Press

Press Release

Edinburgh-based National Positions UK has developed a unique online software service which enables businesses to better manage their online reputation across review websites by offsetting the damage caused by negative online customer reviews.

The internet marketing agency aims to address this common business concern with its innovative programme ‘Positive Reviews Pro’. This unique service - available nowhere else in the world - gives business owners a platform to gather real reviews from their everyday happy customers and syndicate them to the review sites which are most important to their business.

Businesses are invited to a free online webinar, being held at 14:30 on Thursday 17 May, which will give a brief overview of how the software can help protect their reputations (sign up here: www.NationalPositions.co.uk).

The software is particularly useful for the hospitality sector, which has suffered more than most as a result of negative customer reviews. Food service consultancy Horizons recently warned that the food service sector must continue to innovate as trading is set to toughen in 2012*. Couple this news with a recent study** conducted by Boston based PR Agency Cone Communications - which concluded that 89% of people now turn to review sites such as Google Local, Trip Advisor, Yelp and Qype before making a buying decision - and it becomes clear that the online reputation of businesses is more vital than ever before.

Ryan Mattock, Vice President, Operations for National Positions UK, says:“Time and again we find our clients struggling to manage negative customer reviews before they go live for the world to see. Negative reviews not only damage a company’s reputation but also restrict their ability to be found in Google’s ‘Local Listings’.

“Customers are much more likely to turn to the internet to vent a frustration than to sing the praises of a positive experience, and in many cases negative reviews are posted about issues that could have been easily resolved. This is the reason we invested heavily in developing Positive Reviews Pro, a new service which gives a business the power to gather, manage and syndicate reviews from their customers around the web.”

Clients signing up to Positive Reviews Pro are given a number of ways to capture reviews from their everyday happy customers. One of these includes a customised tablet PC device which is pre-loaded with a company’s branded review page. The tablet is presented to the customer with an on-screen incentive, at the time of paying a bill, to reward the customer for leaving a review. Reviews are then saved within an online portal and available for review by management before being syndicated to the review sites which are most important to that business.

Ryan adds: “In addition to the branded tablet PC, other free marketing tools are provided to help businesses gather customer reviews, for example review buttons can be added to a company website or Facebook page, links to a client branded review page can be used within Email marketing communications, and QR codes are available for use on printed materials such as flyers and menus.

“Positive Reviews Pro is a very powerful marketing tool for businesses of all sizes. It gives a company the chance to identify and manage customer experiences before someone turns to the internet to vent frustrations. Not only that, but it makes it extremely easy for management to identify and improve areas of its business. Positive Reviews Proalso works to significantly increase repeat business by offering an incentive to leave a review, for example 10% off their next meal, and connect with their company social media accounts.”

The key issues

• Customers are quicker to turn to the internet to post a negative review than a positive one
• Competitors are increasingly trying to sabotage the competition by posting negative reviews
• It is very difficult to manage a negative customer experience and the influence it has on other people after a negative review goes live for everyone to see i.e. there is no delete button
• 89% of people now turn to review sites before making a decision on where to eat or drink
• One bad review is enough to offset ten positive reviews
• The number of reviews and star ratings left by customers are playing a determining factor in the local Google rankings

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently.” Warren Buffett

                                                                                               -ENDS-

 To arrange an interview with Ryan Mattock contact Samantha McKay-Challen at McKay PR on 07818 164639 / 0131 531 0373 / email: samanthamckay1@hotmail.co.uk.

Contact details:

National Positions UK
9 Canning Street Lane
Edinburgh
EH3 8ER

Phone: +44 (0)131 228 5824 | +44 (0) 131 208 2562

Website: www.nationalpositions.co.uk

Email: info@nationalpositions.co.uk

Notes to editors

*Horizon’s Study:

http://www.hrzns.com/news/foodservice-sector-must-continue-to-innovate-as-trading-is-set-to-toughen

“The UK foodservice sector faces its biggest challenge yet as 2012 brings a fourth year of retrenchment, with consumer confidence worsening and unemployment set to rise. With a year of austerity in prospect, the country’s 260,000 eating out establishments, which generate around £42bn-worth of sales per year, will have to work even harder than last year to tempt people to spend their money on eating out.” Horizons

Horizon concluded its report by stating:“The UK’s foodservice industry is particularly good at reinventing itself and adapting to change. The businesses that don’t embrace change are those that will suffer this year, but outlets that adapt to the demands of the new consumer by offering something different are those that will survive the year ready to focus on growth when consumer demand improves.”

** Cone Communications study:

http://www.coneinc.com/negative-reviews-online-reverse-purchase-decisions

“Four out of five consumers have changed their minds about a recommended purchase based solely on negative information they found online. This is up from just 67 percent of consumers who said the same in 2010.”

Download this Press Release: Download: Positive Reviews Pro Press Release