REPUTATION MANAGEMENT

It’s all about building trust and relationships.

Your reputation matters most

People buy from people they trust. Star ratings are everything.

“It takes 20 years to build a reputation and five minutes to ruin it.” – Warren Buffett

The Trust Factor

Word-of-mouth and reputation are key determinants of long-term business success. Customers research on-line well before becoming a potential lead. Decisions are made before your business has the opportunity to meet face-to-face. This is called the zero-moment of truth. As the digital economy becomes increasingly transparent it is impossible for poor performing companies to hide from dissatisfied customers or disgruntled employees, making online reputation management all the more important.

In the hyper-connect digital world, it matters what people say about you and your business as comments and reviews are amplified across the world with a click of a button. A 5-star rating speaks volumes, but so does a 1-star rating. We all do this research now – we read product reviews, look at star-ratings, glance through comments. Access to this information is so easy these days. Ensure your business has its best foot forward with online reputation management.

How Important is Your Brand’s Online Reputation?

Repeated research shows that almost 90% of prospective customers read reviews before they buy and most trust these reviews as much as they do recommendations from friends. Those companies with the best online reputations will benefit greatly from it, both in terms of exposure and in customer loyalty. According to Harvard Business Review, the difference between a four-star and five-star rating on major online review websites can amount to a 9% increase in income.

STRATEGIZE & IMPLEMENT

Our Online Reputation Management Service

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Setup Service

  • Setup review management platform
  • Organize review response process
  • Agree on set of general review responses
  • Create QR code
  • Setup landing page
  • Train staff

Getting reviews

Make it simple for customers to leave reviews:

  • Mobile is key – we are already logged into our profiles on phone (FB, Google, Yelp)
  • Create QR code linking to landing page with review networks
  • Staff can hand out QR code cards, reciepts, etc
  • Send thank you emails & texts with review request
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Respond to Reviews

It is very important to respond to reviews immediately, especially negative reviews

  • WSI responds to reviews within 1 business day
  • Escalation of critical, negative reviews, and plan for reply which resolves issue
  • Auto publishing of 4- and 5-star reviews

Measurement & Analysis

The analytics capabilities of our reputation platform enables detailed assessments. Our monthly report includes:

  • Rating status & changes
  • Competitor ratings
  • Recommendations for improvements
  • Option for staff training (every 6 months)
f

Setup Service

  • Setup review management platform
  • Organize review response process
  • Agree on set of general review responses
  • Create QR code
  • Setup landing page
  • Train staff

Getting reviews

Make it simple for customers to leave reviews:

  • Mobile is key – we are already logged into our profiles on phone (FB, Google, Yelp)
  • Create QR code linking to landing page with review networks
  • Staff can hand out QR code cards, reciepts, etc
  • Send thank you emails & texts with review request
l

Respond to Reviews

It is very important to respond to reviews immediately, especially negative reviews

  • WSI responds to reviews within 1 business day
  • Escalation of critical, negative reviews, and plan for reply which resolves issue
  • Auto publishing of 4- and 5-star reviews

Measurement & Analysis

The analytics capabilities of our reputation platform enables detailed assessments. Our monthly report includes:

  • Rating status & changes
  • Competitor ratings
  • Recommendations for improvements
  • Option for staff training (every 6 months)

REPUTATION

PRICING

Features

  • Setup of reputation platform for 1 location
  • No Setup Fee
  • Implementation of review strategy and tasks
  • QR code and review landing page creation
  • Replies to reviews with strategy planning surrounding negative reviews
  • Options to email and text customers for reviews
  • Monthly reporting
6 STEPS FOR BETTER ONLINE REPUTATION MANAGEMENT

1. Be Prepared to Listen:

Business today is intensely customer-driven. Being customer focused is the most critical success factor. With a literal world of purchasing choices at their fingertips, a successful business is one which truly listens to their customers and their feedback. Your own customers are one of your best resources for identifying new business opportunities and new ways to improve your product offerings. Not everyone wants to hear it but a huge part of online reputation management is fixing any problems customers bring up and looking at your own internal team and their mistakes.

2. Target Relevant Review Websites

Discover which websites your leads are most likely to be visiting for reviews and information. For 9 out of 10 likely buyers, these online review sites are as important as word-of-mouth from people they know. Any online reputation management campaign must take the major websites (such as Google, Yelp, TripAdvisor, OpenTable, Facebook) into consideration.

3. Gather Direct Customer Feedback

Don’t rely solely on reviews written by chance. Directly engage your audience and ask for their feedback! This can take many forms, from relatively informal discussions on your Facebook community, to professionally-conducted customer satisfaction polling. Rewards for participation can help inspire communication, but keep them small. It shouldn’t seem like a bribe. Take hold of your online reputation management by instigating the review process!

4. Share Your Customer Feedback

Honest customer testimonials are one of the most effective forms of advertising.  When you get positive feedback from customers, share it via your website and social media! Also, be sure to thank your customers for taking the time to contact you. It makes them feel appreciated, and improves your reputation further.

5. Respond Appropriately

When you get honest negative feedback, respond promptly, be professional, and take responsibility.  Purchasing intent can go up over 100 percent when a lead sees a company admit to a problem and take visible steps to fix it. Conversely, trying to cover up for legitimate mistakes can be especially damaging to a company’s reputation.

6. Learn and Improve

It’s important to understand what your customers are saying and improve based on suggestions and comments. Businesses thrive when they listen and learn so don’t skimp out on making those improvements that folks tell you about.

Get In Touch

+1 707 927 5139

INFO@WSINEXTGENMARKETING.COM

1556 1st Street, Ste. 101
Napa, CA 94559