Online Reputation Management
According to wikipedia, “Online Reputation Management“ is the practice of monitoring the Internet reputation of a person, brand or business, with the goal of emphasizing positive coverage rather than negative reviews or feedback. Doing reputation management for individuals is often referred to as online identity management (OIM), online image management, online personal branding or personal reputation management (PRM).
At Yepser, we do not think this definition adequately describes the breadth of the discipline, nor does it emphasize the criticality of the issue for local businesses. We have developed a comprehensive suite of services to monitor and manage your online reputation both pro-actively and re-actively. See Dashboard link above. We can monitor specific websites such as Yelp or Tripadvisor, for example, (see the list attached for the sites the dashboard will monitor) to watch for any activity about your client's business. If a customer leaves you a review on any site we are monitoring, we can notify you immediately. You will know about it and be able to respond to it before prospective customers do.
We can also actively manage these same profiles for you, responding to customer feedback on your behalf. Whether it be good or bad feedback, a response to it is usually encouraged. This makes you appear engaged and collaborative. Nobody expects a business to have 100% perfectly happy customers, but consumers do want to see how business respond to criticism.
If you don’t already have a process for collecting customer feedback, you should. We can help develop the process and system to help you collect feedback directly from your customers quickly after the point of purchase. This will give you real insight into what you are doing right, and what you are doing wrong. It also gives the customer a chance to “vent” privately versus publicly on highly visible online review sites. Our systems can turn that negative experience into a positive one offline, so your online reputation remains highly positive.
If you have done a good job in collecting real feedback from real customers, we can also help you get this information in front of potential customers. We can run an exhaustive analysis on your client's current online reputation presence, and summarize our results in an Executive Dashboard type of report. This analysis is often the primary resource we use to form a strategy on how to address your online reputation management needs!