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How to Master Online Reputation Management

February 19, 2018

Building a strong online reputation is more important than ever. A Harvard Business Review study revealed that a one star difference in a typical online business profile average rating can lead to a 5-9% difference in revenue. But how can you influence customer feedback and proactively manage your online reputation?

Step 1: Listen to Your Customers

Your customers are the best source to discover how to make improvements to your business. Establish a system to listen to and engage with what your customers are saying about you.

Step 2: Target Relevant Review Websites

Refine your monitoring process focusing on the review websites that matter most to your target audience. To help you plan an appropriate reputation management process, know which review sites are most influential.

Step 3: Gather Customer Feedback

Don’t leave the review process to chance. Request customer feedback from online and offline customer touch points. Be:

  • Creative
  • Polite
  • Direct

Step 4: Share Your Customer Feedback

Positive customer reviews make excellent marketing content. Make sure to publicly thank customers for their time and comments. Social media profiles are an ideal place to share your customers praise.

Step 5: Learn and Improve

Learn from negative feedback and make improvements. Your reputation will be enhanced rather than damaged by poor reviews when you respond quickly and positively to bad reviews.

Customer feedback has become a key factor in customers buying decisions making online review sites popular. Take steps to manage your online reputation and gain marketing advantage.

Get in touch, if you’d like help establishing a process to:

  • Listen
  • Gather
  • Share reviews
  • Improve your online reputation

WSI was founded in 1995 and is an innovative digital marketing agency with offices in over 80 countries. We’ve spent over 20 years helping more than 100,000 companies and large global brands unlock the full potential of their business by leveraging the Internet and its many unrecognized opportunities. We’d be happy to help do the same for you and consult on your digital marketing strategy.  Simply give us a call or get in touch with us at to learn more.


About the Author

Rick spent 20 years in the insurance industry in finance, primarily developing reporting platforms for B & C stakeholders.   His ability to speak to consumers of data (managers and analysts) and translate their needs to programmers led him to start his own digital marketing agency in 2004 to develop data driven solutions for business owners. 


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