Convenience Store News - July 2017 - 75

5 Steps Toward Building &
Managing Your Online Reputation
1

Monitor Your Online Presence
Your customers define your brand's reputation based on their
experiences at your stations. Spend some time reading what they
are saying and looking for common themes in their reviews.

2

Solicit Feedback Regularly
You'll find that many customers are willing to leave a review for
your business if asked. Capture and enlist the voice of the
customer to deliver star ratings and reviews on factors that are
critical for hitting your business goals.

3

Respond to Customers (Especially the Unhappy Ones)
Win back a dissatisfied customer with a courteous, personal response
to a negative review. If possible, don't be afraid to go the extra mile
and offer a special incentive to get them back into your store.

4

Take Action
Your job isn't done when you respond to customers online.
Deliver on your promises to clean the dirty restroom, retrain the
cashier or fix the broken fuel pump.

5

Build Your Brand Around Good Reviews
Are you consistently finding that your ratings and reviews reflect
exceptional customer service? Use these positive reviews to inform
your marketing strategies, and let those who aren't in the know
about your station or store experience what they are missing.



Table of Contents for the Digital Edition of Convenience Store News - July 2017

Contents
Convenience Store News - July 2017 - Intro
Convenience Store News - July 2017 - Cover1
Convenience Store News - July 2017 - Cover2
Convenience Store News - July 2017 - 3
Convenience Store News - July 2017 - 4
Convenience Store News - July 2017 - 5
Convenience Store News - July 2017 - Contents
Convenience Store News - July 2017 - 7
Convenience Store News - July 2017 - 8
Convenience Store News - July 2017 - 9
Convenience Store News - July 2017 - 10
Convenience Store News - July 2017 - 11
Convenience Store News - July 2017 - 12
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Convenience Store News - July 2017 - 15
Convenience Store News - July 2017 - 16
Convenience Store News - July 2017 - 17
Convenience Store News - July 2017 - 18
Convenience Store News - July 2017 - N1
Convenience Store News - July 2017 - N2
Convenience Store News - July 2017 - 19
Convenience Store News - July 2017 - 20
Convenience Store News - July 2017 - 21
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Convenience Store News - July 2017 - Cover3
Convenience Store News - July 2017 - Cover4
Convenience Store News - July 2017 - U1
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