products, services, and policies.
  3. Search engine visibility. Simply having local business reviews increases your business listing rankings in the local business results of Google, Yahoo, and Bing.


Download our white paper: Geotargeting: Local Seach Best Practices For Brands


Our consulting and agency services are designed for national and regional brands:

Accounting & Consulting
Earnst & Young, KPMG, PricewaterhouseCoopers, Grant Thornton LLP, Accenture

AAA, Just Brakes, Midas, Meineke, Big O Tires, Discount Tire, Wal-Mart Tire & Lube Express, Sears Auto Center, Monro, Brakes Plus, CarX, Jiffy Lube, Aamco, Firestone Complete Auto Care, Tuffy, Brake Masters, Advanced Auto Parts, Tires Plus, Auto Zone, Pep Boys, Carquest, Napa Auto Parts, Checker Auto Parts, O’Reilly Auto Parts, Kragen Auto Parts, Batteries Plus, National Tire & Battery, Precision Tune, Valvoline Instant Oil Change, Maaco, Goodyear Auto Service Center, Econolube, Express Oil, Glass Doctor, Tint World, Grease Monkey, Safelite, Speedy Glass, Harmon AutoGlass, NOVUS Auto Glass Repair & Replacement

Wells Fargo, Chase, Bank of America, Wachovia, US Bank, Union Bank, BBVA Compass, TCF, Citibank

Car& Truck Rental
U-Haul, Budget Car Rental, Budget Truck Rental, National, Avis, Hertz, Enterprise, Thrifty, Alamo, Payless, Discount, Fox, Ryder Truck Rental, Penske Truck Rental

Car Sales
Chevy dealers, Chrysler dealers, Ford dealers, GM dealers, Dodge dealers, Jeep dealers, Lincoln dealers, Mercury dealers, Cadillac dealers, Mercedes-Benz dealers, Kia dealers, BMW dealers, Audi dealers, Volvo dealers, Volkswagon dealers, Porsche dealers, Jaguar dealers, Toyota dealers, Nissan dealers, Hyundai dealers, Honda dealers

Carpet Cleaners
Stanley Steemer, Chem-Dry, Sears Carpet Cleaning, Coit, ServiceMaster Clean, Rug Doctor, Heaven’s Best, Steamatic

Courier Services

Dry Cleaners
One Hour Martinizing, Pilgrim Dry Cleaners, Clean’n’Press, Comet Cleaners

Employment Agencies
Apple One, Kelly Services, Adecco, Manpower, Spherion, Labor Ready, OfficeTeam, Aerotek, Accountemps, Snelling, Staffmark, Volt, Westaff, Randstad, Labor Finders, Kforce, Olsten, Prostaff

Eye Care Centers
Pearle Vision, For Eyes Optical, LensCrafters, EyeMasters, Sears Optical, America’s Best Contacts & Eyeglasses, Eyeglass World

Fast Food & Beverage
A&W Restaurants, Arby’s, Au Bon Pain, Blimpie, Boston, Market, Burger King, California Pizza Kitchen, Checkers, Chick-fil-A, Chipotle Mexican Grill, Church’s Chicken, Dairy Queen, Del Taco, Dixy Chicken, Dunkin’ Donuts, Hardee’s, Hesburger, Hungry Howie’s Pizza, Jack in the Box, Jamba Juice, Jimmy Johns, Jollibee, KUT, Krispy Kreme, Krystal, Long John Silver’s, Lotteria, Marco’s Pizza, Maui Tacos, McDonald’s, Mighty Taco, Mister Donut, Moe’s Southwest, Grill, Mr. Hero, Nando’s, New York Fries, Noble Roman’s, Pal’s, Panda Express, Panera bread, Pizza Hut, Pollo Tropical, Popeyes Chicken & Biscuits, Qdoba Mexican Grill, Quiznos, Rally’s, Red Rooster, Shakey’s Pizza, Starbucks, Steak n Shake, Sonic Drive-In, Subway, Taco Bell, Taco Bueno, Taco Cabana, Taco del Mar, Taco Tico, Taco Time, TCBY, The Pizza Company, Tim Hortons, White Castle, Wendy’s, Whataburger, Wimpy

Fitness Centers
LA Fitness, 24 Hour Fitness, Bally Total Fitness, YMCA, Life Time Fitness, Curves, Planet Fitness, Anytime Fitness, World Gym, Pure Fitness Clubs, Snap Fitness 24/7, XSport Fitness, Crunch, Gold’s Gym, Powerhouse Gym

Hair Salons
Great Clips, Supercuts, Fantastic Sams, Sport Clips, Hair Cuttery, Cost Cutters, Regis Salons, SmartStyle, Pro-Cuts, MasterCuts, Snip-its, Floyd’s 99 Barbershop

Home Mortgage Companies
Wells Fargo Home Mortgage, Wells Fargo Financial, GMAC Mortgage, Wachovia Home Mortgage, Chase Home Mortgage, CitiMortgage, US Bank Home Mortgage, Bank of America Home Mortgage, SunTrust Mortgage

