Online Reputation Management
Protecting a brand image is the most important thing a company can do. You probably have worked hard for years, if not decades, building your brand. Don’t let negative mentions or reviews about your company hurt your bottom line. Potential customers searching for your company will see these negatives and often will choose to buy their products or services from another company.
We have establish relationships that will help create positive buzz around your brand. We can run campaigns that focus on the top ten results or top twenty results in Google. By using our eight years experience with SEO (Search Engine Optimization) techniques we can shape the results of the first few pages. The choice is all yours depending on what you want to achieve. Or most common service is the first 10 results (page one) in Google.
Reputation Management Services
We are quick and efficient at getting the results you need. Not all reputation management jobs are the same. While one company may have two negative mentions to push down another may have six or seven. Get in contact with us today so we can discuss your situation and better understand your needs.
Our search engine reputation management includes:
- Confidentiality of Clients & Services
- Analysis of Negative & Positive Mentions
- Strategic Planning & Implementation
- Content Creation and Promotion
- Multimedia Creation and Promotion
- Increase Social Media Exposure
- Promoting Local Listings
- Online Reputation Monitoring
- Removal of Negative Information
- Proven reputation management strategies
Internet Reputation Management FAQ
Question: Will you be able to push down my negative reviews on Google?
Answer: Yes, we use proven techniques to bubble up positive information about your brand.
Question: What type of clients do you help?
Answer: With our online reputation management services we can help clients in any industry including hotel, restaurant, business-to-business, retail, day spas, resorts, celebrity, medical (doctors & dentist), real estate, florist, car dealerships and many more.
Question: How long will it take?
Answer: You will start seeing results in as little as a few weeks. Each client is unique as well as each situation. We will provide realistic time-frames upon our consultation.
Question: How much does reputation management cost?
Answer: This will depend on what the client wants to achieve and the complexity. Some clients only care about getting the first page cleaned up while other want the first three pages. Pricing will also depend on how many negative mentions there are and how many search terms they show up in. We do have some of the most competitive pricing when it comes to online reputation management companies.
Question: This has to be kept under wraps and on the down low. Can you guys handle that?
Answer: Although every situation is unique the one thing they all have in common is they must all be handled with sensitivity and confidentiality. Nobody will know you have hired us. (unless you tell them) We do not discuss our reputation management clients with anyone outside our organization.
Question: How does reputation management services work?
Answer: We use a number of techniques but it all boils down to pushing the negative company mentions down and promoting the positive company mentions.
Question: Will I receive reports on your progress?
Answer: Yes, we send out monthly reports letting you know what we have done and the results it’s achieving. Often times during the first 30-days of a reputation management campaign we communicate more frequently.
Question: Can you get bad Yelp reviews removed?
Answer: Yes and no. Yelp reviews can only be removed if they are in violation of Yelp’s guidelines. These include personal attacks, not involving first hand experience or irrelevant reviews.
Question: Can you help me with my personal reputation problems?
Answer: Yes, sometimes people want to just be visible in the search engines and other times they have negative information showing up about them. Either way we can help ensure people find you online and the good information too.
Question: Do you offer reputation maintenance as well?
Answer: Yes, after you are happy with the results we can place your organization into our reputation maintenance service. This services keeps pushing your brand forward in a positive way while ensuring there isn’t anything new on its way. If you would like to monitor your own we reviewed 7 of the Best Reputation Tools and don’t forget our 2012 Online Reputation Management Survey.
Online Reputation Management Survey
The McKremie Online Reputation Management Survey provides a good insight into the behaviors of consumers when it comes to reviews and the online reputation of companies they have done business with. At the end of the survey are “tips from the experts” about online reputation management.
The survey was conducted online between October 25, 2012 and November 6, 2012. The vast majority of people surveyed were consumers 18 years of age or older and most were from the USA. If you would like to see more information about the respondents please click here.
