Your reputation is Important
To build a strong brand, you need a solid reputation.
In fact, as a marketer, your reputation is your most important asset. You need to control every aspect of it.
You can’t afford to let your judgment or vigilance lapse. That’s where we come in. We work closely with you to establish a protocol for your overall brand management which includes your reputation.
When it comes to the buying decision, reviews are only second to price. A lot goes into a review however. Not only do you have to be worthy of a 5 start review, but you have to convince someone to actually leave the review. You can celebrate if that review is positive, but sometimes it isn’t. We see a negative review as an opportunity because 95% of people will return after a poor customer experience if their review is addressed quickly and efficiently.
You may only want to address the reviews in the two primary locations, Facebook and Google, however your clients are using far more. That’s why we invite them to leave positive reviews where they want to: Google, Facebook, Bing, Houzz, Yelp, the list goes on.
Control the conversation.
As much as no one wants to discuss it, online reviews have made it easier to highjack brands. With reputation management, we monitor your reputation across all platforms. More importantly, because we invite reviews through our software solution, then any reviews that don’t meet the threshold are flagged for your approval and response. We protect your brand from slander, libel comments, and blackmail.
Keep the momentum.
With almost half of consumers expecting your reviews to be less than a month old, you need a consistent stream of reviews. We continue to solicit for positive reviews to keep them up-to-date and relevant as well as to compensate for a outlier review that isn’t perfect.
How does Reputation management work?
With your dedicated Reputation Manager, you don’t have to worry about the mechanics of soliciting and monitoring your reviews. We take care of everything on the backend, only bringing the important reviews to your attention. That’s not to say you don’t get to see what people are saying. We have a dashboard for you to log into and view anything any of your clients have said about you and your services.
Review Grader Report
The first thing we start with is a review of your reviews. This free review grader report looks at your reviews on all platforms. You get a report of frequency, response consistency, and quality so you can then make informed decisions on where you need help.
Early in the process we will need access to your review sites so we can respond to reviews. If you do not have a full profile on certain sites that are important to your industry, we will establish a fully fleshed out profile so we can respond to all reviews appropriately.
Soliciting for reviews
Once we set up a system to capture email addresses, we begin an outreach program to communicate with your clients on your behalf. This seamless email integration comes from a designated source of your choice, whether it’s your name or someone else’s.
Email addresses can come from your invoices, or we adjust any templates you use to add a link to our landing page.
Once a client leaves a review, you can either choose to have it posted automatically (For positive reviews) or held for responses (for reviews that aren’t positive.) Your designated responder, whether it’s you or someone from our team will then determine whether the review needs to be escalated or a simple response is necessary.
You should respond to every review, whether positive or negative. For positive reviews you will get a list of responses for standardization. For negative reviews, we can establish a system of automatic responses or set up a suggestion system for you to review each one before answering.
For all reviews that are below the threshold that you choose then you can automatically solicit further responses from the client to use the situation as a learning experience. Once the situation has been resolved, we will then reach out again to invite the reviewer to update their review.
If you suspect that a review is fake, we will immediately challenge on any platform. Though this takes time, if we can prove they are not a client then platforms such as Google and Facebook will work with us to resolve the challenge.
You will have access to real-time data to determine how your progress is going. Your dashboard will give you insights into the whole process and we will also set up a meeting with your reputation manager to go through the numbers with you so we can drive our strategy for soliciting more clients to become your brand champions.
Do you want to know how you are doing?