Online Reputation Management Restaurants & Food Industry

1. Online Reputation Management Restaurants & Food Industry

2. BEYOOONLINE.COM Table of Contents 8.Restaurants & Mobile Apps 9. Social Media Facts & Stats 10. ORM Services for Restaurants & Food Industry 11. EAMR Services for Restaurants & Food Industry 12. SEO & Social Media Services for Restaurants & Food Industry 14. How can we help you? 15. Q&A 1. About BEYOO ONLINE 2. What is Online Reputation Management (ORM)? 3. Example of Bad Reputation Management – Applebee’s case 4. Example of Bad Reputation Management – Amy’s Baking Company case 5. Example of Bad Reputation Management – Social Media Slurs 6. The Importance of ORM 7. The Importance of ORM 7. Social Media & Restaurants 2 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

3. BEYOOONLINE.COM 1. About BEYOO ONLINE Where? Geneva, Switzerland & Sofia, Bulgaria Who? • Reputation Advisers • Social Media Marketеrs • Creative Services • SEO Professionals • Content Creators • Submission Experts • Online Monitoring Specialists • Web Analysts What? Online Reputation Management Services 3 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

4. BEYOOONLINE.COM 2. What is Online Reputation Management (ORM)? Definition: Online Reputation Management (ORM) is the process of identifying what other people are saying or feeling about you or your business; and taking steps to ensure that the general consensus is in line with your goals. Business Dictionary 4 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

5. BEYOOONLINE.COM 3. Example of Bad Reputation Management – Applebee’s case US Restaurant Applebee’s commits “social media suicide” Last month the restaurant fired one of its waitresses after posting the receipt she received from a pastor on which was written her excuse for failing to tip on Facebook: "I give God 10%, why do you get 18?“ Applebee's claimed that the waitress violated the privacy of a customer and violated one of the terms of her contract. Naturally, social media users did not take kindly to this and many an hour was spent criticizing the company, posting comments on its Facebook page and raging about it on Twitter. One lawyer even offered to represent the waitress pro bono for wrongful dismissal. Had Applebee's been wise and kept its mouth shut that's where this may have ended. Well, probably not, but they might have escaped with their reputation not entirely in ruins. www.news.com.au 5 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

6. BEYOOONLINE.COM 4. Example of Bad Reputation Management – Amy’s Baking Company case Amy’s Baking Company PR Scandal In August 2010 Arizona’s restaurant Amy’s Baking Companybegan receiving poor reviews on Yelp,which became the focal point of a local news story (shown below) about the restaurant and its online notoriety. That same month, owner Amy Bouzaglo responded to the backlashes on the Yelp page, calling an unhappy reviewer names including “loser” and “moron” under the guise of a five-star review. Two years later, in May 2013 the scandal escalated after the famous chef Gordon Ramsey walked out of the restaurant, refusing to continue helping a client for the first time in the show’s history. Amy’s Baking Company made the situation even worse, when they published on the official Facebook page of Amy’s Baking Company an insulting post, calling the people that are giving negative reviews on Yelp “stupid”. Another interesting news is that the owner’s husband – Mr. Bouzaglo has emigration problems and might be deported from the US. There is also information about criminal record of Mr. Bouzaglo, dealing with drugs distribution, threats and extortion. 6 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

7. BEYOOONLINE.COM 5. Example of Bad Reputation Management – Social Media Slurs Restaurant Manager Hurls Slurs at Bad Tippers Online Pan-Asian restaurant Padi in Hockessin, Delaware has found itself in the middle of social media nightmare having insulted customers on its Facebook page, Delaware Online reports. A manager named Aaron Kwan has been accused of using the restaurant's Facebook page and his own Instagram to berate poor tippers using racial slurs, profanity, and hashtags like "#cheap #jew." Some of the posts included pictures of receipts and offending patrons. Kwan maintains that though he had managed those accounts, waiters were more likely the culprit. 7 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

8. BEYOOONLINE.COM 6. The Importance of ORM Why is important to take care of your restaurant over the web? By showing your restaurant in its best light, you create: 1. Trust– if you manage to create trust in your potential customers – tourists or simply people who enjoy eating out, you will build up a reputation that will bring your business on another, higher level. 2. Credibility – being a well-known name in that business is not an easy task. But once you manage to stand out, providing your customers with the best services, your customers will help you build the desired image online. 3. Protecting your good name – the restaurant business is an active field where there are hundreds new players every day. You need to play hard if you want to be among the top names. 4. Expectations – When you order a dish of nice food, what do you do? You expect to be the best dish you have tasted. Same applies for your customers. 8 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

