COMMUNITY + REPUTATION MANAGEMENT
Keep your community engaged and your reputation in check. Word of mouth is one of the most powerful tools for you business. Take advantage of the spaces, like social media platforms and review websites, where consumers can share almost anything they want to say about you. Great service is one of the most important aspects of a successful business. Unless you have a monopoly on what you do, service will likely be a reason customers decide to support your business or not. Keeping the community happy isn’t always about how to respond to a negative Yelp review, it’s also about the simple moments of answering a customer question on Instagram or finding an opportunity to engage with the customers. Listening to your customers can also prevent negative experiences in the future. With community and reputation management, we’ll also work together to make sure the information on the websites or platforms used will be up-to-date.
Common platforms or websites for small business reputation management: Facebook, Facebook Recommendations, Instagram, Yelp, Google Business, Trip Advisor
Common places monitored for small business community management: DMs (aka Direct Messages or Private Messages), Messenger, Comments, Reviews, Place Tags, Hashtags, Tags
THE KEY COMPONENTS:
Keep listings updated + active
Positive Reviews: Acknowledge + appreciate to create loyalty
Negative Reviews: Respond without ego + win them back
Monitor + engage on social media
Why choose me?
Negative reviews or comments can be a highly emotional situation for all involved. Even the most professional people can have a hard time. By being “one step” away from the situation, I can offer a clearer response and solution.
I can help you put a recovery process in place with a path to winning back customers who had a bad experience with your business.
I will spot opportunities to make a happy customer an even more loyal fan and/or be featured in your marketing channels as a testimonial for your business.
You won’t have to worry about missing a review or not responding in a timely manner. I will keep the response process on track.