Does your business have a consistent and solid online reputation management (ORM) system across your service locations?
In this internet-driven business landscape, monitoring your online reputation is crucial to gain valuable customer insights and achieve success. However, it takes careful planning and a systematic approach to implement and maintain a robust enterprise reputation management framework.
Enterprise-level reputation management offers a unique set of challenges for franchisors and franchisees. To maintain a high level of customer engagement and satisfaction across multiple locations, you must set high standards and clear guidelines on executing online business reputation management strategies.
In this post, we discuss everything you need to know about:
• The importance of reputation management for franchises
• Major consequences of having a poor online reputation
• Keys to a successful enterprise reputation management
Protect your enterprise and build lasting customer relationships with reputation management for multiple locations.
Why Enterprise Reputation Management is Significant to Online Success
Even before the internet era, your enterprise-level reputation management already dictates your company’s success. As the business world continues to adopt digital innovations, franchise reputation management becomes even more integral to business growth. Here’s why:
1. Customer Feedback Shapes Consumer Perceptions of Your Brand
With improved access to information, consumers have become more empowered to share their brand experiences and influence other people’s buying decisions. As a result, beyond consuming products and services, customers have also become critics.
While the digital revolution has provided additional power to consumers, it has also made reputation management for franchises more complex. This is because a single negative online review can quickly create a snowball effect that leads to a full-blown reputation crisis.
A trustworthy enterprise reputation management company can help you bounce back from these negative reviews and even utilize them to your advantage.
2. Successful Digital Marketing Strategies are Built Around Strong Online Business Reputation Management Tactics
A Salesforce report shows that 76 percent of customers expect companies to understand their needs and expectations. This means that without proper awareness of your consumer demands, they are highly likely to take their business elsewhere.
Franchise reputation management involves review monitoring, which allows you to keep track of your brand mentions and online reviews on multiple platforms and locations. By gaining access to customer feedback, you can rebuild your digital marketing strategies around valuable consumer behavior insights.
3. Companies that Provide Great Customer Experience Outmatch Competitors on the S&P 500 Index by Nearly 80%
The S&P 500 is a stock market index that measures the performance of 500 corporations in the United States. According to a study conducted by Qualtrics, organizations that create a positive customer experience are able to foster a loyal client base and acquire positive word-of-mouth referrals.
With reputation management for multiple locations, you can leverage review generation services to encourage your best customers to engage in online conversations about your franchise. More importantly, enterprise-level reputation management allows you to identify your marketing gaps and develop better ways to improve your brand offerings and customer support.
4. Customers Prefer Personalized Brand Interactions
The same study conducted by Salesforce revealed that 84 percent of consumers indicate personalization as the key to winning business. This means customers want real brand interactions, not automated review responses.
Reputation management for franchises can fall short if you do not have a cohesive review response publishing plan. More than simply being polite to customers, you need to ensure your review responses are professional and in line with your branding.
A centralized enterprise reputation management system is a great way to support your marketing efforts. It allows you to provide clients with authentic responses, settle unresolved customer issues and call more attention to your business’ unique value propositions.
5. Optimized Reputation Management for Multiple Locations Boosts Search Rankings and Increases Brand Credibility
Online reviews are classified as user-generated content (UGC), which serve as important ranking factors in search engines. According to a report published by Moz, online review signals comprise approximately 15.44 percent of what gets you in the Local Pack and about 6.47 percent of your local search rankings.
Customer reviews have significantly shaped search algorithms. By investing in online business reputation management, you establish a rock-solid foundation for your franchisees’ digital presence. Additionally, you attract high-intent customers within your target locations.
Enterprise reputation management offers numerous opportunities to correct your business impressions and build your thought leadership brand. Create sustainable business development practices and take a proactive approach to rebuild your brand reputation.
How Poor Reputation Management for Franchises Impacts Your Business Growth
Enterprises with a strong online reputation attract customers who are more likely to convert. They are perceived as more customer-centric and value-driven compared to businesses with poor brand images.