|How often do you research companies online before deciding to do business with them?|
“The fact that only 3% surveyed never check out brands online before doing business is eye opening if you are in the reputation management field in any way. If you have not done a good job of having clean SERPs this could be a big deal.” -Matt Siltala
|As a consumer have you ever posted a product or service review online?|
“I think companies need to look at this data carefully. The fact that 71% of those surveyed have left reviews online is huge. Nowadays it’s becoming more and more common place to leave reviews online about the companies you interact with and this number will only go up. These reviews will most likely live on the Internet for the life of the business. Companies need to get systems in place to foster good reviews and react to negative ones.” –Stuart McHenry
|Which type of reviews have you left online? (Multiple responses per survey were accepted)|
“We generally tend to think that consumers only post reviews when motivated by some kind of negative experience. This survey suggests that online reviews have become more than a means to complain, with 68% of consumers sharing their positive experiences as well.” -Andy Beal
|While searching for reviews how many pages in Google will you look through to find reviews about a company?|
“It’s not surprising that people dig beyond the first page of results. It only makes sense that people are going to want to invest time in real research, and it’s also why a real online reputation strategy creates enough high quality content to take up at least the first couple pages of results just as a starting point, and that online reputation work needs to be ongoing, spread across as many points as possible.” -Alan Bleiweiss
|Have you ever used social media to research the reputation of a company?|
“Asking for recommendations across your social networks is the easiest way to research a decision you’re faced with. “Can anyone recommend a good dentist in town?” or “Has anyone used Acme Car Service before?” will inevitably lead to a slew or responses about that company, but also recommendations about competitors that friends know, trust and like. Most people will trust the recommendation of their friends more than the marketing pitch on a website. 80% of people will check in with family or friends before pulling the trigger on a new purchase.
Having family and friends available 24/7 on your phone makes that a lot easier.” -Phil Buckley
|Which social media websites have you used to research the reputation of a company?|
“There are quite a few surprising results in this survey. I was surprised to see the high number of participants that have used Google Plus to research the reputation of a company. This shows the growing importance of different social channels, as well as the difficulty faced by companies through further fragmentation of the social landscaping. Competent review management is more important than ever.” -Tony N. Wright
|Which online review source/website do you trust the most?|
“It was fascinating to me how many of the respondents trusted Google over other review sources (55%). The number of respondents who trusted review sites (88%) also seemed rather high given recent news about fraud on Yelp and other review sites. I know many companies will seek out marketers to help build fake positive reviews for themselves and negative reviews for competitors (which we don’t engage in, but I find incredibly disheartening).” -Rhea Drysdale
|Do you trust online review websites?|
“Anecdotally, we hear of numerous cases of online review fraud, yet this doesn’t seem to concern the average online reviewer, with only 8% of consumers seldom, or never trusting online reviews.” -Andy Beal
|Does the company you work for have someone specifically assigned to handle online reputation management?|
“I remember working with a company that tracked major losses from negative results above the break. It ended up being almost 3 million in lost revenue for the year when the negative results were above the break (not even off the first page, just above the break) so business owners – WAKE UP and make sure your reputation and SERPs are clean. If you continue to have problems with negative attacks you may want to work with a reputation and branding firm to help you fix the problem you have as a business too.” -Matt Siltala
|Does the company you work for monitor online what’s being said about them on a daily basis?|
“61% of businesses monitor their online reputation on a regular basis, which is a great improvement over recent years. However, with a plethora of affordable monitoring tools, there is no excuse for not monitoring your reputation on a daily basis.” -Andy Beal
Online Reputation Tips from the Experts:
“Not surprisingly, my top advice for any small business is to monitor your reputation on a daily basis. Even if you decide not to interact with your customers, social media monitoring provides an affordable means of market research to improve your products, service, and reputation.” -Andy Beal
CEO, Outspoken Media
“My top tip for small businesses is to be pro-active in managing their online reputation. So few businesses take the time to invest in their online presence, because they’re too busy running their business. I get it! I’m a small business owner as well, but so many ORM problems can be avoided by simply having an online presence with accurate contact information on each profile and a way to get notified of comments or reviews. When a concerned customer doesn’t get through to you via your phone number or email address, they’re left with no choice, but to publish their review online. Don’t let them escalate to this point and make sure you have all of your accounts claimed on the major review and social sites to help monitor and respond to mentions. The simple act of registering these will also help sculpt a small business’ reputation in the search results.” -Rhea Drysdale
President, Avalaunch Media
“The best advice I can give them is to monitor their brand. If you are worried about not having money to do this, there are several free options, but also several affordable options that give you amazing features (like Trackur.com for example) Even at the very worst if you can set up Google Alerts for your full domain name and brand ie “http://www.brand.com” and “Brand” even maybe some other variations too, but do your best to make sure and monitor what people are saying about you and squash anything before it becomes a big deal.
