Reputation Matters: Recent Episodes
Chelsea Craig
The Reputation Matters podcast will feature business owners and marketers to talk all about reputation management - the good and the bad. We’ll talk all about the obvious, and not so obvious, strategies people can use to improve the online reputation. We’ll also share examples of businesses that have done a great job of managing their reputation, and some that haven’t, so you can learn more about how and why to keep the reputation of your business in great shape.
Jason Wright is the CEO and Founder of Intentionally Inspirational where he helps businesses design, build, and optimize their sales funnels. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- How Jason came up with the name ‘Intentionally Inspirational’ and what they do
- Why you need to have good relationships with your clients
- The importance for freelancers on Upwork to get 5-star reviews
- The best type of reviews you can get and the power of video reviews
- How to get your customers to leave you positive reviews
- The importance of responding to reviews within 24 hours
Resources:
- Intentionally Inspirational
- Angie’s List
Connecting with Jason Wright:
- Cell
Connecting with the host:
Chelsea on LinkedIn
Kaitlyn Study established South Street & Co. in 2015 with a vision of helping small business owners.
Through this Kaitlyn has been helping local service-based businesses generate leads and prospective customers, creating them a personalized marketing strategy.
Kaitlyn specializes in creating strategic SEO, content marketing, and review creation campaigns that expand business’s digital footprint and drive prospect actions. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- How South Street helps small to medium size businesses grow their reach online
- The importance coach and mentors have had towards Kaityln’s success
- What reputation management looks like in the digital world and the importance of Google
- The importance of a brand’s ‘online story’
- How to coach clients to make them understand the impact of their online presence
- How to best respond to negative reviews
- Strategies Kaitlyn uses to help improve her client’s reputations
- Which industries are most impacted by reviews
- Actionable tactics you can implement today to improve your online presence.
Resources:
- South Street & Co.
- Google My Business
- SSCo Checklist
Connecting with Kaityln Study:
Connecting with the host:
- Chelsea on LinkedIn
Seth Goldstein of Goldstein Media works with businesses in order to optimize their online presence. With over a decade of experience, he manages cultivating companies to not only have a quality online presence but to address the moral character of your brand as well. Seth, who has his pulse on keeping up with new trends, tells us how he approaches work with his clients. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- How he made it to Goldstein Media
- Strategies to stay on top of trends
- What platforms are key to success
- How the types of reviews have shifted
- Business morals and stances
- Do’s and don’ts for scheduling posts
Resources:
- Goldstein Media
- Podcast
Connecting with Seth Goldstein:
Connecting with the host:
- Chelsea on LinkedIn
Joe Giovannoli is the founder and CEO of 9Sail, a digital marketing firm that specializes in project-based and ongoing SEO management for service firms. Joe has almost 10 years of marketing experience, having previously held positions at firms and agencies such as Red Clover and Inflexion Interactive. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Why Joe started 9Sail and how he’s tackling the stigma against search engine marketing
- How 9Sail helps construction and law companies with their search engine marketing
- How easy it is for malicious agents to hurt a businesses reputation
- The techniques Jonathon uses to highlight the good aspects of a company
- Experiences Jonathon’s had with clients that only have one-star reviews
- The extent that Jonathon vets potential clients before working with them
- How to use a proactive outreach process to counter negative reviews
- The power of the first page of Google
Resources:
- 9Sail
- Rhino Reviews
Connecting with Joe Giovannoli:
- 9Sail LinkedIn
Connecting with the host:
- Chelsea on LinkedIn
Ben LeDonni, the CEO of Multimedia Solutions, and Jennifer Greenjack, the Director of Marketing, work with large business to business companies on their digital marketing strategies. Often working within the B2B world, you are looking at long term investing and relationships, having a positive and well-known reputation is key for success. Creative Multimedia Solutions weaves your reviews into your digital marketing plan to promote yourself better. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Proactive and reactive reputation management
- Where are you now with your marketing and what does the customer expect
- Internal reviews and the effects of hiring
- Addressing personal management reviews
- Taking the leap to address negative reviews publicly
- Creative Multimedia Solutions and their reputation
- “Trigger moments”
Resources:
- Creative MMS
- Rhino Reviews
- Clutch
- Creative MMS LinkedIn
Connecting with Ben LeDonni:
Connecting with Jennifer Greenjack:
Connecting with the host:
- Chelsea on LinkedIn
Jonathon Morgan is a technologist, entrepreneur, and founder, and CEO of Yonder. Here he leads a team that helps communicators discover the hidden online groups that spread misinformation and shape public opinion.
