Repute Administration Consulting
How would you feel if your conversion rate increased 120 percent?
Research from Uberall shows that companies who move their overall rating from 3.5 to 3.7 stars see conversion growth of 120 percent. If your review score increases by 0.1, you can see a 25 percent increase in conversion rate!
If you are familiar with reputation management, you will understand the impact it can have on your business. When you're like most business owners, you are unsure how to effectively build, protect, and use your reputation.
Reputation management solves this problem.
Reputation Management Consulting gives you an actionable plan that shows you how to build, protect, and improve your reputation.
7 Ways A Reputation Management Consultant Can Help Your Business Grow
When most people think of reputation management, consulting isn't the first thing that comes to mind. Most organizations automatically assume they have the skills and training they need to manage their company's reputation on their own.
A lot of people think it's just about getting reviews.
Ask your customers to write reviews for you on Yelp or Google Reviews and your reputation will grow automatically. It's quick, simple, and easy, and it works to a certain extent.
But it is not enough either.
This is why you need reputation management advice. With the right support, you will:
- Understand the different types of reputation: Counselors can help you see if your reputation is positive, mediocre, negative, or positive and negative. They show you how each impact will affect your business.
- Understand where your reputation is strong or weak: Your reputation management campaigns should start with benchmarks. You need to know where you are doing well and what areas need improvement. Your advisor should be able to prioritize the areas in your company that need your attention first. Do you need to improve product quality? Or should you focus on improving customer service first? Which review platforms have the greatest impact on sales? They should be able to answer these questions and provide you with a plan to follow.
- Know How To Build Your Reputation: They build your reputation in a number of ways – product and service quality, customer service, awards and accolades, financial performance, results achieved for customers, etc. They point out details that are obvious but missing. If your reviews are positive but your customer service is bad, eventually they will catch up with you.
- Identify the tools, resources, and people you need to build your reputation. Do you need third-party review management tools? Do each of these tools require credentials? They should provide you with a list of the items you will need to successfully run a reputation management campaign.
- How To Use And Improve Your Reputation To Grow Your Business: Most companies that understand the value of reputation management focus their attention on getting reviews. Not sure what to do with the reviews when they have them. Your advisor will show you how you can use your reviews to attract more customers and reduce advertising costs. They should also provide you with a plan that uses your reputation to increase your conversion rates and earnings.
- Have What You Need to Protect Your Reputation: Your company can take all the right steps and still has a bad reputation. Blackmail through bad reviews, fraud by competitors, bad customer behavior, social or political missteps, and general crises are all issues that need to be addressed and prepared.
- Know How To Fix Your Reputation: Your advisor will provide you with a crisis management plan that will address major or minor issues, and will provide you with a recovery plan that can help you bring your company back from reputational disasters. Your advisor will give you a realistic time frame.
In these areas you need an advisor to help you.
Getting started with a reputation management consultant
The advisor you choose can help you get started with the elements you need on time. But it is better if you are prepared and ready to work. Here is a list of the items you want to prepare in advance.
- Set goals, objectives and KPIs for your campaigns: These will most likely change once you consult your advisor. However, you want to have an idea in advance of the goals you are looking for. Focus on internal and external goals. For example, an internal goal would be to improve the customer ratings of customers you contact by phone, live chat, or email. An external goal would be more four- and five-star reviews on Yelp or Google.
- Choose a contact person and a team This is responsible for review management. Typically, Marketing, Customer Service, or Sales are responsible for review management. You want to choose a single department and team and give them the decision-making power and autonomy they need to manage your reputation.
- Create a governance policy: You want to identify the people who are working with your advisor to implement the changes they are recommending. You also need to establish legal guidelines that define what your team should respond to, when to respond, and how to do it. It can be so easy to decide that you will respond to all of the reviews. This will likely change a bit once you have your advisor on board.
- Create and request all of your review profiles: Make a list of the review sites in your industry. Create an account for the mainstream, niche, industry, and specialty sites. If you need to create an account specifically for your advisor, prepare well in advance.
- Share login information and access: Your advisor may ask you to access third party tools (e.g. Google Analytics). If you use third-party review management tools, they may request access to them as well. Depending on the consultant you choose, they may also need access to content management or web development tools.
