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Listen "Reputation Management"
Episode Synopsis
In today’s business landscape, your online presence and reputation is mission critical to helping you stand out in the sea of competitors. Reviews are one such way to stand out. If you give an unparalleled customer experience, your customer’s won’t keep it a secret. They will share it! Reviews are a Transfer of Trust, the Modern Referral mechanism.
Your brand is your business. And your online reputation is a huge part of your brand.
We explore:
What is Reputation Management and why does it matter?
The value of a reputation management strategy
Examples of brands doing it right
Innovative ways to Collect Reviews
Show Notes
Nerdy Numbers Corner - Why Does It Matter?
Defining Reputation Management
Mason and Rodolfo relay some of the numbers they found researching Reputation Management.
Reviews IRL
Amazon and Yelp reliance on reviews
Wirecutter buying advice
Twitter verification
Google Maps orders Rodolfo’s dinner
Brands to live by
Apple and Nike - High Quality and Aspirational
Southwest - Loyalty and Freedom
Costco - Quality and Affordability
Disney - Feel Good Stories
Subaru - AWD and Mountains
Self Storage Operators build their reputation
Google is King
Getting involved in your community
Brand trust is the long term investment
How To: Reputation Management 101
WHY? Reviews lead to more sales
Pillars of Reputation Management
Build
Maintain
Recover
Using sentiment throughout the customer journey to optimize for positive reviews
Gold Standard: Net Promoter Scoring
Turning detractors into promoters: Acknowledge, Align, Assure
Incentives and strategy for more reviews
Put that review to work
Social Proof and the Trust Economy
Just Reply!
Showcase them on your website
Turn that frown upside down. Handling negative reviews
Review gating discussion
Decision Time
Google My Business
Does it integrate?
Does it support multiple locations?
Can I manage my listings?
Insights and Analytics offerings?
Other features to make the job easier?
Other Misc Links
Wendy’s Twitter
Wendy’s best tweets
Reputation.com
Typeform
Qualitrics
Uberall
Your brand is your business. And your online reputation is a huge part of your brand.
We explore:
What is Reputation Management and why does it matter?
The value of a reputation management strategy
Examples of brands doing it right
Innovative ways to Collect Reviews
Show Notes
Nerdy Numbers Corner - Why Does It Matter?
Defining Reputation Management
Mason and Rodolfo relay some of the numbers they found researching Reputation Management.
Reviews IRL
Amazon and Yelp reliance on reviews
Wirecutter buying advice
Twitter verification
Google Maps orders Rodolfo’s dinner
Brands to live by
Apple and Nike - High Quality and Aspirational
Southwest - Loyalty and Freedom
Costco - Quality and Affordability
Disney - Feel Good Stories
Subaru - AWD and Mountains
Self Storage Operators build their reputation
Google is King
Getting involved in your community
Brand trust is the long term investment
How To: Reputation Management 101
WHY? Reviews lead to more sales
Pillars of Reputation Management
Build
Maintain
Recover
Using sentiment throughout the customer journey to optimize for positive reviews
Gold Standard: Net Promoter Scoring
Turning detractors into promoters: Acknowledge, Align, Assure
Incentives and strategy for more reviews
Put that review to work
Social Proof and the Trust Economy
Just Reply!
Showcase them on your website
Turn that frown upside down. Handling negative reviews
Review gating discussion
Decision Time
Google My Business
Does it integrate?
Does it support multiple locations?
Can I manage my listings?
Insights and Analytics offerings?
Other features to make the job easier?
Other Misc Links
Wendy’s Twitter
Wendy’s best tweets
Reputation.com
Typeform
Qualitrics
Uberall
In God we trust