Reputation management

Reputation management is a strategic approach employed by companies to cultivate and maintain positive public perception. This process integrates both online and offline strategies to enhance visibility and influence perceptions.

Key components include leveraging websites, review platforms and social media to harness customer experiences to generate positive word-of-mouth feedback.

The goal of reputation management is not merely to mitigate negative feedback, but to proactively foster exemplary in-person customer interactions that are memorable and shareable. Effective reputation management drives customer satisfaction and loyalty, leading to increased testimonials, higher search rankings, and enhanced referral rates, ultimately contributing to sustained business growth. Offer the best experiences possible to create more high-quality promoters.

The most effective reputation management goes beyond damage control on external platforms. It needs to start within the organization itself. To truly improve your organization’s reputation, you need a culture of excellence, transparency, frontline recognition and customer-centricity at every level.

Achieve this by focusing on responding to your customers and using their feedback to provide an even better experience in the future.

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Typical responses for review requests range from about 7 to 13%.

AskNicely customers see an average of 24% click-through rates for in-survey review requests.

This helps customers like Schweiger Dermatology Group increase their volume of positive Google reviews by 3x.

Getting more online reviews (and especially more positive reviews) takes a two-pronged approach:

  1. Know which customers to ask and when. To understand who you’re going to ask, you need to understand who your happy customers are and aren’t soon after they receive your service. For happy customers, act fast to extract the most genuine, positive feedback. For unhappy customers, act even faster to find out what went wrong and close feedback loops internally before they seek a public forum for their grievances.

  2. Create consistently awesome customer experiences. More reviews starts with more happy customers. Deliver on what matters most to your audience. And to know what matters most to them, you need to ask every customer about their experience, surface the trends, and circulate that feedback to the frontline teams responsible for delivering customer experiences.

3. Use AskNicely. With AskNicely's workflows you can solicit reviews from customers and drive as much as a 10% increase in Google Reviews. You can also give customers the option to turn their positive feedback into a review on the site of your choice like Yelp, Google Reviews, and G2, with just one click.

Increasing your positive online reviews isn’t just a matter of asking happy customers at the right time, it’s about creating more happy customers. The most effective way to do this is by fueling your customer-facing teams with feedback, recognition and personalized coaching that empowers them to take action and drive customer advocacy.

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