Local Knowledge Panel Now Includes Reviews From the Web

Local Knowledge Panel Now Includes Reviews From the Web

Google recently announced that they were adding “reviews from around the web” to the local knowledge panel for businesses. Find out how this may affect you here: http://bit.ly/2cpHQTv

Last week Google announced that they were adding “reviews from around the web” to the local knowledge panel for businesses.

Google stated

“Whether your site publishes editorial critic reviews, best-of places lists, or aggregates user ratings, this content can be featured in local Knowledge Panels when users are looking for places to go.

Reviews from the web is available globally on mobile and desktop, Reviews from the web brings aggregated user ratings of up to three review sites to Knowledge Panels for local places across many verticals”


What is the Knowledge Panel?

If you were to Google any business name (take your own business as an example), on the left hand side of the page Google will return a list of the most relevant sites on the internet related to your business and on the right hand side of the page there will be the knowledge panel for your business. Take a look at the example below:


Knowledge graph example of Bath Spa Dentistry


The knowledge panel will display your location on a map, the Name, Address and Phone Number Citation (NAP), your opening hours, images of the exterior and interior of your office. It will also show the customer ratings that your business has from Google My Business, as well as some snippets of those reviews and now “the reviews from the web” section that will showcase reviews from other relevant sites. Good or bad.


Why have Google Added Reviews from the Web?


Reviews from the Web is intended to increase the number of sites that can display user reviews allowing the user to gain a more informed buying decision.


When it comes to making purchasing decisions, customers look for trust signals, and so does Google. One of those trust signals is online reviews, with 90% of customers  saying that their purchasing decisions are influenced by them. Google also uses user generated content including online reviews as a ranking signal for how your website will perform for keyword phrases in search.


Here are a few examples of what “Reviews from the Web” Look Like

dental reveiws from around the web


In the example above you can see a dentist that has reviews being pulled through from NHS Choices and Yell along with the reviews they also have from Google My Business. This gives three separate social signals for any potential patients to read and decide for themselves if they are a good practice to choose.


jmw solicitors manchester knowledge graph

In the above example Google is displaying user generated reviews from Facebook and Trustpilot.


Slater and gordon knowledge graph

Slater and Gordon have optimised their website and used structured review snippet data on their website to alert Google of their user reviews.


What sites can you get reviews from?


Google has not yet provided a definitive list of sites that it is pulling reviews from. Sites that have been seen are sites such as Yell, Facebook, Trustpilot and NHS Choices to name but a few. As the roll out continues to take place we will see more and more sites being added to the knowledge graph.

Actions that all business owners should take.


  • Build Your Reputation


Put in place a system that actively asks and makes it super simple for your patrons to leave reviews for your business on the sites that are included on the knowledge graph.


  • Manage your Reputation


Understand exactly where your business is listed online and what reviews are out there. Once you know this, monitor those sites to check for new reviews, good and bad, that could alter your review score. Direct your patrons to these sites, for example Google+, Yell, NHS choices, Facebook, or industry related sites that are relevat and are present on your knowledge graph.


  • Market Your Reputation to Help you Win More Customers.


Implement the Google review snippet and use each and every one of your reviews on your website and across social media to shout about the benefits of using your business to all who are watching and in need of your services.


Google cares what people say about your business because its users, your customers, care. Make sure the information that Google presents to your next customer is strong enough to make your competition irrelevant.

The next step for you to take is to implement a 5 Star Review strategy. Find out how to do this by downloading our free report below.


Get 5 star reviews fast

What does your Feedback REALLY tell us?

What does your Feedback REALLY tell us?


Online Reviews are now used by consumers for almost all products and services to help them make purchase decisions, choose holidays or restaurants and to help make informed choices about local service providers such as Dentists, Estate Agents, Car Dealerships or Solicitors.

Genuine reviews are an incredibly valuable tool for businesses as they boost customer confidence, show social proof of good relationships and provide an ongoing narrative of business performance through the eyes of its users. One statistic that we love (so much so that it’s on the back of our business cards!) is that 70 per cent of consumers trust online ratings as much as a personal recommendation (Local Consumer Review Survey).

Taking this into consideration it’s a good idea to put a system in place to make sure you are capturing this valuable feedback from your happy customers so that you can display it and use it to encourage more customers and business growth.

