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Understanding & ImprovingYour Online Reputation
Presented by:Randy Jones
Zeke Kirkpatrick
Why Reputation Management?
“Did you try that new Lebanese
place?”
“I hear the labneh is terrible.”
How many people do you tell about a negative review?
“They catch the light so
beautifully.” “Too beautiful to eat.”
What percentage of Americans have posted a review online?
How many people never show up, when you have a bad
review?
Which industry are most impacted by reviews?
Organic search
Local searchOrganic search
Negative reviews+
Negative reviews+
Local listing inaccuracies=
Negative reviews+
Local listing inaccuracies=
Lost customers
Managing Your Reputation
4 Steps to Success
1.Claim & verify listings
4 Steps to Success
1.Claim & verify listings2.Monitor the conversation
4 Steps to Success
1.Claim & verify listings2.Monitor the conversation3.Set benchmarks
4 Steps to Success
1.Claim & verify listings2.Monitor the conversation3.Set benchmarks4.Measure success
Reputation Scout
P
Main Dashboard
Claim and verify listings
• PIN verification via postcard or phone
Claim and verify listings
• Remove duplicate profiles
Claim and verify listings
• Ensures your community info is correct
Claim and verify listings
And consistent across every listing
Monitor the conversation
•Monitor ratings & reviews• Respond to positive & negative reviews• Positive reviews boost visibility• Share positive reviews on social media
•Monitor ratings & reviews
Monitor the conversation
•Monitor ratings & reviews• Respond to positive & negative reviews• Positive reviews boost visibility• Share positive reviews on social media
• Respond to positive & negative reviews
Monitor the conversation
•Monitor ratings & reviews• Respond to positive & negative reviews• Positive reviews boost visibility• Share positive reviews on social media
• Positive reviews boost visibility
Monitor the conversation
•Monitor ratings & reviews• Respond to positive & negative reviews• Positive reviews boost visibility• Share positive reviews on social media
• Share positive reviews on social media
How many positive experiences does it take
to make up for a negative one?
Set benchmarks
• Identify local competition
Set benchmarks
• Compare your reputation with competitors
Set benchmarks
• Set benchmarks for your communities
Measure success
•Monitor your staff’s activities
Measure success
•Monitor your staff’s activities• Aggregate & analyze the results
Measure success
•Monitor your staff’s activities• Aggregate & analyze the results•Maintain an action plan for listing accuracy
& review response
How do I start?
Getting Started
• Reputation Scout gives you an actionable to-do list
Want to learn more?
Find out more about Reputation Scout here