9. BEYOOONLINE.COM 7. Reputational Dimensions • FunctionalDimension: • The elements that the Functional dimension is focused on are: • Quality of services • Type of services • Social Dimension: • Looking at the Social Dimension, we see: • Reliability • Business Opportunities • Growth • Emotional Dimension: • This dimension focuses on • Building trust • Happy customers • Winning the clients loyalty 9 Online Reputation Management for CONSTRUCTION INDUSTRY

10. BEYOOONLINE.COM 8. Social Media & Restaurants Top 10 Mobile social actions by restaurant consumers (Super Users) # 1 Search for Restaurant Locations # 2 Search for Restaurant Reviews # 3 Search for Restaurant Menus # 4 Tweet about a Restaurant # 5 Mention about Restaurant Service Quality Fastest growth of mobile U.S. Restaurant consumers over the first 3 quarters of 2012 based on activity of use from over 38 million U.S Consumers #2 #1 #3 #4 #5 #6 10 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

11. BEYOOONLINE.COM 9. Restaurants & Mobile Apps • 86% of chain restaurants have a presence on Foursquare compared to 81% on Yelp • 72 percent of independent restaurants have a listing on Foursquare, while only 5 percent offer mobile websites • Chains and independent restaurants have more than 300 Foursquare check-ins per location • Newton, MA (Aug 1, 2012) • 100 million monthly active users • 40 million photos per day • 8500 likes per second • 1000 comments per second 11 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

12. BEYOOONLINE.COM 10. Social Media Facts & Stats • Social Media Facts & Stats: • Consumers are 71% more likely to make a purchase based on social media referrals (Hubspot) • 49% of consumers use Facebook to search for restaurants (Mashable) • 74% of consumers rely on social networks to guide purchase decisions(SproutSocial) • 78% of respondents said that companies’ social media posts impact their purchases (Forbes) • Mobile: • 40% of consumers learn about food via websites, apps and blogs • 25% photograph their food on a regular basis using Instagram • 47& of young people aged 18-32 say they tweet and tweet while they eat home or out 12 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

13. BEYOOONLINE.COM 11. ORM Services for Restaurants & Food Industry • The Active mode of online reputation management ensures that you stay alert about any mentions, posts or influences that shape people’s perception about you. • The Proactive mode is about establishing your creditable online presence in the social media and we will optimize your progress through our sophisticated tools. • A proper Reactive mode strategy requires regular publishing of positive content in order for the negative content to become invisible by being pushed in the far back corners of the search results. • The Risk Management mode is about preventing unexpected situations or events that lead to negative publicity in the digital space and can affect individual or brand reputation.  • The Crisis Management mode handles issues quickly, accurately, professionally and with care. 13 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

14. BEYOOONLINE.COM 12. EAMR Services for Restaurants & Food Industry Evaluation Analysis We can identify all gaps, errors or ineffective practices in your digital communication strategy if any. In-depth assessment of the factors impacting your image on the Internet. Monitoring Reporting A monthly review of your online reputation, including web analytics and recommendations.  Presenting of a weekly or a monthly consolidated review of your presence online.  14 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

15. BEYOOONLINE.COM 13. Search Engine Optimization (SEO) & Social Media Services for Restaurants & Food Industry • Analysis and subsequent positioning strategy • Maintaining a continuous monitoring of your online reputation in search engines • Correction of false and incorrect information • Creation of search engine optimized web presence for your practice • Setting-up of micro-blog and customization in order to communicate with your patients • Composing and publication of specialized publications, studies and press articles in relevant media. 15 Online Reputation Management FOR RESTAURANTS & FOOD INDUSTRY

16. BEYOOONLINE.COM 14. How we can help you? We can help you get a clear image of your current online reputation. We can create a business analysis model to choose the right online reputation management mode for your restaurant. We can monitor your reputation, detecting any potential threats and we can keep you posted with a series of reports. We can create successful strategies to promote your business with the help of social media and mobile applications. We can bring an extra spice in your services with our special product, called “The Edge”. We can create a website, where your customers can see the quality of your services in a higher definition. We can optimize the best results to bring in front the positive content about your reputation online. We can push back the negative content by creating new fresh and positive high quality articles about your restaurant. We can manage your marketing and social media campaigns and bring your business on a higher level. 16 Online Reputation Management for CONSTRUCTION INDUSTRY

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