Having said all this, there is a darker side and that is fake reviews. There are plenty of less than scrupulous businesses out there who try and promote themselves and their reputation by adding false, positive sounding testimonials. These can not only reflect badly on the business that is doing it, but leads to a level of consumer distrust that can spill over to businesses whose reviews are genuine.

Luckily for everyone, there are some key indicators to look for in reviews to help weed out the fakes from the real thing. Here are my top guidelines for eagle eyed review spotters:

How many reviews are there?

The more reviews, the better, especially if they stretch back over a few years. Adding hundreds of fakes over a long period of time is incredibly hard for anyone to keep up, so if the company you’re looking at has a long track record of reviews then they are probably the real deal.

Look for the Not so perfect comments

In real life, nothing is perfect. Real reviewers, even those who’ve had a good experience will often leave a review that is only 3 or 4 stars out of 5, or a comment along the lines of “overall our service was good, but XXX wasn’t exactly what I wanted.”

These less than perfect scores actually add a degree of authenticity. After all, who would go to the trouble of leaving a fake review that was only 3 stars?

Has the company left any replies?

If the company you’re looking at has a string of reviews online and has made some effort to comment back then you know they’re monitoring their reviews. Typically this means that they’re interested to know what their clients think, they may even be asking people to leave reviews on certain sites. Again, if they were leaving the positive comments there themselves they probably wouldn’t also be commenting on them. Likewise, if they are commenting on negative reviews you know their reputation matters enough to them to try and put things right.

Are the reviews on third party sites?

We’ve all seen company websites with a testimonial page filled with positive messages from “Mrs D” or “Anonymous, 35”. Although these pages seem to be popular with many businesses they don’t actually prove anything – the business can choose what to post on its own website and by not showing real names or customer profiles it’s difficult for anyone to decipher if these comments are real or how long they have been there.

Instead, look for reviews on third party sites such as Google, Yell or FreeIndex. These sites are incredibly hard to hack with fake reviews and you should be able to see some profile details of any reviewers you are interested in.

How much detail is there?

The majority of real reviewers don’t actually write very much detail in their review. Often it could be something very brief, such as “Thanks for the great service” or “Brilliant, would recommend”. While these short recommendations might not be very helpful to people thinking of using that company, at least if there are plenty of them it should give some idea of a general pattern of service.

On the flip side, real negative reviews tend to be long because the person has genuine problems to vent or rant over.

Finally, remember that MOST reviews are positive. It’s hard for companies to leave multiple fake reviews! If you have any questions about a particular company then why not ask them to put you in touch with a previous customer or patient who can tell you about their experiences?

What are your thoughts on reviews? Do you read reviews of businesses you are planning on using? Leave your comments below!


How to Get Maximum Impact From Customer Testimonials

How to Get Maximum Impact From Customer Testimonials

How to Get Maximum Impact From Customer Testimonials.

customer testimonialsNo business can function without customers, and the best customers are happy customers. As a business owner, or Account Manager there is often no better feeling than getting glowing, positive feedback from a customer or client, especially when that customer testimonial is written down and can be posted for all the world to see.

Why is it then that so many businesses who go to the trouble of collecting this valuable feedback from happy clients then just add it to a file and never let it see the light of day again?

Positive feedback from customers is one of the best assets that your business could have. It allows you to differentiate yourself from your competitors, it proves you do what you promise, and it shows potential new customers that others have tried and tested your process and are happy with the outcome.

Perhaps one of the most common uses of customer testimonials is to create a Testimonial page on your company website. Whilst this is great and it certainly means the reviews are in the public domain, it’s not a proactive use of your great asset, as it relies on people already being on your website in order to see them. Instead, go the extra mile and use the great reviews like a magnet to draw people into your business.


Local business review sites such as Yell and Yelp are great for collecting reviews, not least because these sites rank well with search engines. Reviews that your business gathers on directory sites can be used to help strengthen your search engine position, particularly as Google + Local now collates information from many of these directories and displays them on your business’s Google + page. By encouraging happy customers to leave reviews you can also negate the impact of any negative reviews that have already been left there. Unfortunately, people are more likely to leave a negative review than a positive one, so if this has happened to your business then don’t bury your head in the sand. Encouraging positivity is one way to deal with this.

