Reputation Management explained in 2 minutes:
Our digital growth guide to scaling your business fast.
Take the headache out of getting customer feedback and online reviews with a 100% automated solution. Customers get a friendly email or SMS with an easy to complete feedback request.
We filter anything less than a rave review into a private customer feedback funnel to make your business stronger. Customers with positive feedback get asked to leave you a public review.
Bury any negative reviews with a steady stream of positive reviews every month. Great online word of mouth increases trust, converts more visitors into leads, and gets your business ranking higher.
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We understand your business growth drivers using our Growth Model and set and measure the KPIs that really matter. We are aiming to drive more revenue for your business, while reducing churn.
Unique positive-negative gateway prevents bad reviews going online while flooding your profiles with positive word of mouth.
Reputation monitored across the web so that you are notified instantly when new reviews are left about your business (don’t let bad reviews hurt your business).
Automated system makes it easy to follow up with customers and ask for feedback. Works on ALL devices, over email and/or SMS.
We set quarterly objectives and KPIs for your online reputation, based on the strength or weaknesses of your competitors.
We are a best practice agency. We are a Google Partner agency, a Digital Marketer Partner agency and we are Google Analytics certified. We draw on industry and enterprise best practices and implement them into your business.
Experience running successful campaigns in over 30 industries with hundreds of thousands of dollars in Ad Spend. Over 20 years professional digital marketing experience at a director level. We know what works.
We only use white-hat techniques that will be good for your business long term. We only use and recommend techniques that we are employing in our business.
We incorporate Reputation Management in conjunction with a cross-channel approach. We often match Reputation Management with SEO and Website Design, to make the most of our positive word of mouth.
We have a cross discipline team of digital strategists, SEO nerds, conversion specialists, copywriters, and analytics experts who will all be working on your account.
We implement a tracking and analytics system to understand the performance of your campaigns. We set meaningful KPIs which are tracked and reported to monthly.
We value transparency. Our experts regularly report to you on the actions being taken on your account. You will never be left guessing what’s being done on your account.
We offer a free Online Reputation audit against industry best practices to new clients - this will identify areas for improvement and quick wins. Ask us for an audit today!
“Sometimes have to remind myself that these guys are not our own internal marketing team, it's that seamless.”
Our client now enjoys position #1 ranking (the top 2 are Ad placements, 1 of which is our clients) in Google Maps for the market’s #1 competitive keyword.
In months our Reputation Management Solution has allowed our client to quickly build over 160 positive reviews online:
60 reviews of Google with an average review score of 4.9
73 reviews on Facebook with an average review score of 4.8
Which business do you think our client’s prospects will choose? Our client with 160+ ecstatic customer reviews, or their competitor with 2 reviews and a rating of 3/5 stars?
Every month they recieve free traffic from Google while competitors pay over $10 per click for many of these keywords
This is what we call our Feedback Gateway.
It gives users the ability to quickly select the type of experience they had:
Clicking the ‘I had a bad experience’ takes users to a private feedback page which asks for feedback about how we can better improve the service in the future.
Clicking the ‘I had a good experience’ takes users to a page which asks users to leave the client a public review on Facebook or Google.
Best of all? The process is 100% automated!
Set your reputation management objectives
Here’s where we review your competition and set some meaningful objectives. What is the state of your competitors reviews / reputation? What will it take to outperform them? We set objectives and KPIs for the reputation management program.
Audit the web for existing reviews
There’s nothing worse for your business than damaging negative reviews. Here’s why online reviews are so important:
90% of consumers read online reviews before visiting a business (2016)
Online reviews have been shown to impact 67.7% of purchasing decisions (2015)
84% of people trust online reviews as much as a personal recommendation (2016)
We search online to find reviews which need a response, and we identify the channels where we need to focus our attention.
Respond to negative reviews
We give your team scripts for how to professionally defuse negative reviews. You MUST respond to show that you care. Once you have responded, we go about burying any negative word of mouth with positive reviews.
Ask your customers to give you feedback
Our team of SEO nerds then run through your audit and fix all of the issues we found. This is a one-off stage that works with what you already have.
Automate the customer feedback process
Here we build the campaigns out which will automate the process of capturing private feedback, and public positive praise. Our system invites your customers via email or SMS, and you have 100% control over who gets invited.
Thank everyone that leaves a response
It’s best practice to thank everyone, even the people that leave you great feedback. It’s highly likely your competition won’t be doing this, so it can really set you apart by showing that you care.
Monitor the web for new reviews
Don’t let a couple of sour reviews destroy your business (they can, if left unchecked). Our review monitoring service alerts your team as soon as a customer leaves you a public review.
Quarterly KPI review
Each 90 days we schedule a review with our team and your team. Here we assess how the strategies are delivering against the objectives we set in the first step.
Continual improvement
Like any other digital channel, the landscape changes quickly which competitors constantly adjusting their approach. We review regularly and change our approach and strategy depending on what is needed to put your business in a winning position.
An optimised online reputation is the absolute foundation of any digital strategy. Regular positive reviews will get your business ranking higher in Google and your phone ringing more often.
Research shows consumers on the fence about your business will believe unbiased third-party reviews over your best salesman. So if you have no reviews (or worse, negative reviews), you could be turning potential customers away before they contact you.
Online Reputation Management impacts the Drive More Leads stage of your customer acquisition funnel:
Digital Strategy
Sales Funnel Design
Analytics & Reporting
Facebook Advertising
Google Adwords Advertising
Social Media Management
Search Engine Optimisation
Local Search
Web Design & Development
Conversion Landing Pages
Conversion Rate Optimisation
Content Marketing
Lead Magnets
Reputation Management
CRM & Marketing Automation
Email Marketing
Sales Copywriting
Q. Do you support multiple Locations?
A. Yes, we can handle as many locations as you need.
Q. Can I customise the email templates and follow up sequence?
A. Yes, all email templates can be customised to your business communication style.
Q. Do reviews really make a difference?
A. A Harvard study on restaurants showed that a difference of 1 star can translate to 9% in sales. So, yes!
Q. Does it work for all review sites as well as Google and Facebook?
A. Yes, you can add in any review site you’d like to direct your customers to.
Q. I already have a number of bad reviews online, can you help me deal with these?
A. We can provide guidance and templates on how to respond. Then switch focus to generating many more good reviews so and bad reviews become virtually insignificant.
Q. Do customers need to login before they can leave a Review on Google My Business (Google Maps)
A. If a customer is on an Android phone and already logged into their gmail or Google account then they can leave a review without logging in. Otherwise they will need to login to their Google Account first.
Q. Can I see a demo?
A. Sure, get in touch and we’ll schedule one for you.
Our team are certified in Digital Marketer's methodology:
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