Reputation management is the process of shaping and controlling the public perception of an individual, brand, or organization. It involves actively monitoring, influencing, and managing online and offline conversations about you or your business.

Think of it as a proactive approach to managing your online and offline presence to ensure that your brand or image is portrayed positively and accurately.

Here’s a breakdown of what reputation management entails:

• Monitoring: Continuously tracking what’s being said about you or your business across various online platforms (social media, review sites, news articles, forums) and offline channels.
• Analysis: Assessing the sentiment of the conversations – are they positive, negative, or neutral? Identifying potential threats to your reputation and opportunities for improvement.
• Strategy Development: Creating a plan to address negative feedback, leverage positive mentions, and build a stronger online presence.
• Response & Engagement: Responding to comments, reviews, and messages in a timely and professional manner. Engaging with your audience to build relationships and foster trust.
• Content Creation: Developing and distributing content that showcases your brand’s strengths, values, and expertise.
• Reputation Repair: Addressing negative reviews and managing online crises to mitigate damage and rebuild trust.

In today’s digital world, online reputation can have a significant impact on your success. Positive online reviews and a strong online presence can attract new customers, build trust, and boost your credibility. Conversely, negative reviews and a poorly managed online reputation can damage your brand, deter potential customers, and lead to financial losses.

• Improved Brand Image: Build a positive and consistent online presence that reflects your brand values.
• Increased Customer Trust: Foster trust by proactively addressing concerns and demonstrating transparency.
• Enhanced Online Visibility: Increase your search engine rankings and online visibility through targeted content and SEO strategies.
• Stronger Relationships: Build stronger relationships with customers and stakeholders through meaningful interactions.
• Increased Revenue: Drive sales and revenue by attracting new customers and retaining existing ones.

In short, reputation management is crucial for any individual, brand, or organization looking to thrive in the digital age. By actively managing your online reputation, you can control your narrative, build trust, and achieve your business goals.

Host.Support offers powerful reputation management software to help you monitor, manage, and enhance your online presence. Take control of your online reputation today!

Google, Facebook, Yahoo! Local, Booking.com, Expedia.com, Zillow, Indeed.com, TripAdvisor, Apartments.com, Yelp, Glassdoor.com, Grubhub, Hotels.com, Cars.com, Cargurus, Apartment Guide, Better Business Bureau, OpenTable, Trustpilot, Avvo, Edmunds, Wellness.com, DealerRater, Houzz, Angi (Angies List), Healthgrades, Zocdoc, Vitals, Rade MDs, A Place For Mom, Caring.com, Senior Advisor, Weedmaps, Leafly, Insider Pages, Carafe, Citysearch, Foursquare, TrueLocal . . . and many more!

Certainly! With Host.Support’s Reputation Management, you can effortlessly manage your online reputation across various platforms. Our user-friendly interface allows you to respond to Facebook and Google reviews directly, ensuring a quick and straightforward process. For other review sources, we offer a convenient workflow. Simply draft your responses within the Reputation Management Product, and with a single click, navigate to the source platform to copy and paste your prepared response. This smart and efficient approach helps you engage with your customers effectively, maintaining a positive and consistent reputation across the board. Our goal is to make reputation management as effortless and effective as possible for you.

Once Facebook and Google Business Profile accounts are connected, reviews from these sources will pull in almost immediately. After this, Reputation Management scrapes for reviews once per 24-hour period. If the add-on Rapid Reviews is activated, Reputation Management will scrape for reviews twice in a 24-hour period.

Absolutely! Reputation Management is designed to provide you with a comprehensive view of your online reputation, and that includes responses you make directly on review platforms. When a business owner responds to a review on a review platform, our system actively searches for these responses and displays them within the Reputation Management dashboard. This ensures that you have a centralized and complete record of all your review-related interactions, whether they originated within our product or directly on the review source. It’s all about giving you a holistic perspective on your online reputation management efforts.