If you are asking a lot of customers to leave reviews (and you should be!) it’s a good idea to set up a specific page to capture their reviews. This way there is one clear place for customers to go and post, rather than giving them a choice of multiple review sites. It also saves your customers from having to take the extra step of signing up to the directory site as a member before their review can be accepted. We have our own site, www.reviewbigthinkingonline.com to collect reviews from clients. This means that we can direct all customers to one place and ensure we capture all reviews whether good or bad. Once you have reviews and permission to reproduce them you need to try and get them seen by the biggest audience possible.

If you already send out email updates or a regular newsletter you could add your new positive testimonials on to that.

Marketing Material such as brochures, posters and leaflets is great to put testimonials on. If you are at a trade show, or somewhere else where people might pick up your details for the first time a quote from a happy customer can be really eye catching. You could even put quotes on the back of your business cards.

Social Media is another area that you can use to spread the word about your happy customers. It could help you with creating a buzz around your brand, and the more people who see others talking about the great service they’ve had then the more likely they will be to get in touch themselves.

Using your testimonials to market our business can be very powerful, the possibilities are only limited by your creativity.

So whether it’s putting the positive reviews together in a video on YouTube, or having them printed on pens just don’t leave them on a forgotten page of your website, or even worse in a filing cabinet draw.

SEO Reputation Management – Proactively Protecting What’s Great About Your Business

SEO Reputation Management – Proactively Protecting What’s Great About Your Business

SEO Reputation Management – Proactively Protecting What’s Great About Your Business


No matter how good your business is the majority of businesses will find themselves under fire from negative press at some point. You can run the best of businesses for decades, surviving by word of mouth referrals resulting in thousands of happy customers but it only takes one disgruntled patron to write a blog post, leave a couple of negative business reviews or shout about their feeling of discord on social media for years of hard work building a brand to come tumbling down. seo reputation management To top it all off, many of the blogs, review sites, forums that people post on and social media platforms are very well respected by Google and therefore rank highly in the search engine results. When people next search on the name of your business or the products and services you offer, these will often show right on the first page. Right under your main website, quite often as part of your listing thanks to Google’s local business directory, Google Plus Local.

How Does Seo Reputation Management Work?

Negative, inaccurate or misleading content appearing in your top Google results makes a bad impression on people searching for you. And while no one can delete that content (except the person who posted it), effective seo reputation management can make it go away. Whether it is a business name, product, service or person within a business that is receiving negative attention online, by employing seo reputation management strategies you can make it go away. This could involve;

  • Performing an audit of online reviews, discussions and articles about your brand
  • Collating all negative mentions and assessing the best way to address them
  • Creating new positive pieces, such as press releases, advice articles or videos to outrank the negative mentions
  • Regularly monitoring the market for new unfavourable mentions
  • Using other web properties that you have to appear more relevant to the search engines.

By being proactive and taking control about what is being said about your business and what prospective clients can see when they search for you, you can help influence their decision about working with you. To put this into context if at your reception or outside your office were posters, posted by former customers advising people to avoid your business like the plague do you think it would impact the number of people that followed through and become a client?

A 2012 survey of internet users in Britain by reevoo found that 88 per cent of consumers consult reviews when making a purchase, and 60 per cent said they were more likely to purchase from a site that has customer reviews. reevoo’s research shows that shoppers trust independently collected reviews more than twice as much as reviews collected by the business being reviewed. This approach also prevents future negative content from appearing where people will see it. So don’t wait — the longer people see the personal attacks, police reports, bankruptcy filings or other negative content in your top search results, the more damage it does. Take back control of your search results before it is too late. Click on the following link to get 4 great tips on how to repair your online reputation.

Brand Reputation Management in the Age of Digital

Brand Reputation Management in the Age of Digital

Brand Reputation Management in the Age of Digital

Online brand reputation management is something that many businesses don’t think about until they stumble across or become alerted to negative comments about their business online.

It often comes to light when searching for your business online that you notice some strange results, anything that could include blog comments, forum posts to whole articles dedicated to your business with bad reviews, negative sentiments or complaints.

brand reputation management

The alarm bells start ringing, you start to panic and worry about what impact these negative results are having on your business and how it could impact your brand in the future.

That’s where online brand reputation management steps in.

Online brand reputation management involves thorough research into what content, positive and negative, is currently accessible to the searching public. Once this is determined, a strategy needs to be devised that includes removal, where possible, of negative or off brand content, either through negotiation, mediation or providing more relevant content for the search engines to list.

For those comments that are from genuinely dissatisfied customers, simply responding and asking for the opportunity to make things right can be the greatest form of online reputation management as it portrays honesty, accountability and a willingness to rectify the situation.