Home Security
Protection One, ADT, Brinks Home Security, Broadview Security

House Cleaning Service
Molly Maid, Maid Brigade, Merry Maids, Maid Pro, The Maids

Insurance Companies
AIG, Allstate, American Automobile Association, American Family Insurance, American Income Life, American National Insurance Company, Amica, Aon Corporation, Assurant Employee Benefits, Auto-Owners Insurance, AXA, Equitable Life Insurance Company, AXIS Capital, CapitalOne, CNA Financial, Colonial Life, Conseco, Country Financial, Chubb Corporation, Encompass, Erie Insurance Group, GEICO, General Re, Genworth, GMAC Insurance, Hanover Insurance, The Hartford, Infinity Auto Insurance Company, Jackson National Life, John Hancock Insurance, Liberty Mutual, Merchants Insurance Group, Metropolitan Life Insurance Company, Mutual of America Life Insurance Company, Mutual of Omaha, Nationwide Insurance, New York Life Insurance, Pemco, Penn Mutual Life, Principal Financial Group, Progressive, Protective Life Insurance, Prudential Financial, Reliance Insurance Company, Safe Auto Insurance Company, Safeco, Standard Insurance Company, State Farm, Mutual Automobile Insurance Company, The Travelers Companies, Inc., TIAA-CREF, Unitrin Direct Auto Insurance, USAA, Wells Fargo, Westfield Insurance, West Coast Life Insurance

Schwab, Prudential Securities

Massage Therapy
Massage Heights, Massage Envy, Hand & Stone Massage, Red Door Spas

Allied Van Lines, Mayflower, United

Payday Loans
ACE Cash Express, Advance America, Check `n Go Payday Loan, Money Mart & Loan Mart, Cash America, Allied Cash Advance, Speedy Cash

Pest Control
Terminix, Orkin, Truly Nolen Pest Control, Western Extermintor Company, Clark Pest Control, Cook’s Pest Control

Pet Grooming
PetSmart, Petco

Photo Processing
Ritz Camera, Wolf Camera, Walgreens Digital Photo Printing, CVS Pharmacy Photo & Pictures, WalMart Photo Center, Costco Photo Center

Physical Therapy
Novacare, Select Physical Therapy, Accelerated Rehabilitation Centers, OccuSport Physical Therapy, Athletico Physical Therapy, Physiotherapy Associates

Portrait Photography
JCPenney Portrait Studios, Picture People, Target Portrait Studio, Olan Mills Portrait Studio

Kindercare, TutorTime, Childtime Learning Centers, Goddard Schools, Kiddie Academy International

Sir Speedy, Alphagraphics, Fedex Office, Mail Boxes Etc., Staples, The UPS Store, Office Depot, Kwik Kopy Printing Centers, OfficeMax

CENTURY 21, Long & Foster Realtors, Coldwell Banker, RE/MAX, Keller Williams Realty, Weichert, Zip Realty, Realty Executives International, Prudential Real Estate Professionals

Red Lobster Seafood Restaurants, Olive Garden, Chili’s Grill & Bar Restaurant, Romano’s Macaroni Grill, Carrabba’s Italian Grill, Pizza Hut, Domino’s Pizza, Papa Kohn’s, Little Caesars, Outback Steakhouse, Carino’s Italian Restaurant, Red Robin® Gourmet Burgers, Ruby Tuesday, Applebees, Maggiano’s Little Italy, Buca di Beppo, Smokey Bones, Famous Dave’s BBQ, T.G.I. Friday’s, Panera Bread, P.F. Chang’s China Bistro, Texas Roadhouse, IHOP, Denny’s, Perkins, Cracker Barrel, O’Charley’s, LongHorn Steakhouse, Logan’s Roadhouse, Lone Star Steakhouse, The Cheesecake Factory, Hooters, Joe’s Crab Shack, Golden Corral, Mimis Cafe, Buffalo Wild Wings, The Melting Pot, Uno Chicago Grill, Fazoli’s, Marie Callender’s, Bahama Breeze, BJ’s Restaurants, Old Chicago, Rock Bottom Restaurants, Fuddruckers

Self Storage
Public Storage, U-Haul Storage, U-Store-It, Extra Space Storage, Uncle Bob’s Self Storage, A-American Self Storage

Senior Care
Home Instead Senior Care, Visiting Angels Senior Home Care, Interim Healthcare, Senior Helpers, Comfort Keepers, Right At Home

Tanning Salons
Planet Beach, Image Sun, The Tan Company

Tax Preparation
H&R Block, Jackson Hewitt, Liberty Tax Service

Virtual Offices
Regus, HQ, Alliance Business Centers, Premier Business Centers

Weight Loss Centers
L. A. Weight Loss, Jenny Craig, Physicians Weight Loss Centers

Culligan, Kinetico, Rainsoft, New Horizons Computer Learning Centers, Whole Foods Market, Pop-A-Lock, It’s Just Lunch, American Express Travel Offices, AAA Travel Office

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