Online Reputation Management · Online Reputation Management Programme Diagnose Improve Audit...

Online

Reputation

Management

This presentation and the information contained within is confidential property of reputation.com and cannot be distributed to a 3rd party without the express written consent of Reputation.com

Copyright of Reputation.com

About Reputation.com

Digital Trends & ORM Programme


Introduction – about us

• Operations in North America, Europe, Asia

• 500k business locations across 80+ industries

• Launched 2006 – 1st in ORM category

• HQ in Silicon Valley

Undisputed Online Reputation Management Industry Leader

Connected With 150+ Review & Social Media Sites

Trusted by Leading brands


About Reputation.com

Digital Trends & ORM Progamme


2005

2013


Migration From Traditional Media Continues to Accelerate

The World Continues to Move Online

0.05 0.12

0.30.5

0.8

1.0

1.4

1.8

2.3

2.7

3.2

3.5

95 97 99 01 03 05 07 09 11 13 15 16

Billions O

f U

sers

INTERNET USERS GLOBALLY

Source: World Bank 2016


Internet Accessed Primarily via Mobile

2.02 2.07 2.11 2.15 2.18 2.2 2.22

0.531.22 1.54

2.18 2.4 2.573.0

12 13 14 15 16 17 18

Hours

Per

Day

DAILY TIME SPENT CONSUMING DIGITAL MEDIA - UK

Desktop Mobile

Source: eMarketer 2016

Consumers Aggressively Shifting Usage to Mobile Devices


Online Reputation Management Programme

✓ Diagnose

✓ Improve

✓ Audit

✓ Correct

✓ Monitor

✓ Publish

✓ Advertise

✓ Build

✓ Report

✓ Share

Business

Listings

Social

Media

Enterprise

Reporting

Operational

Insights

Reviews Surveys

✓ Monitor

✓ Request

✓ Respond

✓ Share

✓ CEO & Local

✓ Benchmarks


ORM Programme – Phase 1

Phase 1Close 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 is becoming hyper local

A Single Brand

With Thousands of Locations

Each Location Has a Reputation

on 20+ Sites

Resulting in…Over 40,000

Points of Presence to Manage

Marketing Moving to Thousands of Points of Presence … Requiring Technology

2,000+ Coffee Shops


ORM Programme – Audit your listings and manage reviewsCopyright of Reputation.com

Audit core business listings

…Every Location

…Across Every Review

Site


Leading Coffee Group Reviews by Source – Past 12 months

Is now the leading review platform for restaurants


Respond to Reviews

This is a very familiar trend across the sector


Respond

Across All

Review Sites

Have a review response strategy

Review

Response

Templates

Your opinion matters

Simple thank you

Simple thank you 2


ORM Programme – Phase 2


Align online reputation with actual customer satisfaction

• Audit and core business listings

• Monitor & respond to 3rd party reviews

• Take control of Social


• Correct core business listings• Proactively ask for reviews• Survey customers early & often• Gain insights to improve• Respond to feedback with care

Phase 2Raise the Bar

Improve by uncovering and addressing emerging or recurring customer issues


Google Control iOS and Android Search

Google Paying

Apple $3 Billion to

be the Default iOS

Search Engine


ORM Programme – Audit your listings and manage reviews

Influencing reputation factors:• Accuracy of your data• Review star average• Review volume• Review recentness • Responding to reviews

You want to be in the top 3


Digital Trends: Google LensCopyright of Reputation.com

Digital Trends – Social

1.7B

Each Month

1B

Each Month

1B

Each Month

500M

Each Month

All owned by Facebook


Digital Trends - On-ramp: SocialCopyright of Reputation.com

Correct core business listings

Fix Errors in Business Listings to

Rank HigherUpdate Meta

Descriptions to Improve Visibility


Proactively request review feedback

SMS

Templates

Email

Templates


Survey customers to gain deeper insightsCopyright of Reputation.com

Analyse all feedback to operationally improve

Analyse performance across key operational

categories

Look for themes and keyword trends in customer feedback


ORM Programme


Align online reputation with actual customer satisfaction

• Monitor & respond to 3rd party reviews

• Audit and core business listings

• Take control of Social


• Survey customers early & often• Respond to feedback with care• Gain insights to improve

Phase 2Raise the Bar

Improve by uncovering and addressing emerging or recurring customer issues

• Drive improvements from your locations• Grow advocacy and promote stories• Monitor competitors & build loyalty

Phase 3Boost Revenue

Empower each location to protect their reputation, beat local competitors, and grow

customer loyalty


Drive improvements from your locations

▪ Compare locations

▪ Identify performers and laggards by category

▪ Take learnings from the best locations


Drive improvements from your locations

Don’t complicate things with to many metrics


Reviews: Share

Share Your

Reputation on

Your Site


Surveys: Share

Show Survey

Results on Your

Site, this is also

great fresh

unique content

to boost your

local SEO


▪ Compare against brands nationally

▪ Compare regions

▪ Monitor: review volume, star rating & Reputation Score

Competitor Brand Monitoring

McDonalds Burger King KFC

Subway Five Guys Nandos


▪ Compare local

competitors

performance

Monitor competitorsCopyright of Reputation.com

Reputation Drives Revenue

Reputation stands between marketing spend and

new customers

RevenueRatings

Marketing Spend

£


Reputation.com

[email protected]

0800 066 4781

www.reputation.com


mailto:[email protected]

http://www.reputation.com

Online Reputation Management · Online Reputation Management Programme Diagnose Improve Audit...

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