Reputation Management doesn’t automate review responses on your clients’ behalf. However, our Pro and Premium versions come equipped with powerful AI tools designed to assist your clients in responding to customer reviews effectively. These AI tools are invaluable for businesses looking to manage their online reputation efficiently. They help by suggesting response templates and providing insights into the tone and content of reviews.

Leverage AI-Driven Response Tools to Enhance Your Personal Touch in Reputation Management

While you craft the actual response, these AI-driven features streamline the process, enabling you to respond quickly and professionally in a way that resonates with your customers. This approach leverages technology to enhance your reputation management efforts while preserving the personal touch in your interactions.

Reputation Management uses an algorithm called “Best Match” to identify potential listings for a business. This algorithm compares information like the business name, address, phone number, and website to the information found on the listing. If a potential listing matches this data, it will appear in Reputation Management.

How does the Best Match algorithm work?

The algorithm ranks sources based on how well they match the anchor data (business information). However, some listings may not actually belong to the given business. These listings are considered relevant until they are reviewed and marked as “not mine” by the user in the Listings tab of Reputation Management.

How can incorrect listings or reviews affect a business profile?

Incorrect listings or reviews can lead to several issues:

• An incorrect listing or review from an unrelated business may appear in the Snapshot Report.
• A review for an unrelated business may be pulled into the Reviews section of Reputation Management.
• An unrelated business listing may appear in the Listings section of Reputation Management.

What can you do about incorrect listings?

1. Open your Reputation Management account.
2. Go to the Listings tab.
3. Review all the listings.
4. If you find a listing that doesn’t belong to the business, click the menu and select “Remove this match”.

What to expect after removing incorrect listings:

• Local Business Executive Report:
  • Will update within 24 hours.
  • If you need to view the report before the update, manually remove the incorrect source.
• Unrelated reviews: Will be immediately removed from Reputation Management.
• Unrelated listings: Will no longer be monitored.

In today’s digital age, customer reviews have become a determining factor in a business’s success or failure. As more consumers turn to online reviews as a significant influence in their purchasing decisions, businesses must recognize the power that these testimonials hold. Customers typically look for a local business that boasts recent reviews and maintains an average rating of at least four stars. Falling short of these expectations often results in potential customers opting for competitor businesses that have cultivated better reviews. Therefore, actively encouraging satisfied customers to leave positive reviews and strategically addressing negative feedback is essential. Engaging with reviews not only enhances your online reputation but also builds trust and credibility with potential clients, ultimately leading to increased customer retention and sales growth.

Customer reviews are vital because they function as digital word-of-mouth and directly influence purchasing decisions. In a highly competitive market, many consumers rely on online feedback to assess the quality and reliability of a business. A product or service with numerous positive reviews and a solid star rating can significantly boost consumer confidence, encouraging new customers to engage with the business.

Moreover, customer reviews offer businesses valuable insights into their customer service and product quality. By continuously generating positive reviews and effectively managing negative ones, businesses can demonstrate their commitment to customer satisfaction and continuous improvement. Engaging with customers through reviews can enhance overall credibility and foster long-term relationships, creating a loyal customer base and attracting new clients. Thus, strategically managing customer reviews is not only a method for enhancing brand reputation but also a critical strategy for driving business growth.

For local businesses, maintaining a steady stream of recent reviews is essential. Studies show that 73% of consumers consider reviews written more than three months ago to be irrelevant. Customers are keen to see feedback that accurately reflects the current state of a business, including its services, products, and customer experience. Fresh reviews provide potential customers with up-to-date insights into how a business operates today, helping them make informed decisions. This continuous generation of reviews not only enhances a business’s online visibility and credibility but also signals its commitment to customer satisfaction and quality service.

Customer Voice provides several effective options:

• Email (Customer Reviews Express and Customer Reviews Pro)
• SMS (Pro only)
• Review Generation Widget (Express and Pro)
• Email Signature Widget (Express and Pro)
• Mobile Kiosk (Pro only)

These methods cater to different needs, ensuring businesses can effectively gather feedback by utilizing the right tools for their audience.