His career has spanned media, technology, AI, national security, and social impact. Prior to Yonder, he founded Data for Democracy, a 4,000 member, grassroots collective focused on data projects for social impact.
As a researcher, Jonathan developed new machine learning technologies with DARPA, analyzed online radicalization for the Brookings Institution, and was an advisor to the US State Department. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- How Yonder helps brands protect themselves online
- The most important aspects of reputation management
- Why you need to be proactive instead of reactive with your online reputation
- How Yonder calculates how impactful posts will be on the overall narrative
- The political nature of Covid-19 and how brands should respond to this
- The power of making a post ‘trend’ and how to shape public beliefs
- How people’s trust has shifted from government to businesses
- The importance of data and the danger of emotions
Resources:
- Yonder
- Rhino Reviews
Connecting with Jonathon Morgan:
Connecting with the host:
- Chelsea on LinkedIn
Jay Miller is the CEO of Kyber Digital, his company specializes in helping businesses with SEO and web development primarily in the contracting world. Instead of fighting fire with fire when a customer who leaves bad reviews, Jay would say you’ve just been given an opportunity to advance your standing with your clients and community. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Identifying opportunities to fix bad reviews
- Weighing out what reviews are worth addressing
- Using tactical empathy to understand your customers
- The importance of long time customers
- Monitoring your reviews
Resources:
- Kyber Digital Website
- Kyber Digital LinkedIn
Connecting with Jay Miller:
Connecting with the host:
- Chelsea on LinkedIn
Christine has worked in Marketing for over 5 years and in that time has greatly impacted the success of multiple businesses. Her creative approach to marketing strategies, along with her genuine passion for her role, has had a significant effect on the online presence of the businesses she works for.
Christine is a goal-oriented leader and an inspiring mentor. Her patience, compassion, and work ethic have made her a well-revered marketer. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- The importance of reputation management and responding to reviews
- How Christine saved her business from a mistaken identity PR nightmare
- The problem with social media spreading misinformation
- The difficulties there are in getting false negative reviews removed
- How hiring a crisis management PR firm helped Christine
- The importance of acting quickly when your online reputation is at stake
- How your reviews affect your SEO
Resources:
- Odin Properties
Connecting with Christine O’Toole:
Connecting with the host:
- Chelsea on LinkedIn
Jon Tsourakis is a serial entrepreneur, strategist, and digital marketing expert. He is the President and Chief Revenue Officer at Oyova where he’s responsible for the sales and growth of the company. With a strong love for people, marketing, and tech, Jon was open to share the knowledge he’s learned along his journey. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- The types of businesses Jon’s marketing company works with
- Why Jon decided to start his own marketing business
- The experience Jon has with reputation management with his B2B and B2C clients
- Why you shouldn’t just remove negative reviews
- How changing your customer support service can reduce the number of negative reviews you receive
- The issues of ‘blackmail reviewers’
- The amount of power platforms like Yelp have
- How to encourage your customers to write positive reviews
- Where the name ‘Oyova’ came from
Resources:
- Oyova
Connecting with Jon Tsourakis:
Connecting with the host:
- Chelsea on LinkedIn
Zack Duncan is the President and Principal Digital Marketing Consultant at Root and Branch Digital Marketing. He’s an innovative and data-driven Digital Marketing professional with over 12 years of progressive experience across B2C and B2B companies. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- How Zack became a skilled Digital Marketer and started his own Digital Marketing company
- How to build a good reputation as a new company with no customers
- Why some businesses need to be coached on the importance of online reviews