Most people just want to know that you heard them. Once you let them know you have and take care of their problem, they move on … they don’t continue to try to ruin you. If you are not monitoring this though, there may be stuff going on that you have no idea (discussions in forums for example) where people are bashing you and you could have put an end to it before it ever even got started by addressing the problem.” -Matt Siltala
Forensic SEO Consultant, AlanBleiweiss.com
“My top online reputation tip would be that you need to understand the only right way to handle online reputation is through proactive efforts and that all your efforts need to avoid short-cut solutions. Too many companies pay agencies who then go out and create a sea of noise, just so they can fill results cheaply. The critical flaw in that methodology is you end up causing people to find that noise, which does NOT help your reputation. In fact, people see right through the tactic, and then identify your company as being even more questionable as far as trust and respect go.” -Alan Bleiweiss
Vice President of Strategy, Overit
“Start a blog! By attaching a blog to your business you create a source for continuous content, a media asset that you own, and establish an official hub for your brand on the Web. The more quality content you create, the more of an authority you’ll become, and the more your content will appear in the SERPs (displacing content you *don’t* want to appear).” -Lisa Barone
Director of SEO, Virante
“With the adoption of schema.org meta data, reviews are becoming more prominent in the search results. You don’t even have to click through to see more about a company that only has 1 out of 5 stars – you just skip over them.
Review sites like Yelp have been a game changer for businesses that were good at marketing, but not so great at their core business. With more people everyday having instant access to reviews right on their mobile device there is literally no place left to hide for businesses giving bad service.
Our parents talked about local businesses over the back fence, now people share the same information over Twitter and Facebook. What used to be a pain in the neck, like writing a letter to the Better Business Bureau, is now trivial work online.
My best tip for any business revolves around the democratization of attention. Last generation, the TV news had your attention when they sent a crew into your business. Before that it was the investigative reported from the big city paper. Now you have no idea of the reach of the guy who walks in your front door. Online reputation fiascoes that start spinning can pick up speed at an alarming rate. The web is filled with brilliant minds that love to dig into businesses that mistreat customers and get caught. SO the advice is – stop. If you did something dumb, admit it and apologize. The worst thing you can do is to dig in your heels and take on the entire world because you’re not
going to win.
If you did nothing wrong… stop and apologize. Nothing diffuses a situation faster than admitting you made a mistake and that you want to make things right.” -Phil Buckley
CEO, Boot Camp Digital
“Too many businesses ignore review sites until they have a problem and don’t have a strategy to build positive reviews organically over time. If you have no reviews on a review site, one negative post will break you. If you cultivate positive reviews and already have even just a handful of positive reviews online the one negative post will turn your 5 star rating into a 4.5 star rating. Create a strategy whereby you specifically ask satisfied customers to share their experience on an online review site and create follow-up processes that ask for these reviews. Focus your energy on the specific review sites that matter most to your business. For example a restaurant may focus on Yelp while a plumber may focus on Angie’s List.
If you have mostly positive reviews, don’t worry too much about the negative one, but respond if you can. In most cases people don’t expect you to be perfect, but they do expect you to care and fix things when you screw up. Use negative reviews as an opportunity to show that you aren’t OK with a less than perfect experience.
The bottom line is that reviews online from third party websites like Yelp and Google are extremely important in shaping how people view your business and whether or not they decide to do business with you. Even in the B-to-B space reviews and testimonials can make all the difference for decision-makers.” -Krista Neher
Director of Consulting Services, Webimax
“The best recommendation I have for companies who are looking to improve their reputations online is to address any issues they have offline first. Unless a competitor is outright attacking you online, chances are your online reputation blemishes are the result of dissatisfied clients with real concerns. Addressing those concerns openly by making real changes to make customers exceptionally happy with you is the best way to begin seeing long-term improvement on and offline, and encourage reviews and feedback often.
Additionally, make sure your business and your employees are involved in your community. Become a thought leader, host events, give to charity, do something that extends beyond the walls of your own business. Good news makes for great content and has just as much chance to make it online as bad news.” -Chris Countey
Tony N. Wright
“Work to obtain positive reviews. Positive reviews en masse can mitigate the damage of a few negative reviews. A dedicated reviews management program is a must for almost any company, even if they have no negative reviews…yet.” -Tony N. Wright
“Being proactive and establishing online reputation policies is the first place to start. Simply being active and addressing concerns can go a long way in a consumers mind. The old saying that “the average unhappy customer will tell ten people about the poor service” just doesn’t apply to these days. In today’s online world that customer can post a review that will be seen by hundreds or thousands of people, not just ten.
One of the best ways to help control the information people find about you is by creating content. Use different platforms to distribute your content. Blogs, social media, video and presentation sites like Slideshare are powerful websites that often dominate in the search results pages. Claim your business profiles on as many of these sites as possible then develop a strategy around providing good content for each.” -Stuart McHenry
|512 People||18% Age Group 18-29||2% Did has not finish high school|
|20% Age Group 30-44||10% have graduated high school|
|Gender:||41% Age Group 45-60||31% Have some college|
|47% Female||21% Age Group 60+||29% Have a college degree|
|53% Male||28% Have a graduate degree|
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