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Reputation Management Strategy

It’s safe to assume that everyone who contemplates doing business with your company will be looking at your reviews.  If you don’t have reviews, they’ll facebook stalk you. Polls consistently report that people always, or often look at reviews to inform purchasing decisions. On top of that, those polled also report that they generally trust online reviews as much as personal recommendations.

So, Reputation Management is a good idea. Even if you are a small company who does amazing work for your customers day in and day out, one negative review can drop your overall online reputation rating. Combine that with the fact that negative reviews are almost impossible to remove, it is crucial to stay ahead of the game by consistently requesting reviews from happy customers.  

The process is simple.  Your company needs to be on board with the task of identifying happy customers.  Once a happy Jane or Joe is identified, simply mark them in your CRM or make a note with their Name, Email and Phone.  It is important to note that happy doesn’t mean super bonked out thrilled…just happy.

Reputation Management Action Plan

Objectives:

  • Increase the amount of positive customer reviews for each of your business locations.  Specific review platforms include Google, Facebook, BBB and Third Party industry related directories.
  • Identify and remove any negative reviews that go against platform specific user agreements.

Strategy

1. Identify Happy Customers:  This part is easy. Whenever a customer smiles and says thank you, this is your opportunity to send a review request. Simply note the customer in your CRM, or jot down their Name, Email and Phone.

2. Ask Directly. Once you have identified a happy customer, simply ask if they would be willing to share their experience by leaving an online review. If you are not sure how to ask, try something like this:

“That’s great, I’m glad you appreciate our work.  We would love it if you could share your experience by leaving a positive review for us online; I would be happy to show you how.”

3. Send Email and SMS Review Request:  There are 5 places customers should leave a review online; they are listed below in order of importance:

  • Google
  • Yelp
  • Facebook
  • The Better Business Bureau
  • Third Party Industry Related Directories

Sample SMS and Email Requests

4. Reply to Customer Feedback:     A huge factor in your reputation management strategy will be interacting with customers publicly online. This shows a willingness to apologize and put the customer first. We will construct responses and send those to your team for review before posting.

5. Remove Negative Reviews: Review platforms have pretty detailed rules   about what can be said by reviewers. When those rules are broken, we are able to get them removed by referencing their user agreement.   

Measuring Progress:

Using specific software, we can customize both SMS and Email review requests that link to any of the above review platforms.

Sample Reports

In addition, we will provide you weekly reports on review acquisition.  Frequent reporting helps us to better adjust our messaging and request frequency in order to optimize for better results:

Your reputation is vital in thriving economies like Colorado Springs. The competition is stacking up every day with new businesses opening and expanding across the city. Acquiring positive reviews on a regular basis will ultimately help you rank higher in Google Maps as your review rating in Google is a direct ranking factor. Take a step above your competitors and put a solid reputation management strategy into place.


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