Of course, not all situations can be resolved amicably, especially if the problem has had time to escalate into something bigger and this can result in a more concerted effort to find a solution that the client is happy with.

Everything discussed so far concerning reputation management has been reactive. By that, it is reacting to something that has already happened. The key to long term success with online brand reputation is to work fastidiously to promote good working practices and excellent customer service attitudes throughout your entire organisation.

By putting your customer front and centre of everything you do, you are being proactive about your brand reputation and this will be reflected in the positive feedback that your business receives online.

When you get into the position of exciting your customers through your excellent service and you get the feedback to prove it, make sure that you share those positive stories with as many people as possible by letting everyone online know how great other people think your business is.

Share your positive feedback through social media, write blog posts, produce a press release and syndicate across local and national news sites. The more internet real estate your business claims that paints your business in a positive light, the better it will be when those who know nothing about your business and are looking for reassurance before becoming a partner of yours.

3 Golden Rules of Online Brand Reputation Management

Work on Building a Positive Brand from Day One

brand reputation management

One of the most valuable assets for any business is their brand. Be synonymous with customer excellence, great value and great service and you will see the benefits online and offline. A business that has ten great, positive stories online versus a business that has two negative reviews will get more new clients through the door. Be proactive and see every new client as a long term business partner who will be happy over time to introduce their friends and family.

Make the Most of the Internet to Share Your Clients Positive Stories

There are many ways that your client’s comments, stories and feedback can be distributed on the internet. Embrace them and make sure that the positive sentiment about your business is being heard all across the internet.

Be Alert to What is Being Said About You.

You can do everything in your power to promote customer excellence but there will always be someone that you can’t satisfy. When it happens and the negative comment does appear, don’t panic, don’t sensor the comment, simply make it clear to prying eyes that you will do everything you can to rectify the situation.

Online brand reputation management is important to all businesses, not just celebrities, politicians and high profile individuals. It’s so easy for your clients and competitors to publish content online these days that it is in your best interests to be proactive, promote excellence and deal with negative issues in a timely and courteous manner.

You Are What Ever Your Clients Say You Are!

You Are What Ever Your Clients Say You Are!

You Are What Ever Your Clients Say You Are!

With the ever increasing amount of messages that each individual customer is exposed to, buyers’ expectations are rising and it is becoming harder to earn audience trust. Without trust there is little chance of building long term profitable business relationships. That is why being customer focused should not only be at the heart of your marketing but also at the basis of everything that you do.

This next sentence may shock people; in fact it might even offend some business owners!

Nobody cares what you think about your product, your service or your business because to all intents and purposes that is a canned and measured response.

What people want to know about your company is the stories people tell about it!

The sooner you accept that what other people say is far more important to the success of your business than what you have to say, the better for your business and the easier it will be on your finances.

If the word surrounding your business is positive, then great! Capitalise on that buzz and attract as many targeted people as you can to witness that buzz for themselves so they too can become interested in what you do, how you do it, how they can become a part of it and share it with those that they know.

On the other hand if the general consensus is that your business is poor and does not deliver on what it says it does then STOP!

stop sign

Take a step back, listen to what people are saying, assess where the problem is and put things right. Then ask people again to judge you on how you are doing?  When the feedback comes back positive then you can look at growing once again.

People need to see for their own eyes what others are saying about your business before making a commitment to become a business partner. To help people make up their mind you should think about the following steps that can improve the return on your marketing investment:

Know your customer – The more you know about your customer, the easier it will become to provide that personalised message. If you have an image of what your customer looks like, what books they read, what makes them happy, where they live, or what industry they work in, then attracting that prospect to become a lead or a customer will be far easier and over time will cost less as conversions will be higher.

Consistency – When a prospect is considering joining your business there is no doubt that your sales and support staff will be there to allow that person to feel a part of how your business runs. If this changes, i.e. the point of contact is no longer available, support staff are currently always engaged or not available at all, then your client is soon going to be disgruntled.

Be consistent with your offering to the client and manage expectations from the outset as to what the client can and should expect from your business and stick to it.

Communicate – Don’t just talk to the customer, make the relationship a two way street. Many people don’t like the idea of giving power to the customer. The truth of the matter is that the internet has given the power to the customer anyway, so deal with it by giving them great things to say about you, and often.