- The impact average ratings can have and the results you can get from having a dedicated plan
- How to manage a client’s expectations of the length of time it takes for online reputation management to take effect
- Actionable tips that businesses can take to improve their online presence
- How Zack came up with the name ‘Root and Branch’
Resources:
- Root and Branch Digital Marketing
- Google My Business
- Root and Branch Youtube Channel
Connecting with Zack Duncan:
Connecting with the hosts:
- Chelsea on LinkedIn
Raj Kupar is an Entrepreneur, experienced Marketer, and the Founder and Director of &Marketing. With over two decades of experience in Marketing, Raj has worked from all sizes of companies from Fortune 50 companies to start-ups. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Why Raj started his business &Marketing and what they do differently from other Marketers
- The benefits of using outsource marketing
- Why online reputation management is so important and how to avoid getting a bad online reputation
- Why online management is one of the only forms of marketing that you can see immediate results from
- How to handle interactions with disgruntled customers
- Actionable steps you can immediately take to create a good online reputation
- The educational program Raj has made for businesses with smaller budgets
Resources:
- &Marketing
- &MarketingU
- Rhino Reviews
Connecting with Raj Kupar:
Connecting with the host:
- Chelsea on LinkedIn
Steve Guberman is a strategic digital marketing leader with extensive experience in Enterprise-level search engine optimization, email marketing/campaign delivery, search marketing, and e-commerce. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Steve’s 20-year long experience working in customer relations
- How you build a trusted relationship with a client
- The importance of using innovation to show your clients you care
- The biggest pushbacks Scott gets from clients when he talks about online reviews
- The importance of having authenticity in your online presence
- The best thing you can do to improve your online reputation
Resources:
- Agency Outsight
Connecting with Steve Guberman:
- Website
Connecting with the host:
- Chelsea on LinkedIn
Sean Boyce has been starting successful businesses and helping others grow for over 10 years. Founder of Consulting Firm NxtStep, and Production Company PodcastChef, Sean has a lot of experience in building brand reputations and managing online presences. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- The importance of reputation and how to cultivate the proper reputation for your company
- How the work Sean does at NxtStep helps businesses to build their reputation
- Why it’s sometimes worth increasing your prices even if it might result in losing customers
- The importance of using constructive criticism in a positive way
- How to respond to negative reviews
- The extent of the damage going viral can have
- How you can turn a negative customer experience into a positive one
- Who Podcast Chef are and how they help people
Resources:
- NxtStep Consulting
- Podcast Chef
Connecting with Sean Boyce:
Connecting with the host:
- Chelsea on LinkedIn
Neil Wainwright has been an entrepreneur for all his working life and has started 8 different successful companies. Currently, he is working on UpHabit, another company that he founded and owns. Here are a few of the topics we’ll discuss on this episode of Reputation Matters:
- Neil’s background and why he decided to start UpHabit
- The good and bad aspects of Glassdoor
- The difficulties Neil’s faced releasing a Sass app so early on
- How Neil got the ratings of his app to increase
- Why Neil places such importance on reviews and customer feedback
- The importance of being honest and owning up to your mistakes
Resources:
- UpHabit
Connecting with Neil Wainwright:
Connecting with the host:
- Chelsea on LinkedIn
The Reputation Matters podcast will feature business owners and marketers to talk all about reputation management - the good and the bad. We’ll talk all about the obvious, and not so obvious, strategies people can use to improve the online reputation. We’ll also share examples of businesses that have done a great job of managing their reputation, and some that haven’t, so you can learn more about how and why to keep the reputation of your business in great shape.