Jul 23, 2013
Details and Pointers for Small Business Owners
Q. What is Reputation Management?
A. Reputation Management is the practice of actively scanning, searching and crawling the internet to find all the places that anyone has mentioned your business then checking that mention vs brand rules and standards to insure your business is represented in the light intended by those who know it best.
Reputation Management is achieved by utilizing a number of basic and complex services
Reputation Management Activity 1
Scanning and indexing the sites where your brand is mentioned. This is the first stage and one that needs to be completed 24/7 to provide a real chance to avoid the huge losses that can come from bad reviews. The effective difference between a true negative post and a positive one is essentially none. The only difference is when true, they usually start piling up. The fact is that a single lie can truly effect your bottom line and we need to treat each customer interaction as a potential poster of our services.
Online Reputation Management Activity 2
Monitoring sites identified as actively containing content by you or about you 24 hours a day, 7 days a week. We also constantly scan the internet for new content and posts around your brand and key personnel. This allows us to have an early response and avoid crisis.
Brand Reputation Management Activity 3
When true bad reviews are found. Activate the PR911 Reputation Defense Protocol (see below).
Reputation Management Activity 4
When good reviews are found. Activate the PromotIS Hyper-Viral Content Awareness Protocol (spread the word).
Reputation Management Activity 5
When lies are found, activate PR911 Reputation Defense Protocol including our Review R.I.P. Service (a fight fire with fire service). Alert business owner or primary contacts and evaluate the impact of the review and the potential future impact including distribution prior to discovery and estimated distribution before services can effectively eradicate it.
How do we know when online reviews are lies? One of the benefits of spending thousands of hours doing something is you become an expert. Experts of Reputation Management, like any other field, start to notice common threads in what reviews are real and which online reviews are fake. Some of them are very obvious and with a few rules 90% can be identified. What are they? We are not telling! While keeping this information private does have the potential side effect of driving some consumers to our service that is honestly not the intent. If we release how we find fake reviews then just as much as we teach business owners how to identify them we teach fake reviewers how to not be detected. By releasing this information we lower the need for our company and reduce our ability to do our job at the same time. This is never advised. :)
Reputation Management Activity 6
Deploy tactics, software and marketing plans that are proven to drive more reviews for your company and enhance social media engagement.
Reputation Management Activity 7
Supply full reporting of everything found and detailed notes on all activities taken. Phone conversations are recorded and transcribed. eMails are included in the report. All Web scans are included as well as a world wide map to everywhere your reviews and content are found.
PR911 Bad Review Protocol
“How To” Handle Bad Reviews
- Situation Assessment
- Assess the Assessor
- Let’s Take This Outside
- Pants on Fire
- Example Response
- If you do we do they do
- Nobody’s Fool
- All Items 100% Off
- Fix It & Spread It