Substandard online business reputation management, on the other hand, can result in:
|• Lower customer engagement||• Disgruntled customers|
|• A decline in search rankings||• Reputation-reality gaps|
|• Reduced leads and traffic||• Damaged brand equity|
|• A significant drop in sales revenue||• Employee retention crisis|
|• Damaged enterprise reputation||• Loss of trust|
Don’t let this be the case for your multiple-location business. Build a positive franchise reputation and increase your brand value in the online community.
Safeguard Your Business with Tailored Enterprise-level Reputation Management Solutions
Technological innovations are raising consumer expectations at a breakneck pace. Today, customers expect first-rate brand experiences –and this starts with a well-founded enterprise-level reputation management system:
Enterprise Reputation Analysis
The first step in strategic reputation management for multiple locations is to determine your brand’s strengths, weaknesses, opportunities and threats (SWOT). What are customers saying about your brand? Which franchise has the highest ratings and reviews and why is this the case? What is your search ranking for each target location?
Performing in-depth industry reviews and brand assessments allows you to determine areas of your business that require immediate intervention.
Strategic ORM Planning and Development
Managing a multiple-location business requires the involvement of your whole network. This means creating and implementing a uniform online business reputation management strategy across your franchisees. Enterprise reputation management also entails preparing your employees to handle all high-level customer complaints and brand concerns.
Reputation Management Software
Whether you have two or 2,000 service locations, managing your online reputation can be complicated if you do not have the right tools. Online reputation management software allows you to keep abreast of your brand mentions from various platforms and launch localized campaigns at scale.
More importantly, review management software gives you access to your customer database, anytime you need it. This flexible data management platform makes review generation and monitoring across locations easier.
Brand Reputation Management
Reputation management for multiple locations involves claiming your business listings, generating positive customer reviews, highlighting good online feedback and dealing with negative customer reviews.
By taking control of your online business reputation, you turn negative reviews into marketing opportunities. Incorporating reviews and client testimonials across your website also shows search engines and page visitors that you value customer experience above all.
Capitalizing on digital marketing services is one way to reshape your customer perception and boost your digital presence. Franchise SEO entails publishing SEO-optimized content that addresses your customer queries and concerns. It also involves providing valuable business guides, posting engaging social media content and distributing unique, high-authority blog posts. In doing so, you establish your industry expertise and trump negative customer reviews on search engines.
Review Generation and Monitoring
Reputation management for franchises allows you to leverage meaningful customer interactions and acquire positive online reviews. By empowering your customers to share their brand experiences, you strengthen your online reputation and gain useful insights.
Monitoring customer reviews also enables you to keep a pulse on your target market and protect your digital presence. Using reputation management software, you can easily track your brand mentions and respond quickly to customer concerns.
Review Response Publishing
Customers appreciate brands that value their time and opinion. As such, you must provide real-time responses to both positive and negative customer reviews. The key is to understand your consumer sentiment, admit your mistake, apologize if you’re at fault and address professional issues in private.
Remember, happy customers do not leave bad reviews. Above all, it is never too late to turn disgruntled customers into brand advocates. All you need is the right franchise reputation management strategy tailored to your niche market.
White Label Enterprise Reputation Management
Online business reputation management can be a taxing endeavor. This is understandable since not all companies have the time, money and resources necessary to maintain brand control. The good news is you can invest in white label reputation management solutions to streamline your business operations.
White label franchise reputation management companies take care of all the technical work for you while you focus on your internal processes.
Put the Spotlight On Your Multiple-Location Business with Rize Reviews’ Franchise Reputation Management Services
Rize Reviews is a trusted enterprise reputation management company in the U.S. We help businesses leverage positive reviews to boost their online reputation and increase profitability.
Our team launches location-specific email drip campaigns to increase positive customer reviews for each of your target locations. We also provide employee training so that your team members know how to deal with customers politely and professionally. Upon signing up for our enterprise-level reputation management service, you get access to a FREE review widget with custom widget settings.
Let us help you gain more business with great reviews! Schedule a consultation with one of our reputation management experts and let’s get your ORM campaign started.