Businesses are now more transparent than ever, honesty and openness is expected so embrace it and allow your business to thrive on it.

Always be listening – Review sites have given the consumer many more options to get their opinions heard. It is no longer in the power of the business to send out a periodic questionnaire as a customer can now go on Yelp, Google+, Qype, Touch Local, Twitter or Facebook and express an opinion. This can happen 24/7/365 and the results mean that  anyone searching for information about your business will see consumer generated content, comments, opinions and real life experiences of working with you and your business.


Have a system in place where you can constantly monitor what is being said about your business and your online reputation, and be prepared to deal with negative criticism when they arrive.

You cannot please everybody, but how you resolve the situation with those that are unhappy when the eyes and ears of the world are on you can impact how prospective clients view your business both in a positive and negative light.

Act Decisively – In the past if you had a problem with a product or service you would go to the customer service desk, ask for the manager or perhaps fill out a customer complaint form to get an apology and a promise from the manager that the issue would be investigated and resolved. What would happen after that is anybody’s guess!

Now it is a completely different kettle of fish. The public nature of the social web means that when somebody has something negative to say about your company you need to act decisively as in the digital world things can quickly escalate.

By embracing the voice of your customers in the digital world your business will be available and responsive to your ideal client’s needs which are essential to building great customer relationships.

If you don’t treat your customers with the trust, respect and care they deserve and bought into when signing up with your business, there is a string of eager and dedicated competitors that will be more than happy to take those clients from you.

Set Clear Customer Expectations to Minimize Negative Reviews

Set Clear Customer Expectations to Minimize Negative Reviews

Set Clear Customer Expectations to Minimize Negative Reviews

customer expectationsIn a recent client meeting, we were discussing the issue of negative online reviews and the impact they can have on your business’s perceived reputation. The client in question had received 2 negative public reviews online in the past month, yet had also received gifts of wine, flowers and chocolates from some of the hundred plus new clients they had served that month. Taken into context, the 2 negative reviews should be a drop in the ocean, yet they are there online for all the world to see, while the Thank you cards and gifts remain discretely in the office.

Managing your online reputation and encouraging those positive reviews online is one thing, but dealing with difficult customers in general is another and if you really want to minimize the negative online reviews then the customer issue is what you must get to the bottom of.

Whilst there are some people who will always be a nightmare customer, no matter who they’re dealing with, they’re few and far between. Most people who submit bad reviews will legitimately feel that they’ve been hard done by and if you seem to be getting several of these type of reviews it may be worth adjusting your customer engagement plan to make sure that you’ve got all your bases covered every step of the way.

Set Expectations

Make sure your client knows exactly what it is and isn’t that you’ll be doing for them. Explain your working hours, expected turnaround time, potential problems that could arise and how you can work around them.

Think about putting together some sort of fact sheet or welcome pack that you can give a client to take away with them, but make sure you draw their attention to the important parts. If there is a step in the process you are likely to be kept waiting for information or results then make sure your client knows that any delay there will not be down to you or your business, for example if you are a conveyancing solicitor and waiting for survey results.

Above all, make sure that your client is happy with the process and that they understand what is going to happen.

Have a clear Communication Strategy

A common complaint from customers of many businesses is around communication. Either that they didn’t get any updates, or that they were kept waiting, or that they couldn’t get hold of the person they needed to.

When you are explaining your process to a customer make sure you let them know when and how you’ll be getting in touch with them with updates. Whether it is a daily email, weekly phone call, or a letter next month make sure you stick to it. While you might know that everything is moving along as it should be and that there is nothing to report, a client who is waiting to hear from you about their Divorce paperwork, house purchase, or Tax rebate may be frantic with worry.

Make sure that you follow up when you have promised to, even if it’s a simple email saying you’ve got nothing to report! Likewise, make sure that if people need to contact you there is a way for them to do it. If you never check your voicemail, then make sure people can’t leave message on it, if you’re away for 2 weeks then make sure people know who will be looking after them in your absence.

Always be Proactive

Don’t leave it to chance that a customer could go online and leave a bad review. Every time you deal with a client, ask if there is anything else you can do for them. If there is, then great, you’ve saved them from going elsewhere! If there isn’t, then ask them for feedback there and then; with more positive reviews the odd negative review then won’t have the same impact. It’s also a great way to ensure that you’re always doing everything you can to keep all of your customers happy.

