Reputation Management Services


#1 Reputation Management Services Company

Reputation management is a combination of strategies (e.g., content creation, review monitoring, social media management) to build and maintain a positive reputation or repair a negative one.

Reputation Management - content creation, review monitoring, social media management

What is Reputation Management?


Reputation management is a combination of strategies (e.g., content creation, review monitoring, social media management) to build and maintain a positive reputation or repair a negative one.

  • Content Creation: Creating positive content is one of the best ways to suppress negative search results and build an online reputation that you can control. Most reputation management agencies offer some form of content creation, including websites, articles, blog posts, wiki sites, press releases, business profiles and business listings.
  • Review Acquisition and Management: Online reputation management services can help you acquire and manage reviews on various platforms like Google, Facebook and Yelp. They reach out to your previous customers to acquire new reviews, send auto-responses and promote positive reviews. If you receive a negative review, they can respond to it on your behalf or quickly notify you to remedy the situation.
  • Social Media Management: Online reputation management companies can create social media accounts on the sites that are most relevant to your business (e.g., Facebook, Twitter, LinkedIn, Instagram, Pinterest) and then monitor and manage those accounts. This includes setting up profiles for you on all relevant social channels, deciding what and when to post on those networks, and monitoring them for negative reviews. Active social profiles are a good way to promote your brand as well as to manage negative social comments.

The Importance of Customer Reviews


Just how important are online customer reviews? According to a recent Nielsen report, 70% of online consumers now place their trust in online reviews. This dramatic increase indicates that business owners need to monitor and manage their online reviews more than ever.

  • Why are reviews so important? Because people trust each other.
  • “The time has come to embrace customer reviews. Whether you use them or not, many consumers refer to them when trying to make purchasing decisions. They see reviews as unbiased and feel like they can learn about a product or service without being pushed, manipulated or simply sold on something”. A quote from -Jim Lecinski, Google’s Managing Director of US Sales, in his book, “Winning the Zero Moment of Truth”.
  • “Your reputation is no longer in your own hands: it’s now in the hands of your customers. And if they’re not happy, there are dozens of places they can complain about you. The key is to monitor and manage what’s being said about you online, and remain transparent in your response. What not to do? Don’t argue with your customer, and don’t fake positive reviews of your business”. “Managing an Online Reputation,” by Kermit Pattison, The New York Times
The Importance of Customer Reviews - Online Reviews and Reputation Management
Review Sites and Search Engines

Review Sites and Search Engines


Review sites and search engines like Yelp, Google, Yahoo, and CitySearch are web-based services that help people find great local businesses, post their opinions and come to discover or research a product or service. It’s important to have a listing on these sites!

  • Google My Business is a service that helps consumers find your business on both Google Search and Google Maps. It’s important that you claim or add your listing to Google to ensure your business information is correct. You should also add as much as you can to distinguish your business from the rest.
  • Yelp is one of the top ratings and review sites, with more than 117 million unique visitors a month. There are over 47 million reviews on Yelp, 83% of them rating a business 3 stars or higher. Every business owner can set up a free account to post offers, display photos and message customers.
  • CitySearch is one of the oldest and best known review sites, covering 75,000 local businesses across the US. CitySearch enables business owners and managers to claim or create a listing for free. While business owners can respond to consumer reviews directly through CitySearch.com, the company provides premium features and advertising for paying customers through its parent company, City Grid Media.
  • Other important sites include YP.com, TripAdvisor, Urbanspoon, and other industry specific sites that are targeted toward your business.

Impact on Search Engines


How do Google, Yahoo, Yelp or any of the search engines, directories and review sites determine who appears at the top of the search results? Search engines and directories have developed proprietary algorithms to deliver search results for specific terms or keywords, taking into consideration multiple factors, many of which are unknown. However, a few of the known factors that haven been proven to help business owners achieve first page results include:

  • Claiming your business listing on the major search engines, online directories and review sites.
  • Optimizing your business listing, which entails completing your online profile with all pertinent business information, photos, logos and even videos on these same sites.
  • Implementing a Review Strategy to help acquire consistent, quality online reviews.
Show Up in Local Maps with Google Business Profile SEO

“My business has grown substantially since they started managing my reputation online. I am really impressed with how fast and efficient they are at getting things done! “

Claim Your Business Listings - Google, Yelp page, Next Door, City Search and your Facebook page

Claim Your Business Listings


Claiming your business listings is important because it helps you rank higher in search engine results pages.

