We deliver the very best results in online reputation management. Our unique capabilities include unrivaled press connections, world-class digital research and real-time monitoring.
This produces magic results for businesses and individuals around the world.
Examples of our wide-ranging clientele include high-profile doctors, large e-commerce retailers, accountants, diplomatic think-tanks, construction companies, government agencies, hotels and restaurant chains.
Let’s start with the recency factor and for that, we need to back up and discuss why we track scores vs review volume. When businesses started paying attention to reviews, volume was more important. A business might have 50 to 100 reviews on Google and their competition had 5 or 10 reviews. Having a larger volume of lent credibility. That is a much less common scenario today.
Also, review volume has grown substantially across the board, where instead of dealers having hundreds of reviews they now have thousands. This is why your average rating is so important. No prospective buyer will read all 827 of your reviews to see what your customer service is like, the average rating tells the story. Focusing on continued review growth also has become less important because the credibility from 827 reviews vs 881 reviews is likely the same in the consumer’s eye. A “lot of reviews” is still a lot of reviews in either scenario. So once you have a good volume of reviews (across all review sites), the focus should be on improving your average rating. The metric to track for this is the average rating of your recent reviews.
Many dealers focus on their lifetime average, but once you get a lot of reviews, that lifetime average changes slowly, and so lifetime score doesn’t tell you how effective you are at currently improving your score. It also tells you very little about the current state of your customer experience. A good number to track would be a rolling 90-day average score of your reviews. This tracks how the customer experience is trending now, so you can find problems sooner rather than later, but also tracks how your current reputation management efforts are impacting your lifetime score, either increasing it or decreasing it. Your 90-day score is an actionable number you can use to make decisions.
As our graphic so subtly implies, reputation management is a critical element of a successful marketing strategy. Why? Because your reputation is a fancy way of saying credibility. For consumers, credibility translates into trust with your brand and ultimately new, repeat, and referral business. This is what sets you apart from your competitors. A good reputation shows consumers that they are not just a number, it shows that you actually care about them and that inspires trust and confidence.
So how does a business build, monitor, and maintain their reputation online? It all starts with your reviews. According to Bright Local, 86% of consumers read a business’s online reviews and that increases as your target demographic gets younger. 91% Millennials for example trust online reviews as much as friends and family.
By removing or replacing inaccurate and harmful information with accurate and positive content, we turn the tide in your favor. We leverage a data-driven approach, years of successful media relations
and industry-leading search specialists. We also administer take-down requests
and legal notifications where appropriate.
Each case is unique: our cross-sector experience allow us to produce only the best results for our clients. Without elaborating on our entire game plan, we can confidently state that our customers get results!
There is no denying that generating new reviews, week in and week out, is a critical component to a dealer’s business process, but a common misconception is that review count then, should be an important number to monitor. Well, it is and it isn’t. Review count should be tracked, but only to measure one thing: does my review solicitation process work? However, the volume of reviews is not a measure of customer satisfaction at all, and more importantly, it does not tell you how your online reviews are impacting your business. For that, we need to look at your average ratings, and we need to look at these average ratings in a manner that most businesses out there are ignoring: by recency and relativity.
Webcide.com ensure the information about the business is consistent and accurate across the web. Next, we monitor your social networks like Facebook, Twitter, Instagram, LinkedIn, and Pinterest for any mentions so that you can respond accordingly. Lastly, we scan other 3rd party sites like newspapers, blogs, and other sites for any references so again, you can respond accordingly. When monitoring social media and other 3rd party sites for mentions, our AI technology automatically rates the sentiment as either positive, neutral, or negative.
Our Reputation Management program is more than just technology and dashboards. You will also have access to our branding team who can help you determine what the best course of action is based on the issue at hand. Did you get a 1 star review? We can help with that. Our staff will reach out to you to discuss the situation and help you respond appropriately.
The other metric to track with reviews is even more important. I referred to it earlier as relativity, because reputation is a very relative concept. A dealer checks his Google score and sees a 4.2 average rating and might be happy that this meets their “goal”. The reality though is that looking at just that 4.2 number tells this dealership almost nothing about how their reputation is doing and the impact that scores are having on your business. If all the other dealerships in their market average between 4.5 – 4.8 on Google, your score is the worst in your market and almost certainly costing you sales.
However, if all other dealers range between 3.5-3.8, then your 4.2 is by far the best and you are sure to be stealing business from the competition. So when we talk relativity in the review score, we mean tracking your score against the competition. That is what car buyers are looking at and if that is an important metric for them, it has to be important to you. Car buyers are more likely to decide on the model(s) they want to purchase first and then decide where they are going to purchase as the following step. Competitive review scores then are the metric they use to aid in that decision. There are vendors/tools out there that can provide you a competitive analysis of your review scores, but an easy way to track this on your own is with Google maps. To see how you stack up, first go to Google maps and search your city.
Then after it displays your city, click on “Nearby”. Once you do this, the city disappears from the top search box so you can enter the second part of your search. Enter your brand and “dealers”. (ie Toyota Dealers) and click the search button. Now Google displays all those brand dealers in your market along with their review count and score. See how you stack up. If you do not have any competition of your own brand in your market, use “auto dealers” instead and see how you compare to all of the choices a consumer has. Now that you see how your score relates to the competition, this should be your number 1 goal…increase your average scores so you are #1 in your market. That will make you the first dealership to visit or buy from for many shoppers. By tracking both recency and relativity of your review scores, you will ensure that reviews are helping to drive success for the dealership.