And finally, always thank clients for giving you their business and make them feel like they’re your most important customer.

2013 Is The Time to Make Your Local Marketing Digital!

2013 Is The Time to Make Your Local Marketing Digital!

2013 Is The Time to Make Your Local Marketing Digital!

A recent study commissioned by Balihoo of 384 brand marketing executives in North America has shown how national brands will be prioritising their local marketing in 2013 with Digital tactics playing an increasingly important role.

Balihoo’s survey results are in line with other industry research showing the growing importance of local marketing for national brands,” said Pete Gombert, Balihoo’s CEO. But why is this?

One answer could be that the emergence of tools such as Google + Local means that local customers are now more inclined to leave reviews, search for local alternatives and expect more from a business they intend to spend their money with.

The strength of the Internet and Social Media now means that Local Marketing has gone global. A customer with a national base, for example a law firm with sites in several different cities, has good reason to focus their marketing in each local area as customers from Manchester will want to know what other Manchester customers think, not necessarily what a customers in Bristol found. Likewise, a bad review in one area could damage a reputation nationally and businesses need to be aware of how to best manage this.


With 91% of the businesses surveyed expecting to spend the same or more on local marketing in 2013 as they did in 2012, local reputation, localised blogs and mobile sites are only going to become more relevant.

In fact, the top three areas earmarked for additional spending in 2013 were

  • Mobile,
  • Local Blogs,
  • Online Customer Reviews.


*Images via Balihoo Research Micro Study: National Brand Use of Digital in Local Marketing

Interestingly, these are also the only three areas where 2013 spend is predicted to be higher than 2012 spending.

So where does this heightened interest in Local Marketing leave the existing Digital Marketing spend? Perhaps only time will tell, but companies that expect to spend more on local marketing in 2013, are currently using less digital tactics than ones not planning to spend more, and two of the biggest spending drops predicted for 2013 are Facebook and other Social Media sites.

At the moment, it has been the businesses with the largest turnovers that have placed the highest importance on Digital Marketing, perhaps because they have the biggest budgets to invest in what has been seen as emerging technology. This may all be set to change, as less than 5% of businesses ranking Digital Marketing as “Pointless” or “Unimportant” to their National Marketing success.

One thing that is usually certain though, where big businesses spend successfully, smaller businesses are generally quick to follow so it seems that 2013 will be the year of Digital Local Marketing!

Do you think 2013 will be the year of Digital Local Marketing? Share your thoughts by leaving a comment below.

Why Online Reputation Management is a BIG deal!

Why Online Reputation Management is a BIG deal!

Why Online Reputation Management is a BIG deal!

This might sound strange coming from a digital agency that provides SEO services for businesses, however the truth of the matter is that all the search engine optimisation tactics in the book and the flashiest website possible will not win new clients for you if your business can not deliver on the promises it makes.

By that I mean when somebody searches using keywords or phrases related to your business and finds comments such as:


  • Never use Again
  • Would Not recommend this to anyone
  • Worst experience of my life
  • Left me in tears

These are real reviews, I am not going to share with you who they are about, that have been posted online. Would you visit or start business with a company whose last review said that?

A negative listing on Google, Yahoo, Bing Yelp, Citisearch, Yell, Thomson Local or any of the hundreds of other review sites could severely damage your capacity to win new business, maintain current business and hamper opportunities to up or cross sell.

If other people talk about your business in a negative manner and that is what people see when they search for your business or services on line, then quite frankly potential clients will not convert. Yes, search engine optimisation will bring more and more targeted people to your site but if they are presented with a horror show the results for you will be simply frightening.

To highlight how important online reputation management is I want to share with you some of the results from the Local Consumer Review Survey Part 2,

The importance of Online Reputation Management

Q. 1 – From the following list: select the Business Types you have searched for via the Internet in the last 12 months? (select as many as you like)

From the 19 possible choices the most searched for business was

  • Restaurants / Cafes – 57% (vs. 37% in 2010)

3 other categories also saw significant gains since 2010:

  • Hotels/B&B/Guest house – 35% (vs. 29%)
  • General Shops – 35% (vs. 30%)
  • Clothes Shops – 34% (vs. 31%)
  • Dentists/Doctors – 27% (vs. 21%)

The results were compared to the last time the survey was conducted in 2010.

The obvious conclusion from this set of results are that more and more people are searching for local businesses online and that means what they find when searching for you is becoming more and more important.