  • It is important to note that there are many different listings that you can claim; Google, Yelp page, Next Door, City Search and your Facebook page, are among the more common ones.
  • Claiming your business listing on all review sites and directories allows you to manage those listings. Once claimed, you will be able to Optimize your listings and Respond to Reviews.
  • On Google and Yelp you will also be able to create coupons that may be attractive to potential customers.
  • Claiming your business listings ensures that your business will be found by customers who are searching for you on the internet.
  • Need help claiming your business listings? We can help!

Optimize Your Business Listings


Once you have Claimed your Business Listing, you should Optimize it. This step is crucial to providing your current and potential customers accurate information about your business as well as indicate relevant keywords for local search. The required information to “Optimize” a business listing consists of the following:

  • Accurate business name, address and phone number
  • Correct business categories
  • Complete business description (insert keywords)
  • Business hours
  • Payments accepted
  • Pictures and videosSpecific services and products (more keywords)
  • Coupons/Offers/Discounts
  • Customer Reviews (extremely important for high search engine ranking – this is where we can help you!)
Franchise SEO for Multiple Location Businesses
Implement a Review Strategy for Local Search Engine Optimization

Implement a Review Strategy


Implementing a Review Strategy means you are serious about your online presence, and recognize that customer reviews are a critical component of your success. We have seen that reviews not only influence purchasing decisions but also affect where your business shows up in local search. In implementing an effective review strategy, three factors have the greatest impact:

  • Quality/Positive Sentiment: Google measures the percentage of reviews that have positive sentiment. Google’s goal is to provide quality search results that can be trusted. Positive sentiment aligns with this aim.
  • Quantity: Your goal is to have more reviews than your competitors. Having more, especially with a steady velocity, contributes to a higher ranking. Note: a recent study conducted by Local Visibility System.com revealed that you have a 60% chance of ranking in the top 3 search results if you have the most reviews in your market. With those odds, you can clearly see how favorable reviews can impact your business for the better. Additionally, a #1 listing on Google Places has an average of 33 reviews, while 1st page listings have an average of 26 reviews!
  • Steady Velocity: It’s great to have positive reviews; it’s even better to have a steady stream of reviews, actively growing. Be sure to hand out the Review Cards on a regular basis, and also watch the amount of cards left so you don’t run out and lose momentum.

Respond to Positive Reviews


Responding to reviews is an important aspect of implementing a review strategy. Customers appreciate owner responses to their comments. Responding to reviews lets your customers know that customer service is important to you and your business.

  • A recent study by G2 Crowd found that companies that responded to positive reviews on social media had a 40% higher likelihood of getting another review.
  • Take the time to respond to a positive review. Thank the customer for their business and for the kind words. This is also a perfect time to ask a happy customer for referrals. If your product or service was particularly helpful, feel free to mention details.
  • The best way to respond is with a personal response, which means that you should not use templates or pre-written responses. This will make the reviewer feel like they are being heard and cared about.
  • Responding to reviews will help build loyalty, increase customer satisfaction, and improve your reputation on social media platforms like Yelp or Facebook.
  • Reply with SEO optimized text, include keywords important to your business.
Respond to Positive Reviews - Show Up in Local Maps with Google Business Profile SEO

Can I Be Sued Over A Yelp Review?

Respond to Negative Reviews - Launch805 Local Business Reputation Management

Respond to Negative Reviews


For any business owner, dealing with an angry customer in person or on the phone is sometimes just part of doing business. Poor customer experiences have the potential to turn into negative reviews or comments on a review site, social media page, or other website – the internet’s “domino effect.” It’s important to recognize that a complaint is an opportunity to improve. The following are a few tips on how to respond to a negative review and strengthen your overall customer service strategy.

