Post on 13-Oct-2020
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
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About Reputation.com
Digital Trends & ORM Programme
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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
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About Reputation.com
Digital Trends & ORM Progamme
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2005
2013
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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
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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
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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
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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
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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
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ORM Programme – Audit your listings and manage reviewsCopyright of Reputation.com
Audit core business listings
…Every Location
…Across Every Review
Site
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Leading Coffee Group Reviews by Source – Past 12 months
Is now the leading review platform for restaurants
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Respond to Reviews
This is a very familiar trend across the sector
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Respond
Across All
Review Sites
Have a review response strategy
Review
Response
Templates
Your opinion matters
Simple thank you
Simple thank you 2
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ORM Programme – Phase 2
Phase 1Close the Gap
Align online reputation with actual customer satisfaction
• Audit and core business listings
• Monitor & respond to 3rd party reviews
• Take control of Social
Customer Satisfaction
• 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
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Google Control iOS and Android Search
Google Paying
Apple $3 Billion to
be the Default iOS
Search Engine
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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
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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
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Correct core business listings
Fix Errors in Business Listings to
Rank HigherUpdate Meta
Descriptions to Improve Visibility
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Proactively request review feedback
SMS
Templates
Templates
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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
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ORM Programme
Phase 1Close the Gap
Align online reputation with actual customer satisfaction
• Monitor & respond to 3rd party reviews
• Audit and core business listings
• Take control of Social
Customer Satisfaction
• 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
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Drive improvements from your locations
▪ Compare locations
▪ Identify performers and laggards by category
▪ Take learnings from the best locations
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Drive improvements from your locations
Don’t complicate things with to many metrics
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Reviews: Share
Share Your
Reputation on
Your Site
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Surveys: Share
Show Survey
Results on Your
Site, this is also
great fresh
unique content
to boost your
local SEO
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▪ Compare against brands nationally
▪ Compare regions
▪ Monitor: review volume, star rating & Reputation Score
Competitor Brand Monitoring
McDonalds Burger King KFC
Subway Five Guys Nandos
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▪ Compare local
competitors
performance
Monitor competitorsCopyright of Reputation.com
Reputation Drives Revenue
Reputation stands between marketing spend and
new customers
RevenueRatings
Marketing Spend
£
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Reputation.com
uksales@reputation.com
0800 066 4781
www.reputation.com
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