Online Reputation Management.

We love helping our clients get discovered more, win and retain valuable customers. Online reputation management can advance your top, mid and lower funnel conversions as customers will change their mind to use a business based on a review and at certain review rating thresholds customers will start to drop off.

Our online reputation management services span auditing your current online reputation, delving into what will organically drive better search results and conversions as well as helping you to maintain and improve your online reputation via either our reputation management software, which you can access as a Software as a Service (SaaS) platform or via our full-service approach where we manage everything for you.

At the end of the day our goal is to help you take your online reputation management to the next level and get discovered more, win, and retain more customers.

What makes online reputation management important?

Our years of customer satisfaction, customer journey mapping and usage and attitude research show us how important online reviews are in the modern path to purchase.

74% of Australians have changed their mind to use a business based on a review1. We also know from our quantitative research that there are certain review rating thresholds where potential customers drop off. All our qualitative research also shows that for a high involvement decision potential customers will comb reviews reading individual comments and looking at photos to understand what their experience will be like.

1 (Source: THOUSAND FEET Consumer Research, 2018/2019.Study of 1000+ Australians based on Australian Bureau of Statistics demographics for Age/Gender/Location)

Online reputation management can advance your top, mid and lower funnel conversions in three key ways:

Get discovered: When consumers search for a new product or service, all our research shows the majority will go online first to research their purchase or upcoming experience. From actual Google Business Profile data we collated for clients, we saw that on average 67% of searches are Discovery searches (e.g. product/service near me). This means that buyers are open to buying from different brands. Online reputation management can make sure you are among the brands Google puts forward in Search and Maps results to potential customers.

Win new clients: From actual Google Business Profile data we collated for clients we saw that <2% of consumers flow onto reviewing company websites from a Google Business Profile. This means for most, decisions are made to engage with you based on your Google Business Profile (not your website) and so small changes to the way your brand presents in your Google Business Profile can have a massive impact on new customers converting to being customers of your organisation. Retain existing clients: Review data from the likes of Google, Facebook and Productreview provides a rich source of information as to why customers are recommending you or damaging your reputation online. By analysing this data, you can respond via improving customer experience at a total level across key touchpoints. You can also respond to individual complaints to keep valued customers who have turned to the public domain to get action taken on their customer experience issues. Our quantitative research also shows responding to negative review shows potential customers that you care about your existing customers and will resolve issues as they arise.

So, whether your brand is new to market, a growing brand or a well-established brand, we can help you understand where your online reputation sits currently so you can make better, faster decisions on how to take your customer offer and communications to new heights. Importantly we can help you close the loop to keep valued customers

What online reputation management services do we offer?

Depending on your needs, our online reputation management service can include some or all of the following:

Online reputation management design to make sure you are exploring, measuring and responding in the areas that are relevant for your organisation.
Online reputation management SAAS (Software as a Service) or a full-service approach where we take care of all your online reputation management and internal reporting to drive an improved and more consistent customer service experience.
Qualitative focus groups and depth interviews to understand issues and potential tactics to drive change in greater depth.

Our online reputation management service can involve a SAAS approach providing you access to our online reputation management platform. Alternatively, we can provide a full-service experience where we take care of your online reputation management and customer experience change management programs internally. Driving improvements in your customer experience, so you can maximise your growth in a sustainable

What outputs can I expect from online reputation management?

Our online reputation management services include:

Aggregating information from leading sources such as Google and Facebook
Google reviews leader board on a location-by-location basis
Analysing what is driving a 1-star, 2, 3, 4 and 5-star customer experience
Benchmarking your performance compared to your nearest competitors
Review management, enabling you to rapidly respond to online reviews at a scale that wouldn’t be possible without our time saving tools.
Google Listings Management to ensure you come up in and convert more searches
Google Image and posts management
We are always adding new features so if you don’t see what you are looking for, ask us if the feature is currently in development

Online reputation management is not a point in time scenario. It is critical to build and maintain your online reputation as reading how you engage with customers in the public domain is core to the decision-making process of the modern-day consumer. It may seem daunting, but we can save you thousands of hours, like we have for other clients, by helping you manage your online reputation more efficiently. We can even take it off your hands completely.

Want to learn more about how we can assist with online reputation management?

Book in for a free strategy session with one of our online reputation management experts. We would love to learn more about your current approach to managing your online reputation management and chat about how we can help you to have a healthy, thriving brand online.