When presented with the same set of businesses and asked the question

Q. 3 – For which of these local business types does ‘Reputation’ matter the most when choosing a business? (select maximum 3)

Online reputation management

Over 35% of people searching for a restaurant/cafe online believe that reputation is the most important factor for choosing somewhere to visit while over 1 in 3 people searching for a Doctor/Dentist online are looking for reputation first. Based on those results what are you doing to enhance your online reputation management and make it so those people become patrons of your business?

Q4. – Which of the following ‘Reputation-traits’ is MOST important to you when selecting a local business to use?

Online reputation management

64% of consumers stated that reliability was the most important reputation trait when choosing a new business.

Is your business reliable? More importantly if someone is searching for your services is what they find a testament to how reliable your experience is? If it is not, that means there is a chance that well over half of potential clients who are actively searching for your business will turn away and move on to the next business.

The final question in the survey asked How many reviews and ratings do you need to read before you trust that business?

The result showed that on average 65% of people need to read between 2 and 10 reviews about your business. How many reviews are there online about your business!? 2, 10, 0.

Your olnine reputation management is important and it is not just about protecting what you have already it is using your online reputation as part of your marketing campaign to drive new business and customer sales.

If 10 people say that you are great, you are reliable and they would recommend you to anyone, then that is something that you want to shout from the roof tops. Think about it!

What Can a Digital Agency do For Your Business?

What Can a Digital Agency do For Your Business?

What is a Digital Agency?

Although there are probably a few different ways to describe a Digital Agency, the definition that we’re using is: a company that provides creative, strategic and technical development of screen-based products and services. Here at Big Thinking Online, that is a big part of what we do.

Our expertise as a Digital Agency covers a range of consultancy and services designed to support your business through the ever changing maze of Online marketing solutions. Our focus is on providing comprehensive advice aimed at putting your business in the spotlight to guide new customers straight to your door.

Digital Agency Services and Solutions

SEO Services

Efficient use of SEO can place your business at or near the top of the search engine rankings, for free! This gives you that all important edge over all your competitors who fall below you, out of site from those impatient searchers.

Mobile sites

With 23 million smart phone users in the UK, it means that if your website can’t be found and used easily by a mobile user you could be missing out on a very important chunk of the marketplace. We can help make sure your mobile optimised site keeps you ahead of the game.

Local SEO

Approx 20% of searches on Google are ‘local searches’, for example “Plumber, Manchester”. If your business is dependent on being found within your local area then our local seo services can make sure that it is!

Google + Local

Google is the most used search engine on the planet, so anything that helps you earn a better place in a Google search is worth paying attention to. By claiming and optimising your Google + Local page you are literally putting your business on the Google map. We can show you to make the most of this.

Pay Per Click Marketing

Online marketing has many faces, and pay per click is one of the best ways to attract targeted leads. It can however be difficult to get right which is where we come in. We can help you identify keywords, manage and monitor your campaign.

Reputation Marketing

Reputation is one thing money can’t buy. Earning good feedback is priceless, yet one piece of bad feedback can ruin all your hard work in a heartbeat. We can proactively work to stay on top of your online reputation, alerting you to any mentions (good or bad!) that you need to address  either to protect or promote your image.

Web Development

We understand that not everyone is a developer or designer, but if the look and feel of your website doesn’t sit well with online marketing and SEO techniques then you will got minimum if any results from your online investment. we can develop your existing content into a site that is both attractive and effective.

SEO Content Writing

Fully optimised content plays a big part in search engine rankings, as do regular updates. If this is an area you struggle with then we can step in, providing SEO and reader friendly content for your site on the subjects that matter to your business.

Social Media Marketing

Although you may be quite happy using Social Media for your personal life, it can be very different managing it for you business. We can help you with anything from getting your Facebook page to match the look and feel of your website, to setting up a great business marketing campaign.

Keyword Research

SEO and , Pay per click are just two things that rely on solid keyword research. Just because you know your business inside out it doesn’t mean you’re choosing the right keywords. We can analyse live search engine data to determine the keywords to focus your online marketing campaign around.

The internet is ever changing with new techniques, trends and technologies being introduced almost daily. As a Digital Agency we also have to constantly learn and adjust as the market demands, meaning that there is far more to what we can do than is listed here! For more information on any of the above services, or to find out more about how we can specifically tailor our services for your business please contact us today on

0161 850 4413