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What is online reputation management and who is it for?

Posted by Localyser | May 5, 2020

Online reputation management is the practice of managing your online reviews at the location level. They typically involve a strategy to monitor and respond to reviews across the relevant review sites that your outlets are listed on. The most popular platforms include global sites such as Google, TripAdvisor, Yelp, Facebook and Foursquare and regional sites including Zomato, Talabat and ReserveOut.

First, you need to make sure that all of your outlet’s digital listing as complete and accurate.

Before you start embarking on managing your online reputation, also known as online review management, you need to make sure that you have accurate and complete digital listings across all of these platforms. This means that you should claim and verify your Google Maps listing by creating a Google My Business account and claiming each listing. The verification processes which enables you to update the Google listing information and have the ability to respond to reviews can be a challenging one but there are companies including Localyser that can help you with that.

The other platforms are more straight forward to setup but it is important to make the distinction between a Facebook brand page and a Facebook location page. Your outlets’ listings on Facebook should be under the brand page which allows your customers to leave reviews for the correct location.

Second, start drafting how you want to respond to reviews by creating suggested response text for each sentiment.

Once you have updated all of your listings across the different platform then you are ready to start your online reputation management strategy. Start by drafting suggested text for each sentiment, positive and negating rating. These suggested response templates can take the share of something like this:

Positive reviews suggested response text:

  • Hi {Name}, thank you for the positive feedback! We're always happy to hear good things from our guests. {Brand} Team.
  • We are glad you enjoyed your experience at {Brand}. Please visit us again soon! {Brand} Team.
  • Greetings from {Brand}! Thank you for your review, {Name}. We look forward to seeing you again soon. {Brand} Team.

Negative reviews suggested response text:

  • We're sad to see your negative review and we would like to know more behind it. Please let us know how we can reach you here: {add the best way to contact you}. {Brand} Team.
  • Hi {Name}, we are truly saddened that your experience was not as great as we would have liked. We take bad reviews very seriously, and we would like to ensure that your experience is better next time. Brand} Team.
  • Hello {Name}, we're so sorry to hear about your experience. We want to know more to help resolve the situation. Please let us know how we can contact you: {add the best way to contact you} {Brand} Team

For a more accurate response, try to create additional templates that address every issues such as food-related or service-related.

Leverage online reputation management automation for multi-location.

If you are a chain or a group that operates multiple-brands with several locations each, you should consider using an online reputation management tool to help you automate the process. At Localyser for example, we provide our clients with a single dashboard to monitor and respond to all reviews from across the Web. This makes it super efficient as you don’t need to log in and out of every platform thus saving you time and resources.

You should also consider decentralizing the responsibility of online reputation management and allow each restaurant or store manager to respond to their own outlet’s reviews. This gives you the added value of making sure that each outlets is exposed to their customer feedback in real-time that they can in turn take immediate action to resolve.

Online reputation management is ideal for any business that receives online reviews for their outlet.

If you receive online reviews on at least one site, which most businesses do, then you need an online reputation management strategy. It is especially important for brands that have multiple locations and receive online reviews from several review sites.

Restaurants, hotels, healthcare and entertainment companies are prime candidates to have an online reputation management solution to help them effectively listen to their customers’ needs and respond to their issues.

After all, if you are not listing then you are not learning.

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