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Secrets of success for online brand-building

Advice from the experts on using review sites to your advantage

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By Lenora Chu
January 24 2008: 11:50 AM EST

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(FORTUNE Small Business) -- Tips for managing your rep:

*Go online often. Read every review posted about your business.

*Address legitimate complaints. Fix what needs fixing.

*Thank your clients who post positive reviews. They may be your best word-of-mouth advertising.

*Respond to every negative review, either offline or in a public posting.

*Invite unhappy customers to give you a second chance. Attempt to convert them into satisfied clients.

*Contact website administrators about removing reviews that have no basis in fact.

*Sign up with an online "clipping" service like Google (GOOG, Fortune 500) Alerts that will alert you every time your business is mentioned in a new posting.

*Don't be afraid to encourage every customer to post a review.

*Register with each review website and fill out your business profile. Add links to your website, and photos if possible.  To top of page

How do you keep your reputation intact? Talk back on our forum.

Extreme Customer Service: Fortune Small Business's package of tips on damage control, innovative service ideas, and when it pays to swallow your pride.
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