Introduction to Reputation Management
Take control of your clients' online reputation effortlessly with a streamlined solution. With a single user-friendly dashboard, you can efficiently monitor and respond to online reviews while keeping track of their overall online presence and reputation. Reputation is the beating heart of a local business—managing it has a direct impact on more than one step of the customer journey.
- Understand what Reputation Management is and why it matters
- Identify where reputation fits in the customer journey
- Explain the impact of reviews on consumer decisions
- Recognize the consumer outlets where people research businesses
- Describe the three points of reputation: listings, reviews, and engagement
Managing online reputation has a direct impact on more than one step of the customer journey.
Where reputation fits
Reputation falls third in the five stages of the modern customer journey—directly before the point of conversion. After awareness and findability, consumers evaluate reputation before making a purchase decision. A strong reputation accelerates conversion; a weak one blocks it.
Why it matters
The Internet has elevated consumers to a position of power. They turn to social media, Google reviews, and other review sites to decide where to spend their money. The opinions of a few have a direct impact on the perceived value for many.
A business has a few star ratings—so what? These little stars are likely having a huge impact on the business.
Consumer power
Consumers turn to social media and online listings as they research products and services. They read reviews, compare ratings, and make informed decisions. Positive reviews help businesses rank higher during search and help potential consumers make an informed purchase decision.
Managing touchpoints
Managing all these consumer touchpoints can be overwhelming for local business owners. Reputation Management provides one simple, powerful tool to monitor, manage, and respond—all branded under your own logo.
A restaurant has 4.2 stars on Google with 80 reviews. A competitor has 4.6 stars with 120 reviews. When a consumer searches "best Italian restaurant near me," the competitor appears first and gets the click. The first restaurant loses customers not because of food quality, but because of reputation visibility. Reputation Management helps level the playing field.
There are three simple components to a reputation that businesses need to keep a pulse on to drive sales and maintain a competitive advantage.
Listings
Listings must be accurate, consistent, and abundant. Make sure vital information is correct: name, address, and phone number. Inconsistent or wrong listings confuse consumers and hurt findability.
Reviews
Reviews should be positive, frequent, and plentiful. Positive reviews help businesses rank higher during search and help potential consumers make an informed purchase decision.
Responding and engaging
Responding and engaging in online communities and conversations help establish trust and boost overall online presence. Engagement shows the business cares—and builds credibility.
Online reputation can be managed with one simple, powerful tool: Reputation Management Standard.
What it does
Reputation Management is the solution for a client who needs to: Monitor, manage, and respond to reviews on Facebook and Google. Gain insight into online reviews using artificial intelligence. Respond to Google Q&A. Find and correct business listings on Facebook and Google. Do all of this and more—all branded under your own logo.
Key Resources
Knowledge Check
Knowledge Check
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