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Reputation Management - How To Protect You & Your Brand's Reputation

We are all consumers who use the Internet as a resource when buying products or services. A positive brand reputation can influence a consumer’s decision to buy a product or service.  Just think about it for a quick second.  When did you last do this?  I bet it was just a few minutes or an hour ago.  Now virtually every business’s brand image starts online.


Your online reputation is largely dependent on social media and online review sites. Studies have shown that consumers need to read an average of 10 online reviews before they feel they can trust a local business. That’s an awful lot of research and studies have shown that businesses risk losing up to 22% of their customers when users find just one negative article about the company.


Given the situation a brand’s reputation online makes such an impression on someone’s decision to purchase, it’s critical you regularly monitor your reputation online.


However, monitoring and influencing your reputation can feel like a daunting task, particularly when so much of it — including online reviews — is out of your control. Fortunately, we have a lot of experience in this area to ensure you’re company is protected.

Reputation Management Services - What Is That?

We start by using reputation management software to establish a baseline of your company’s online reputation. Once we have this baseline, we start to search for outdated logos, mission statements, and company descriptions to get them updated.  


At some point, your company is going to experience some negative comments and that’s OK. It’s what you do once you received them that counts. Responding to negative reviews will help you maintain trust and loyalty among your customers. Additionally, it could actually help you grow your business — 45 percent of consumers say that they’re more likely to visit a business if it responds to negative reviews.


We respond to a negative review by providing ctionable, helpful solutions whenever possible. No reason to get defensive or making excuses — at best, we tell your customers sorry they were disappointed in the service provided and make sure that we find a fix to the issue or make them feel satisfied.  We have seen in our years of reputation management that we can turn around an unhappy customer to an advocate with just a little effort.

The Benefits Of A Great Online Reputation

There is no denying that stakes are high on delivering an exceptional experience to your customers. 80% of customers say they have stopped doing business with a company because of a poor customer experience. If a customer has a bad experience, technology allows them to amplify this information and it spreads like wildfire. At the same time, if a customer has a great experience and your online reputation is solid you can expect to win more business even if you are charging more for your product or services.

Online Reputation Tools To DIY

It’s not in our nature to tell the average business owner to do things DIY.  It is how we all got to where we are today.  Here are some tools you could use to help monitor and reply to your customers and track your reputation.  We will be here if you need to take this to the next level.

Yext Reviews

The key to a good online reputation is the consistency of information.  We know if there is inconsistency it can negatively affect your local SEO, it’s critical you ensure your business’s information is listed consistently across each site. Yext lets you fix any inconsistent business information in one place.


Additionally, the software enables you to manage your social media accounts and respond to authentic customer reviews, ensuring you have a good grasp of your brand’s true online reputation. Yext is ideal for small-to-medium-sized businesses as well as major enterprise companies


Cost is around $199/year


If you have a business that generates 100’s of reviews ReviewTrackers can be a very solid option as it collects online reviews from over 100 third-party review sites, including Google, TripAdvisor, and Facebook. You are also notified whenever a customer leaves a review, ensuring you’re up-to-speed on customer feedback. It also allows you to track trends topics to show you the bigger picture regarding customer issues and provides competitor tracking and performance analytics.


Considered a more “enterprise” tool, pricing will be dependant on the amount of reviews you need to monitor.


Doing this type of monitoring can be a full-time job. More than likely, the idea of managing your reputation on different sites ranging from Facebook to Google to Yelp is a stressful and overwhelming one.  Podium allows you to see all customer interactions and online reviews in a single dashboard. You can use Podium to request reviews, respond to reviews in real-time, and even send text messages to potential customers.


Again, another “enterprise” tool that pricing depends on the number of reviews and monitoring you need.

How Is Your Online Reputation?

We are here to help with providing reputation management services. We can provide a free look into what your companies' online reputation is currently. From there, we can talk more about a custom solution for you.