  • Always Respond in a Timely Manner: When you respond to online customer feedback, you’re showing the customer (and the rest of the world) that you take them seriously. This shows people you care about them and the effort they took to share their thoughts.
  • Be Reasonable: Always come across as someone who is reasonable and listens to his or her customers.
  • Acknowledge Complaints and Apologize if Appropriate: Apologize to all legitimate complaints. If you feel the complaint is not valid, don’t get defensive. It is important that whether valid or not that, you assure the customer that you will take the necessary steps to resolve the issue.
  • Be Sincere about Addressing Customer Concerns: Respond to what they are complaining about. This lets them know that you actually read their feedback. If it is something you can change, let them know that. Don’t let a customer’s negative or harsh tone poison your reply. Take the high road and compose your response with the same tact and grace you would put into a live in-person conversation.
  • Consider offering a Discount or Refund: Take the conversation offline and, in some cases, offer a discount or refund to help smooth over a minor situation and leave the customer with a positive impression of your business. This method can turn grumpy customers into happy, repeat customers.
  • Use Complaints as Business Intelligence: Even if you don’t like or agree with a customer’s online complaint, what they say might be useful. Take note of it and put it into your business improvement system. There is some truth in the old adage, “The customer knows best.”
  • Let Customers Know You Have Made Changes: If you made changes based on feedback from a customer review, let them know in a posted reply, and thank them for their feedback.
  • Don’t panic over negative reviews: They can actually be a goldmine for your business. It’s all in how you handle them. Use them as an opportunity to engage with your customers and improve your business. This will almost guarantee you’ll get value from your online feedback, and you’ll find that more customers will come back again and again as a result.

Reporting and Removing Reviews


No review site allows you to delete a review yourself. However, you are given several options to deal with such reviews.

  • “Flag” a Review: You may “flag” such a review and explain to the directory or review site why it should be removed.
  • Private Message the Reviewer: This option allows you to reach out to the unhappy reviewer privately to handle the matter or ask them to remove the review.
  • Public Response: This type of response will be public and it is best to follow the protocol outlined previously for how to best respond to a negative review.
Launch805 Local Business Reputation Management
How To Generate New Reviews

How To Generate New Reviews


Not sure how to ask for a review? Without a doubt, the best way to encourage reviews is by providing great customer service, and making your customers’ experience more memorable. Aside from this good old-fashioned organic method, consider implementing the following:

  • Just Ask! Don’t be afraid to ask your customers in person while inquiring about their experience with your service or product. Let them know you appreciate the feedback and hand them a Review Card.
  • Add “review us” cards by your cash register: If you don’t feel comfortable asking in person, prominently display your review cards at the point of purchase and/or simply drop your review card in the customer’s bag or staple it to their invoice, job quote or work order.
  • Email them: Send a follow-up email or letter 1-2 days after servicing a customer asking them about their experience with your company. Include the Review Widget in your email so that your customers can quickly leave you a review.
  • Ask on your invoices: Add custom text to the bottom of each job quote or invoice asking for customer feedback.
  • Add a Testimonials Landing Page: This is a great place to include the url to your Testimonials landing page, directing your customers to leave a review online.

Reputation Management Pricing

GENERATE MORE 5 STAR REVIEWS. RESPOND TO REVIEWS. PROTECT YOUR BRAND.

88% of consumers say reviews play a role in how they discover and choose local businesses. Improve your online reputation and increase consumer confidence. Swiftly reply to online reviews. Incorporate SEO keywords into your strategy.

Starter
Reputation Management

An average business owner will consume ~20+ hours per month tackling these objectives in house.

$299/month

  • 10+ Hour Retainer
  • Facebook Reviews
  • GMB Reviews
  • Yelp Reviews
  • Next Door Reviews
  • Trip Advisor Reviews
  • Open Table Reviews
  • Dispute Inaccurate Reviews
  • SEO Keyword Replies
  • Negative Review Replies
  • Bury Negative Content
  • Social Listening Alerts
  • Improve Online Reputation.
  • Detailed Reporting

Speak with us
+1(805) 570-1385

Want to discuss?
Live Chat Now

Professional
Reputation Management

An average business owner will consume ~40+ hours per month tackling these objectives in house.

