Reputation management is overseeing a business's reputation by addressing negative issues, utilizing positive customer feedback, and maintaining a positive reputation. Most consumers research products and services online and are influenced by reviews - 80% have changed their purchase based on a negative review. Businesses must monitor their online reputation using tools like Google Alerts, Trackur, and Board Tracker, and address any negative comments to improve their reputation. The key aspects of reputation management are to listen to customer feedback, understand what they say, clarify any issues, implement changes, and provide feedback to customers to build loyalty.

1. Reputation Management
A Marketing Tool
Jolene Sopalski

2. Reputation
Management:
-What
-Where
-How

3. What Is
Reputation
Management?
Overseeing the reputation of a
business by:
-Addressing any negative issues
-Utilizing positive customer
feedback
-Keep a positive reputation in the
marketplace

4. 82% of
consumers
Go online to do additional
research about products and
services they are considering
for purchase.

5. Where are they looking online?
-Apartment Ratings
-Yelp
-Foursquare
-Twitter
-Google+
-Facebook

6. 80% of consumers say they
have a changed their mind
about a purchase because of
a negative review they found
online.

7. 46% of internet
users
use social media to
vent frustration
about a company.

8. Don’t Ignore
The Reviews
Business owners must
address any negative
public comments.

9. Tools to Track Your Online
Reputation
-Google Alerts
-Trackur
-Board Tracker
-Brandseye

10. How you react is important to your
online reputation success!

11. Listen
To what your
customers are
saying about your
brand!

12. Understand
What is being said?
What changes customers
want?
What are your strengths?
What are your weaknesses?

13. Clarify
Make sure you
understand what your
customers are telling you.

14. Implement
Make changes to your
business, employee
training & products
based on your
customers feedback.

15. Feedback
Build Loyalty by letting your
customers know that they
have been heard & that you
have implemented their
suggestions.

16. Remember happy customers
influence 9 others. Unsatisfied
customers influence 17 others.

17. If you stay vigilant you
ensure your business’ focus
is always on the positive &
your positive reputation
will stay at the forefront.