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Reputation Management

A Marketing Tool

Jolene Sopalski

-What-Where-How

Reputation Management:

Overseeing the reputation of a business by:

-Addressing any negative issues

-Utilizing positive customer feedback

-Keep a positive reputation in the marketplace

What Is Reputation Management?

Go online to do additional research about products and services they are considering for purchase.

82% of consumers

Where are they looking online?

-Apartment Ratings-Yelp-Foursquare-Twitter-Google+-Facebook

80% of consumers say they have a changed

their mind about a purchase because of a negative review they

found online.

use social media to vent frustration about a company.

46% of internet users

Business owners must address any negative public

comments.

Don’t IgnoreThe Reviews

Tools to Track Your Online Reputation

-Google Alerts -Trackur

-Board Tracker-Brandseye

How you react is important to your online reputation success!

Listen

To what your customers are saying about your brand!

What is being said?What changes customers want?What are your strengths?What are your weaknesses?

Understand

ClarifyMake sure you

understand what your customers are

telling you.

ImplementMake changes to your business, employee training & products based on your customers feedback.

Build Loyalty by letting your customers know that they have been heard & that you have implemented their suggestions.

Feedback

Remember happy customers influence 9 others. Unsatisfied customers influence 17 others.

If you stay vigilant you ensure your business’ focus is

always on the positive & your positive

reputation will stay at the forefront.