There is more to a business than providing great products and services—customer perception is important too.
Brand reputation is a valuable asset for any company trying to succeed and build its customer base. In this era where perception is reality, how potential customers view a company and its products, impacts sales massively. This makes online reputation management services more critical than ever.
For brands online, there are multiple avenues that can pose a threat to their reputation. This may be in the form of a negative review, damaging comments, an unhappy blogger, negative news coverage, or an unfavorable discussion on a popular forum.
The majority of people look for reviews before deciding on a brand for purchase, and human nature has always caused the negative information to spread faster than positive. To ensure brands don’t lose their years of hard work on a single Google result and their customer base to their competitors, opting for online reputation management is inevitable.
At Matrix Bricks, we offer effective online reputation management services that ensure your customers, employees, and critical stakeholders develop a positive perception of your company. Our experts develop innovative strategies using a combination of SEO, digital marketing, and public relations strategies that cultivate the best possible online reputation for your brand while also reducing the effect of any damaging reviews or posts that have been put out.
As stated earlier, boosting brand perception and favorable brand awareness among customers is a primary reason for seeking ORM for your business. Other benefits include:
Google is more likely to rank brands that have a positive online reputation for a search than those with larger negative reviews. This allows brands to boost brand visibility, and possibly conversions, by getting ranked in relevant searches.
customers with an intent to buy tend to look for brand reviews and user experiences before finalizing a purchase. During this process, all it takes is one negative review, for a customer to shift to a competitor. Through effective online reputation management, brands can ensure customers come across only positive reviews which motivate them to complete their purchase.
Repeat customers cost less than acquiring new customers and offer a business tremendous value. By creating a good online reputation, brands can maintain better relationships with their existing customers. Along with highlighting positive reviews, deftly managing negative experiences, help boost brand credibility and engagement, thus enhancing customer loyalty.
Online reputation doesn’t just impact the brand but several critical aspects related to it. This refers to employees, stakeholders and investors. A company with a positive online reputation is far more likely to draw the attention of valuable employees and investors than one with a negative reputation.
Matrix Bricks offers reliable reputation management services for brands and businesses that help them get and remain in the spotlight for the right reasons. Our experts ensure that online customers find the most favorable content relating to your brand for every search, with services like :
You get to listen to your customer's voice on the online web, Social Media, and a lot more with our tools. This enables you to engage with them and make them happier
You also get real-time Market Intelligence that helps you Fine-tune your strategies and make valuable business decisions
With great dashboards and smart suggestions, you can understand the sentiment, share of voice, media type, classification, influence, demographics, and campaign insights.
Lastly, you can see how you are faring against your competition. This will help you in understanding what is and isn't working for them and position yourself accordingly.
Utilize conversations as tickets and get a detailed overview of the customers and their queries in terms of history, analytics, followers, and influence, on your brand
Get the flexibility to check with external teams who are not a part of the tool about responses through email escalations by adding the conversation details. You can also auto-assign queries to appropriate users/groups based on the rules you define, thus reducing time.
Get a complete view of all the tickets that are at various stages of resolution, check TAT scores, and identify areas that need more action. Measure the impact by analyzing the difference in sentiment based on your efforts.
Ensure your agents are empowered to respond to and resolve queries in a timely manner with workflow and automation such as queuing, ticket history, auto-assignment, classification, draft templates, etc.
Track and measure Agent performance with various TAT reports and SLAs to identify the hits and misses and take the right actions that boost agent productivity
Acquire a holistic view of the customer, by having all your customer query data points, including web and social, query history, details, etc, in one place and use this information for better CXM.
Get a comprehensive and holistic view of your brand's perception and performance in terms of customer experience management and marketing with our exhaustive 700-plus charts covering various aspects of listening, social media analytics, competitor analytics, and agent performance reports
Avail Smart Suggestions In simple plain English and the right pictures that break down complex metrics. This helps you understand what has worked for you and get suggestions on what will work for you with AI-powered smart suggestions
Derive a comprehensive Content Strategy with all your insights in one platform. Identify trends, pain points, hits and misses, moments when your audience is active, and much more to quickly shape align messaging into consumer-relevant and engagement-driven.
Easy and effective Social Media Management that allows you to publish or schedule posts across multiple channels and multiple accounts, simultaneously, while also previewing them on different devices and checking them out on a content calendar for a 360-degree view of all your posts
Streamlined approval process by using the approval-rejection feature that ensures the right and correct content goes live on social media channels, facilitating easy collaboration between brands, agencies, and teams for the right representation of the brand
Creative Asset Library that helps you Pre-save all your content, including text and media. You can easily pick them up for publishing and scheduling, giving your design and content teams the flexibility to plan and execute your campaigns and festivals.
Send Csat-Customer Satisfaction Surveys that are linked to your customer care module and learn from your customers about the agent's performance that help you determine If your customers are really satisfied
This of course links back to Social Listening that helps you get the best ideas from those who matter the most—your customers. Analyze all insights in unified dashboards with classifications created for social listening.
Expand your market research capabilities to keep track of your brand, test your ideas, or get a gut check with your target audience. Share learning across your organization.
Create customized dashboards for various stakeholders by simply dragging and dropping charts from the chart library or charts created from BI tools. You can also bring in your external data sources to create dashboards.
Create your own charts of any type using advanced features such as pivoting, and defining your own filters, columns, dimensions, and measures, which are completely tailored to your needs
Flexible reporting with shareable and collaborative dashboards and charts with the ability to add your own notes or inferences. You won't find the need to download data in excel spreadsheets or make ppts. Save time and share live dashboards.
Create your own themes to match your brand colors. Or define chart colors to match the brand and competition. Use various color palettes to make visually stunning dashboards.
Ensure you are aware of any impending crisis that could affect your brand by using keywords, hashtags, and other parameters such as follower count, to monitor situations that can lead to crisis.
Once you have defined the parameters to identify crises, you will get real-time alerts based on these. You can ensure that you don't miss out on these notifications by choosing to be alerted on mobile apps and/or email.
Take action by preparing a crisis management and mitigation plan. Look at analytics and data and respond to queries in real-time and use workflows to enhance their productivity and TATs. To counter crises, identify and mobilize influencers.
No. while SEO is an important part of online reputation management, there is a lot more done here. Our experts strategically focus on the right content to get ranked using SEO while also mitigating the visibility of damaging content.
While good online reputation management can bring you a lot of benefits, poor reputation management can be highly detrimental. Negative reviews and unfavorable online perception can lead to poor visibility due to lower search engine rankings, poor customer engagement, fewer conversions, lack of brand credibility, and loss of high-value investors and employees.
No. To ensure your brand continues to enjoy the spotlight favorably and leverage it for higher conversions, constant monitoring is a must. This further becomes important during times of crisis when customer expectations are high from a brand.