Reputation and Review Management

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Is your business missing out on valuable reviews because you don’t have time?

We can help!

Reputation Management, and the collection and management of the reviews that go along with it, can take a lot of time and effort. Time and effort most small business owners don’t have.

However, like it or not, review management has become an important element in online marketing for local businesses – not something you should ignore or leave to chance.

Not only do customers have the power to “recommend” your business to other consumers, but they now also play a big role in whether or not your business appears on Google Maps.

 

“76% of consumers trust online reviews as much as personal recommendations.”

 

Did you know that:

  • 82% of consumers read online reviews for local businesses.
  • 84% believe that reviews older than 3 months aren’t relevant, in fact, 61% of 18-34 year old consumers are only concerned with reviews from the past 2 weeks.
  • Only 53% of review readers would even consider using a business with less than a 4-star rating.
  • 76% of searchers trust online reviews as much as recommendations from family and friends.

How many consumers read online reviews for local businesses

Local Consumer Review Survey, 2019 – BrightLocal

Consumers are Willing to Provide Reviews

While 66% of consumers have written an online review for a local business, 85% of consumers surveyed noted that they are willing to leave a review.

Despite the common perception that most people only leave a review when they want to complain, 60% have written reviews for positive experiences, while only 25% have left a negative review.

Make Responding to Reviews a Priority

Collecting reviews is only part of the process, you also need to prioritize responding to reviews, especially the negative ones (and there will be negative reviews).

It is your opportunity to address your side of the issue and to demonstrate your customer service. Respond quickly, politely and helpfully – then take it offline if possible.

  • 97% of those that read reviews, also read a business’s response to those reviews.
  • 71% of consumers say they are more likely to use a business that responds to its reviews.

Online Reviews Affect Search Engine Optimization (SEO) and Click-Through Rates (CTRs)

The total number, overall quality, and recency of online reviews are all strong ranking signals for search engines in determining which businesses to display in the local map pack – Google Maps.

In addition, the stars and reviews act as recommendations for your business and lead to higher levels of engagement (clicks) when you are found on the search engines. Learn more about our SEO services.

Impact of Reviews on SEO

Our Centralized Customer Experience & Review Management Service

Being a small business owner requires wearing many hats, each with a long list of ‘to-dos’, or at least ‘should-dos’. For many businesses, review management is one of those things that is on that list but often never makes it to the top. I get it, I’m a small business owner too.

We offer you a “done for you” Customer Experience and Review Management service. Our service includes:

  •  Sending proactive, branded requests for feedback to your customers through email or SMS.
  • Automated follow-up reminders for customer/client reviews sent out over following days on a custom schedule.
  • Access to our Kiosk app so that you can collect reviews at your place of business.

Kiosk app for collecting reviews at your business

  • Requesting reviews on more than 100 different platforms.
  • Allowing clients to complete their reviews through textback.
  • Providing branded opportunities for visitors to leave reviews on your website.
  • Monitoring over 50 review sites, including Twitter, for reviews of your business, and notify you when there is a negative review that should be addressed.
  • Providing a dashboard where you can monitor reviews.

review monitoring dashboard

  • Setting up our Review Widget allowing you to display your reviews on your website – put them all on one page, or split them up by services/products and put related reviews on those specific pages.

Review Management

  • Use the branded Review widget to take visitors to your review page

Review Widget for Reputation Management Services

  • Setting up the Pop-Up widget so reviews are displayed on a visitor’s screen no matter what page they are on. The pop-up rotates through reviews on the bottom of a visitor’s screen.

Review pop-up

  • Improving SEO through collecting more reviews, helping you to respond more quickly to negative reviews, and by adding keyword-rich reviews to your website.
  • Reviews can be shared to Facebook and Twitter, and through Buffer.

Share your reviews on social media

  • Communicate with you through daily email summary of reviews, monthly reports, and timely notification of negative reviews. Of course, you can always sign in to your dashboard as well.

We can set this service up for multiple locations if you have more than one store or office.

All you have to do is to provide your customer/client information to us and respond to negative reviews when notified (unless you prefer we do that for you) – we’ll do the rest!

Pricing

All packages include the same features:

  • dashboard
  • Access to over 100 review sites
  • Automated monitoring of 50+ review sites
  • Automated follow-up reminders sent to clients/customers
  • review display widget for website
  • pop-up display widget for website
  • Kiosk app
  • Weekly Reports

The difference is in who is managing the work: in the graphic below, red type indicates the work you would be responsible for.

There is not an annual contract. We require a 3-month contract up-front, after that, you move to a month-to-month contract.