With Customer Reviews Express, you can focus on collecting reviews primarily from Google and Facebook. These platforms are ideal for reaching a broad audience, ensuring your business gains visibility and credibility through widely recognized review sites.

For the Customer Reviews Pro version, you can request reviews on any site that is currently monitored for reviews. Beyond the major platforms like Facebook and Google, this version allows you to target additional sites that are specific to your business’s industry or niche. This flexibility enables you to enhance your online reputation on various platforms where your customers are most active.

The daily limit for SMS requests is set at 150 due to mobile service provider standards. This limit is in place to help prevent numbers from being flagged as spam. By adhering to this limit, you can maintain the integrity of your messaging practices and ensure that your communications are successfully delivered without being marked as spam by service providers. This standard is crucial for businesses or individuals who send large volumes of SMS messages, as it helps to preserve the trustworthiness of your phone number and prevent disruptions in message delivery.

A dropped SMS request can be due to several reasons. Click on the tooltip next to the status to see a possible reason why the request was not able to send. Most likely it’s due to:

• The phone number is a landline and is unable to receive text messages.
• The number has blocked receiving messages from unknown numbers.
• The phone associated with this number is turned off or unavailable.
• The number you’re trying to send to may no longer exist.
• And occasionally an SMS message will not be delivered due to being flagged by the mobile carrier or an unknown error. This can happen because of spam filtering by the service provider. In this case you can wait a moment and try to send the message again.

For SEO, priority is given to good customer experience on mobile devices. Consumers will use mobile devices to find desired goods or services and will generally begin these searches with a category or brand search. For example, a brand search is “Joe’s Pizza in Denver” and a category search is “Pizza in Denver”. (Note: On a mobile device the “in Denver” often does not need to be explicit.) In the case of a category search, the user has intent to purchase something in a category but has not decided or does not care about the brand. In these searches, the user’s intent is generally heavily skewed toward proximity and location. So search engines generally deliver the closest locations and it is therefore important that location information is crawlable, is displayed on each page, and is in meta-data and keywords.

Absolutely! You have full control over editing both email and SMS messages. Our user-friendly editor allows you to customize colors, add images, include buttons, and modify text to suit your needs. This flexibility ensures that your review requests align perfectly with your brand and communication style.

Yes. With Customer Reviews Pro, you can bulk send review request messages (email or SMS).

Your SMS allotment automatically replenishes each month. If you find yourself needing to send more SMS messages and have exhausted your current credits, you can purchase an additional add-on in the required amount to meet your needs. This ensures that you can continue to reach your audience without interruption.

The phone number used for SMS communication can vary depending on the order of use:

• If your client has already sent SMS review requests using Customer Reviews Pro before sending their first message through the Inbox in the Business App Center, the phone number will be the same for both services.
• Conversely, if your client begins using the Inbox in the Business App Center before sending any SMS review requests through Customer Reviews Pro, the phone numbers will be different for each service.

If a customer submits a positive review, they will be encouraged to copy that review and share it on other prominent review sites, such as Google and Facebook.

To customize which sites are displayed, follow these steps:

1. Launch Customer Reviews > Settings > Preferred Review Sites.
   • Here, you will see the review sites. Customers with active Reputation Management will have their review site URLs automatically pulled from the Primary Listings tab.
2. Select or deselect the box to the left of your preferred sites. You can also manually enter the review URL for other listed sites.

Please Note:

• Customers with Reputation Management Pro will have more options for Preferred Review Sites.
• You cannot select or add sources where the review URL is missing.
• If you select a site where the business information is inaccurate, it will not appear as a suggestion on My Listing until it is corrected.

Create a Custom Email Review Request Template

1.  Go to Customer Voice > Templates > Add New Template
2. Enter a name for the new template
3. Choose which template you would like to add
   • New Preferred Review Sites Template
   • New My Listing template
   • New Blank Template
4. Choose a pre-populated template and edit it with the directions listed above
5. Or choose a ‘blank template‘ and insert any variables, images, or text to customize the review request.