$399/month

  • 20+ Hour Retainer
  • Facebook Reviews
  • GMB Reviews
  • Yelp Reviews
  • Next Door Reviews
  • Trip Advisor Reviews
  • Open Table Reviews
  • Dispute Inaccurate Reviews
  • SEO Keyword Replies
  • Negative Review Replies
  • Bury Negative Content
  • Social Listening Alerts
  • Improve Online Reputation.
  • Detailed Reporting

Speak with us
+1(805) 570-1385

Want to discuss?
Live Chat Now

Growth
Reputation Management

An average business owner will consume ~60+ hours per month tackling these objectives in house.

$499/month

  • 30+ Hour Retainer
  • Facebook Reviews
  • GMB Reviews
  • Yelp Reviews
  • Next Door Reviews
  • Trip Advisor Reviews
  • Open Table Reviews
  • Dispute Inaccurate Reviews
  • SEO Keyword Replies
  • Negative Review Replies
  • Bury Negative Content
  • Social Listening Alerts
  • Improve Online Reputation.
  • Detailed Reporting

Speak with us
+1(805) 570-1385

Want to discuss?
Live Chat Now

Reputation Management FAQ’s


Reputation management companies provide a variety of services for businesses and individuals, including SEO, content development, social media creation and monitoring, review acquisition and management, and third-party website monitoring. To choose a reputation management company, determine what you want the service to accomplish, set a monthly budget and anticipated timeframe, and list any additional features or strategies you want. Once you list everything you want an online reputation management company to accomplish for you, seek out trustworthy companies that specialize in those areas.

Online reputation management involves creating the best possible online image for your brand. These services work to ensure that positive news and reviews are the first things customers (and potential leads) see when they search for your business online.

For businesses that have negative information about them online, these services deploy various strategies to push undesirable stories and reviews off the first few pages of search results.

For businesses with a positive online image, online reputation management services monitor the web to ensure the reputation stays positive and that the business can respond immediately when anything negative pops up. Online reputation management can also manage your online reviews to ensure they are positive. Some companies conduct a crisis response to any major incidents that could hurt your brand image.

More than ever, consumers rely on the internet to determine where they shop, what they buy, where they eat and where they spend their money in general. They conduct research online and read reviews from other consumers to determine the best businesses to use. Knowing the high premium today’s shoppers place on what they see online, businesses must keep a positive online image. A few bad reviews or negative online articles can do some serious damage.

Monitoring your online reputation, especially customer reviews, is more important than ever. According to recent surveys, 70% of consumers check multiple review sites when considering buying from a local business. (The average consumer reads 10 reviews before they feel they can trust a business.) Nearly half of consumers surveyed said they would not use a business that has less than four stars on review sites.

You want customers to judge your business for themselves. However, if they see some bad reviews online, there is a good chance they’ll turn to a competitor that has a better online image. You may never get the opportunity to prove those bad reviews wrong, because shoppers won’t give you a chance. As a small business owner, you must actively monitor your company’s online reputation to ensure you are meeting the needs of your customers.

There is no set time for how long it takes to see results from online reputation management services; it depends on the state of your brand’s image when you start and the strategies your hired service uses. Some businesses may see results within the first month or two, while others may not see substantial improvements for six months to a year. Remember that these services don’t offer a quick fix; they employ strategies that take time to pay off. Patient businesses usually reap the rewards of online reputation management services.

An online reputation manager works with you to create a strategy that will best improve or maintain your brand image. They discuss your current reputation and goals with you, and then they create a custom plan that works within your budget and anticipated timeframe. Once you agree on the analysis and campaign plan, the reputation manager works closely with you to implement their strategies and enhance your reputation.

Your dedicated reputation manager that the company assigns to you should be a point of contact you have an ongoing relationship with. These managers often provide periodic reports and analytics on your reputation’s and campaign’s status, but you can also reach out to them with any questions about your reputation.

Reputation management is a combination of multiple strategies that can be used to maintain or improve your reputation, like content creation, social media management and online monitoring. Review management is one specific part of reputation management.

Customer reviews play a major role in a brand’s online reputation, so some companies focus specifically on acquiring and managing reviews as their reputation management strategy. Other companies only use review management as one part of their overall reputation management strategy. Determine whether you simply want help managing reviews or want help with your entire online presence before choosing a provider.

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