Reputation Management Services
Watts Media provides reputation management services that help businesses create actionable strategies for resolving disputes that can damage your reputation and impact the success of your business. Whether you need a quick-turn solution for a company crisis occurring right this moment, or a long-term strategy for managing your digital rep in the realm of Google Reviews, social media or customer engagement, we can help you!
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Navigating the Ups and Downs of Doing Business in the Digital Marketplace
We’ve all seen those big oops moments in digital marketing: the cringey company social media post that makes customers angry; a business owner’s less than professional five-paragraph essay in response to a customer’s 3-star review; or the ad campaign gone horribly wrong and way too viral. Then there are the 1-star reviews that bring down ratings, negative social media tags or influencer videos, and other circumstances that can damage a business. These are examples of ways our reputations can be damaged with the click of a button.
Sometimes it’s a fair critique. Everyone has a bad day! Other times, well, maybe it’s the customer having a bad day and your company ended up as the ultimate recipient of their frustration. In either case, operating a business in the modern age of instant publicity and instant critique can feel like navigating a minefield. Bad reviews or negative feedback can be really harmful. If you are not prepared, you may be setting yourself up for a very public reckoning.
Watts Media can help your business ...
- Prevent public embarrassment with strategic responses to complaints.
- Manage an existing crisis with public relations support and review response guides.
- Develop proactive guides that help you prevent these issues in the first place, such as social media posting guidelines, dos and don’ts for digital engagement or Google Review response guides.
- Solve customer complaints before they are published.
- Consult on training enhances your team’s social media marketing savvy: what to post, what to avoid and other tips for engaging with customer in the public eye of the internet.
- And more!
Review Response Guides: Respond Quickly and Effectively to Any Review or Complaint
Reputation management is not about hiding negative online reviews and opinions. Sometimes those reviews may even be justified. We’ve all had times where we didn’t do our best. The best practice is to avoid those mistakes in the first place through operating at a peak level of quality and service. But … no one is perfect!
Sometimes the chef quits and all the orders are served late. Sometimes a traffic jam causes the technician to miss the appointment time. Sometimes we just have a human moment and react with a bad attitude when we have a frustrating encounter with a customer. When those less-than-stellar moments occur, they often break down to a scenario where we assess the situation and say, that happened; now what? The next steps you take will determine how your customers perceive your business.
Watts works to help build back a company’s online reputation following a two-pronged approach.
Prevention
Action
In the case of response to negative reviews, we create a similar quick reference guide that provides a framework for a variety of common complaint scenarios. Just like rebuttals to sales pitches, most customer complaints can be placed in a set of common scenarios. Watts gets your entire company on the same page about how to respond to praise and complaints. We help you develop a protocol for apologies, refunds or make-goods so there’s never a question about what to say to the customer. The benefits of the guide also include speeding up the time between comment/review and resolution. If everyone already agrees on a response metric, there won’t be a need to wait days to get approval on crafting a response.
Learn how to manage:
Malicious reviews
Scammers
Bots
Wrong business
Legitimate complaints
Conflict resolution
Appreciation for positive reviews
Connecting with customers via reviews
Resolving disputes before reviews are published
The Positive Side of Reputation Management
Building your online brand is not solely about negative encounters. What about the good stuff? Are you asking your customers for their five-star reviews? Do you have a system for requesting them at the close of your transaction? Do you make it easy for your customers to find you and leave feedback? Your good reviews matter!
Future customers are conditioned to check out your stats when they are debating doing business. If you have no presence, it’s almost as bad as a negative one. Prospective customers may feel your business is not legitimate or that you aren’t remarkable enough to inspire your customers to share their feedback. Watts Media has the expertise to show you the way to increase your reviews and your online presence.
In addition to cultivating reviews, it is so very important to respond when your customers provide positive feedback. It takes almost no time at all to fire off a quick thanks. A customized review response strategy can help you take it one step further, with guidance for personalization and longer responses.
Google Business Reviews
Google Reviews for businesses can have a huge impact on your company reputation. As the leading search engine on a global scale, it is important that you harness the power of the Google review system as soon as possible. Watts Media has spent years working with Google’s review and business page platform to help businesses cultivate positive content and respond to negative content in a brand-positive way.
- Positive Content
- Create an easy Google review link to share with your customers
- Share instructions with your customers on how to leave a Google review
- Create a review response guide with positive review response examples
- And more!
- Negative Content
- Work within Google’s backend review protocols to work with customers before negative reviews become public
- Create guides for responses to negative critiques
- Manage your business listings so they promote positive reviews and feedback
Online Reputation Management Services from Watts Media
Online review sites can feel like another challenge to overcome — but they can actually be an amazing boost for the credibility of small businesses. If you need support for brand reputation management online or anywhere else, we would love a chance to talk! Give us a call to set up a no-obligation meeting to discuss your needs.
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