- Define reporting requirements: You want to set guidelines for your campaign reports. How often do you want your advisor to provide you with campaign updates and reports? Who should receive these reports? Owners and management, in addition to the team responsible for reputation management?
Your reputation management advisor will tell you what it takes to get started. However, it is always best to be prepared in advance.
Measuring the ROI of Reputation Management Consulting Services
Measuring the ROI is one of the biggest hurdles in consulting. Research by Consulting.us points to ROI as a problem. They found that 27 percent of the companies surveyed refused to hire consultants because it was too difficult to measure ROI.
This doesn't have to be an issue holding you back from hiring a reputation management consultant. In fact, you already have the information you need to measure reputation management ROI. If you have set goals and KPIs for your campaigns in advance, you already have what you need to measure your ROI.
Work with your advisor to pre-calibrate your goals.
You want your advisor's help with the goals and KPIs that you have set with your team. Your advisor should be able to tell you at the beginning of your campaigns whether your goals, objectives and KPIs are realistic and realistic.
If your goals are not realistic, your advisor should be able to explain why.
If they are realistic and you both agree with the goals you set, measuring your ROI is easy. Just refer to the goals you set at the beginning of the relationship, and then make sure your counselor has helped you achieve those goals.
This is a simple and easy way to ensure you are getting the ROI you need to be profitable.
4-point checklist for finding the right reputation management consultant
Choosing the right reputation management consultant doesn't have to be complicated or difficult. You can go through the verification process just like any other consultant or professional. You outline your values, expectations, and requirements in advance. Then you will find the providers that match your criteria.
Here is a shortlist of the criteria you can use.
1. An excellent reputation
Your reputation management advisor should have a great reputation in the industry. There should be no questions about their legitimacy or doubts about their integrity. If a consultant has a lot of negative reviews, bad feedback, or concerns about their standards, then they are not a fit for your company.
Check for customer feedback on public websites, forums, or social media. There should be a 5 to 1 ratio of positive to negative feedback about their business. Ideally, you're looking for a great mix of reviews, positive feedback, and buzz surrounding the online business.
2. A proven track record
Your advisor should be able to provide you with case studies, testimonials, or references. You want to hear from customers directly. You're looking for evidence that shows you:
- How they work
- The problems they solved
- The results obtained
- The way they served their customers
These details give you plenty of materials to work with. Some reputation management companies may write case studies where they hide and ignore their customer information. Ask your advisor to provide you with a sample or two of clients who decided to share their story. This makes it easier to do basic fact-checking when something doesn't sound right.
3. Your plan for your campaign
A great advisor can give you a complete picture of the strategies and tactics they are using to improve your reputation. They should detail their plans and cover important details such as:
- The content they create for you
- How They Plan to Improve Your Reputation (with Details)
- Who to ask to write about your company
- How to get others to talk about your company
- How they respond to reviews and feedback
- Your Approach to SEO
- Whether or not content will be shared with you before it is published online
You should be open and completely transparent to you about your campaign. Everything else is a serious red flag. If your advisor does something on your behalf, they need to be transparent about their work to you.
4. They answer your questions
You should be able to ask your advisor important questions about your campaign. They should give you clear answers to each of your questions and concerns. Here are some questions you might want to ask your advisors beforehand.
- Will you see the content they post before it gets published?
- Do you have experience helping other customers in my industry?
- How would you react to a legitimate angry customer?
- How are you going to improve your reputation?
- How will an improved reputation achieve your goals?
If the counselors you are considering refuse to answer your questions or they evade, it is likely a good idea to choose another counselor.
Expand these criteria and add the details you want as needed.
Reputation management has a huge impact on your company. If you're looking for a consultant to help you with your campaigns, you probably already know this.
When most people think of reputation management, consulting isn't the first thing that comes to mind. Many companies aren't interested in hiring consultants because they don't know how to measure ROI. Organizations often assume they have the skills and training they need to self-manage their company's reputation.
Use this guide to find the reputation management consultants you need. First, select your values, expectations and requirements. Then make a list of consultants who fit that list. The counselors you find can help you achieve your goals.