Reputation House: Management of a Brand’s Reputation Through Working with Negative Customer Reviews

The success of a business depends on many factors: correct pricing policy, product quality, professionalism of employees, organization of marketing campaigns, and much more. But even if you work competently in all these areas, your company may face a serious problem: a negative reputation. Your ads might be exciting and attractive and your product may be excellent, but customers will still read about you on the internet before purchasing. If they encounter negativity, the likelihood of buying will decrease sharply.

It’s a fact that people now trust opinions in the online space for recommendations as much as they trust their loved ones, so we spoke with the agency Reputation House about customer reviews. The team presented some interesting statistics:

• 86% of consumers were deterred from completing a purchase due to encountering 1 or 2-star reviews.
• Online negativity was a reason for not purchasing for 60% of consumers.
• For 85% of consumers, online recommendations are just as valuable as those from the people closest to them.
• People tend to talk about bad experiences more often than good ones—the ratio is 15:11.

Reputation House: What Negativity on the Internet Can Lead To

A damaged business reputation in the online space:

1. Becomes the reason for refusing to make a purchase, because it is safer to buy a product from a trusted company with a good image.
2. Leads to a loss of trust on the part of potential partners who do not want to cooperate with a dubious organization.
3. Affects the HR brand, since applicants simply will not want to work in such a company.

Aside from customer reviews, Reputation House considers competent management to be the most effective way to solve all of these problems.

Having formed a positive reputation, you can:

• Attract new clients and bring back former ones.
• Improve sales conversion, thereby increasing profits.
• Become attractive to counterparties, which will allow you to sign profitable contracts.
• Attract and retain qualified employees.

This agency brings a wealth of experience beyond just managing customer reviews—Reputation House has been helping clients with their online image since 2010. It has representative offices in 8 countries and employs more than 200 people. In addition, its specialists have developed a unique monitoring system called IQBuzz—a professional tool for analyzing and keeping track of reputation in online media and social media.

Over the years, the company has implemented more than 1,000 successful cases, including cooperation with brands such as KIA, Acronis, Mercedes-Benz, and more. Its team has achieved good results in working with media figures and medium & small businesses in various industries. Thanks to a history of consistently reducing online negativity for their clients, they have seen a constant growth in customers and projects. With Reputation House, customer reviews and other information on the Internet are taken under complete control. Thus, the tone of search results changes from negative to positive.

What Methods Does Reputation House Use?

When discussing image management, Search Engine Reputation Management is often the preferred method. Reputation House frequently utilizes SERM to control the top 10 search results. Statistics show that 95% of people only review information on the first page of search results, which is why their efforts are concentrated there.

Reputation House’s SERM tools allow you to displace negativity from search results by publishing articles, reviews, comments, biographies, etc. As a result, potential buyers will see verified and relevant content about your company and products. Regarding negative reviews, Reputation House rarely resorts to deleting them, and any issues are mostly resolved pre-trial through communication with resource owners.

Here are some ways the agency manages online reputations effectively:

1. Monitoring and working with mentions. When someone mentions your brand, products, or services on the internet, the monitoring department will immediately know about it. The information is transmitted to the response department, whose employees work with objections and neutralize competitors’ attacks. Also at Reputation House, they refute customer reviews that are negative and support those that are positive.
2. Guerrilla marketing. This is a budget advertising tool that allows you to quickly distribute some necessary data online. Influencers communicate with audiences interested in your product on various platforms. In the process of live dialogue and discussions on social networks and forums, discreet, unobtrusive promotion of your product occurs. Reputation House specialists work in the field of guerrilla marketing very carefully, according to a pre-developed scenario, in order to make sure the material is presented organically.
3. Formation and promotion of positive content, including photos and videos. This is where content, tone of voice, and volume are agreed upon with the customer in order to present information about you in the most favorable light. Content optimization is also carried out: the work of SEO and Reputation House SERM specialists makes it easy to promote your brand to the top 10 search results and support it using various promotion tools.

Concluding the conversation, the Reputation House team emphasizes that a positive business reputation does not just increase the value of a company, but significantly increases its profits. Products from a well-known brand with a good image will cost more, and buyers will prefer them to products from unknown brands. Consider this: increasing your Yelp rating by just one star increases a company’s profits by as much as 9%. So it’s worth taking control of the online space now, and the Reputation House agency can help you achieve the desired results.