Online Reputation Management

Do you know what is being said about your business online?

This Actionable Insight product addresses the business issue of not knowing what is being said about your business online. It also addresses the challenge of dealing with a tarnished or threatened reputation online. We work with you and show you how to enhance your online reputation, because showing is better than telling.

Enhance Your Online Reputation

The Process

The game is all about delivering the right message at the right time on the right channel to the right person.

Here are some potential results from our online reputation management service:

Results:

Improved online reputation: By effectively managing and responding to online feedback, brands can improve their online reputation and build trust with their target audience.
Increased customer satisfaction: By responding to negative feedback and addressing customer concerns, brands can increase customer satisfaction and loyalty.
Increased revenue: By building a positive online reputation, brands can increase their revenue and drive sales growth.
Enhanced brand positioning: By effectively managing their online reputation, brands can enhance their brand positioning and stand out from the competition.

Step 1 - Define the scope and objectives

The first step is to define the scope and objectives of the online reputation management service. This may include identifying the target audience, the types of feedback to monitor, and the desired outcomes for the service. This step helps to ensure that the service is tailored to the client’s specific needs and goals.

Step 2 - Monitor online feedback

We will monitor online feedback, including reviews, comments, and social media posts, to identify positive and negative feedback. This can involve using monitoring tools and manual searches to gather feedback. This step helps to ensure that the client is aware of any feedback about their brand that is shared online.

Step 3 - Analyse feedback

Once the feedback has been collected, we will analyse it to identify patterns and areas of opportunity. This can involve using sentiment analysis tools and other data analysis methods. This step helps to identify areas of improvement and opportunities for enhancing the brand’s online reputation.

Step 4 - Develop a response strategy

Based on the feedback analysis, we will develop a response strategy that includes guidelines for responding to positive and negative feedback. This can involve developing templates for responding to feedback and identifying key stakeholders responsible for responding. This step helps to ensure that the brand is responding to feedback in a timely and professional manner.

Step 5 - Respond to feedback

We will respond to online feedback in a timely and professional manner, addressing concerns and thanking customers for positive feedback. This can involve using pre-approved responses and personalising responses based on the feedback. This step helps to build trust with customers and enhance the brand’s online reputation.

Step 6 - Implement a review management strategy

We will implement a review management strategy that includes guidelines for encouraging positive reviews and managing negative reviews. This can involve developing email templates for requesting reviews and identifying key stakeholders responsible for managing reviews. This step helps to ensure that the brand’s online reputation is effectively managed on review sites.

Step 7 - Monitor and report on online reputation

We will monitor the brand’s online reputation and report on key metrics, such as the number of positive and negative reviews, sentiment trends, and overall reputation score. This can involve using monitoring tools and developing custom reports. This step helps to ensure that the brand is aware of their online reputation and can take steps to improve it.

Step 8 - Continuously improve

We will continuously improve the online reputation management service based on feedback and analytics. This can involve adjusting response strategies, implementing new monitoring tools, or developing new review management tactics. This step helps to ensure that the brand’s online reputation is continuously enhanced and that the service remains effective over time.

Outcomes

So, what Actionable Insight do you get?

Brand reputation

Become the go-to person or business in your industry with an enhanced online reputation developed by working with Actionable Insight.
A dashboard to keep track of online mentions and customer reviews of your and your competitors’ brand name, product or service.
Enhanced SEO rankings by tracking and managing backlinks from all referring domains.

Content production

A schedule for the creation of digitally efficient content that can be found, consumed and shared online to enhance search engine results and social media profiles.
Stories that are searched for to ensure your content is found.
Stories that entertain and educate your audience to ensure it is consumed.
New ways to promote and market your brand by discovering new content distribution channels.

Online engagement

A social media policy to educate your employees and set down the ground rules.
Understand the key contexts of conversation, language and keywords to use when engaging in conversation.
A list of key opinion leaders who you can engage with, these are conversations worth engaging in as key opinion leaders have influence over your target audience.

Optimised platforms and tools

We track social audience, activity and engagement of your content in Facebook, Twitter and Google+ so you can implement an efficient social media strategy.
We can track and benchmark your competitors content and engagement to ensure you take learnings from industry success.
Optimised social channels (including Facebook, Youtube, LinkedIn) to ensure you are found online.
*Top tip create playlists in Youtube and share or embed the playlist link to ensure viewers go on to watch your videos not competitors.

Testimonials

Roger brings a fabulously unique approach to getting to the bottom of the detail and his detailed but fun analysis of the issues we were facing was not only refreshing but incredibly useful.

Dan Timms
Director of Operations, Young Voices (UK) Ltd

Roger worked with creating a new website built for multiple platforms, including both desktop and mobile. He also provided advice regarding social media, in particular the way in which the institution monitored digital activity and online reputation. The University was shortlisted for “Best Website” in the HEIST Awards, the main awards programme for marketing in the sector.

Paul O’Prey
Vice Chancellor , University of Roehampton

Working with Actionable Insight is a sheer delight. The team brings rigour and insight to every project we work on. Roger is refreshingly open, a compulsive connector, and always puts the client needs first. I look forward to working with Actionable Insight time and again.

Jonas Altman
Business Development Manager, London College of Fashion