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Online Reputation Management
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About Reputation.com Digital Trends & ORM Programme Introduction – about us Copyright of Reputation.com
Undisputed Online Reputation Management Industry Leader • Launched 2006 – 1st in ORM category • Operations in North America, Europe, Asia
• HQ in Silicon Valley • 500k business locations across 80+ industries
Connected With 150+ Review & Social Media Sites
Trusted by Leading brands Copyright of Reputation.com
About Reputation.com Digital Trends & ORM Progamme Copyright of Reputation.com Copyright of Reputation.com
2005
2013 Copyright of Reputation.com The World Continues to MoveCopyright Online of Reputation.com
INTERNET USERS GLOBALLY
3.5 3.2
2.7
2.3
1.8
1.4 Billions Of Users Of Billions 1.0 0.8 0.5 0.3 0.05 0.12 95 97 99 01 03 05 07 09 11 13 15 16
Source: World Bank 2016
Migration From Traditional Media Continues to Accelerate Internet Accessed Primarily viaCopyright Mobile of Reputation.com
DAILY TIME SPENT CONSUMING DIGITAL MEDIA - UK Desktop Mobile
3.0 2.57 2.18 2.4 1.22 1.54 0.53 Hours Per Day Hours 2.22 2.02 2.07 2.11 2.15 2.18 2.2
12 13 14 15 16 17 18
Source: eMarketer 2016
Consumers Aggressively Shifting Usage to Mobile Devices Online Reputation ManagementCopyright Programme of Reputation.com
Reviews Surveys Business Social Operational Enterprise Listings Media Insights Reporting
✓ Monitor ✓ Build ✓ Audit ✓ Monitor ✓ Diagnose ✓ CEO & Local ✓ Request ✓ Report ✓ Correct ✓ Publish ✓ Improve ✓ Benchmarks ✓ Respond ✓ Share ✓ Advertise ✓ Share ORM Programme – Phase 1 Copyright of Reputation.com
Phase 1 Close the Gap
Take control of your online presence and align online reputation with actual customer satisfaction
• Audit core business listings • Monitor & respond to 3rd party reviews • Take control of Social
Customer Satisfaction Digital Trends - marketing isCopyright becoming of h Reputation.comyper local
A Single Brand
With Thousands 2,000+ of Locations Coffee Shops
Each Location Has a Reputation on 20+ Sites Over 40,000 Resulting in… Points of Presence to Manage
Marketing Moving to Thousands of Points of Presence … Requiring Technology ORM Programme – Audit your Copyrightlistings and ofmanage Reputation.com reviews Audit core business listings Copyright of Reputation.com
…Across Every Review Site
…Every Location Leading Coffee Group Reviews by SourceCopyright – Past of 12 Reputation.com months
Is now the leading review platform for restaurants Respond to Reviews Copyright of Reputation.com
This is a very familiar trend across the sector Have a review response strategyCopyright of Reputation.com
Respond Across All Review Sites
Your opinion matters
Simple thank you
Simple thank you 2
Review Response Templates ORM Programme – Phase 2 Copyright of Reputation.com
Phase 1 Phase 2 Close the Gap Raise the Bar
Align online reputation with actual Improve by uncovering and addressing customer satisfaction emerging or recurring customer issues
• Audit and core business • Correct core business listings listings • Proactively ask for reviews • Monitor & respond to 3rd party • Survey customers early & often reviews • Gain insights to improve • Take control of Social • Respond to feedback with care
Customer Satisfaction Google Control iOS and AndroidCopyright Search of Reputation.com
Google Paying Apple $3 Billion to be the Default iOS Search Engine ORM Programme – Audit your Copyrightlistings and ofmanage Reputation.com reviews
You want to be in the top 3 Influencing reputation factors: • Accuracy of your data • Review star average • Review volume • Review recentness • Responding to reviews Digital Trends: Google LensCopyright of Reputation.com Digital Trends – Social Copyright of Reputation.com
1.7B 1B 1B 500M Each Month Each Month Each Month Each Month All owned by Facebook Digital Trends - On-ramp: SocialCopyright of Reputation.com Correct core business listingsCopyright of Reputation.com
Fix Errors in Business Listings to Rank Update Meta Higher Descriptions to Improve Visibility Proactively request review feedbackCopyright of Reputation.com
Email SMS Templates Templates Survey customers to gain deeperCopyright insights of Reputation.com Analyse all feedback to operationallyCopyright improve of Reputation.com
Look for themes and keyword trends in customer feedback
Analyse performance across key operational categories ORM Programme Copyright of Reputation.com
Phase 1 Phase 2 Phase 3 Close the Gap Raise the Bar Boost Revenue Empower each location to protect their Align online reputation with actual Improve by uncovering and addressing reputation, beat local competitors, and grow customer satisfaction emerging or recurring customer issues customer loyalty
• Monitor & respond to 3rd party • Survey customers early & often reviews • Respond to feedback with care • Audit and core business • Gain insights to improve listings • Take control of Social
• Drive improvements from your locations Customer Satisfaction • Grow advocacy and promote stories • Monitor competitors & build loyalty Drive improvements from yourCopyright locations of Reputation.com
▪ Compare locations
▪ Identify performers and laggards by category
▪ Take learnings from the best locations Drive improvements from yourCopyright locations of Reputation.com
Don’t complicate things with to many metrics Reviews: Share Copyright of Reputation.com
Share Your Reputation on Your Site Surveys: Share Copyright of Reputation.com
Show Survey Results on Your Site, this is also great fresh unique content to boost your local SEO Competitor Brand MonitoringCopyright of Reputation.com
McDonalds Burger King KFC ▪ Compare against brands nationally ▪ Compare regions ▪ Monitor: review volume, Subway Five Guys Nandos star rating & Reputation Score Monitor competitors Copyright of Reputation.com
▪ Compare local competitors performance Reputation Drives Revenue Copyright of Reputation.com
Reputation stands between marketing spend and new customers £
Revenue Ratings
Marketing Spend Copyright of Reputation.com
Reputation.com [email protected] 0800 066 4781 www.reputation.com