Online reputation management is the process of locating, monitoring and reacting to reviews and opinions posted online about your business. All it takes is one angry ex-employee, competitor or irrational customer to destroy your online reputation and revenue overnight.
- 55% of Internet users surveyed said they look at other people's reviews online - Source: Razorfish
- 83.8% of Internet users surveyed said they trust customer reviews more than expert reviews - Source: Marketing Sherpa
- 82% of Internet users surveyed said reviews impacted their purchase decision - Source: Marketing Charts
- 20% of Internet users surveyed said they were willing to pay more for services receiving an "Excellent," or 5-star, rating than for the same service receiving a "Good," or 4-star, rating – Source: comScore & The Kelsey Group
Online Reputation Management
It takes 20 years to build a reputation and five minutes to ruin it
You've worked hard building your reputation – isn't it time to start protecting it? Even if you provide spectacular customer service you're still vulnerable to attacks. That's the problem with online reviews. Customers expect your products and services to meet and exceed their needs. Only when something goes wrong do they feel they need to leave a review and tell the world about it. This can create an unbalanced perception of your company online and severely affect your sales.
We've developed an innovative strategy to capture these negative feelings before they become public. We call it Review Funneling and it's one of our most popular services. Basically, we encourage REAL customers to send negative reviews to your e-mail inbox and positive reviews to public review websites. This allows you to address negative reviews before they're posted publicly on sites such as ripoffreport.com and Yelp.com forever.
How our Online Reputation Management Service Works
- In-store post cards
- QR code/Mobile webpage
- Website banner
Step 3. Customers who had a good experience will be directed to public review websites.
Step 4. Customers who had a bad experience will be directed to a private feedback form that gets sent to your e-mail inbox.
Step 5. Reviews are directed to where they're needed most.
Step 6. The funnel is continued until all public review websites obtain 5 stars.
All review funnel customers will receive exclusive access to our reputation monitoring technology. Our advanced software scans trillions of web pages every second of every day for mentions of your brand name, employee names, product names and more. The moment something is posted, whether it's on a complaint board, forum, news site, social media platform or blog, you'll receive an e-mail update same-day letting you know about it.
Our review funnel strategy is great for hiding or 'burying' negative reviews, but it can't actually delete them. To delete a negative review you'll usually need to prove the review is false. Obtaining this proof often requires a lawyer and a few drawn out legal battles though. Even with a lawyer the removal still isn't guaranteed. Luckily, our Review Management service can help for a fraction of the price.
Step 1: Research
Our Reputation Management Specialists will begin by locating review websites such as Yelp and Insider Pages that contain reviews about your company. Next, they'll analyze these reviews and work with you to identify the strengths and weakness in your online reputation. Before moving on to step 2, they'll review your company's mission statement and public relations policies to ensure an integrated brand image across the Internet.
Step 2: Respond
When you're ready, we'll help you develop a customized response to each negative review. The goal is to satisfy the customer's complaint so thoroughly that he/she will want to revisit the review website and delete or rewrite his/her review.
Step 3: Revisit
Once all negative reviews have been addressed, we'll revisit the review websites in a few weeks and look for changes. If several negative reviews remain, we'll develop a more proactive strategy to get them taken care of.
Even if you don't have any negative reviews, our services can help build your company's credibility and authority online. Not only will your sales increase by an estimated 22% per year, but your SEO campaigns will improve as well. Remember, just one positive review can persuade a customer to purchase your product or service. How many do you have?