Get More From Ratings and Reviews

It’s no secret that branding today is now a shared venture with your customers. Monologues are now dialogues and this becomes an extension of your brand. The key isn’t controlling it, but rather engaging in it. Although, how do you know where and when your customers are talking? More important, what they are saying? At Smartfinds, we help you stay on top of the dialogue and manage your brand’s reputation.

Managing customer reviews is less about the urgency of negative reviews from the few dissatisfied customers and rather the ongoing procurement of positive ratings and reviews from the majority of satisfied customers. Thus the negative ratings are more likely to be less relative and ensure your average overall star ratings are kept high.

ComScore’s Local Usage Study (2011) shows half of social community searchers select a local business based on other consumer ratings and reviews. If you do not have a review strategy, the decision is being made for you; it is a necessity that you can ill afford to be without, so you must get into the game.

• Research and identify your customer’s ratings and reviews

Our marketing team scours the web to find the touch points, local search, web directories, social media sites, and other web channels. We then organize these for you in a way that is manageable to help you stay on top of what is being said and stay actively engaged with your local customers.

• Create strategies on how to manage and respond to negative reviews

It’s not about whether a customer will post a negative review. It’s when and where it will happen. While many brands have ignored negative reviews for various reasons that can be as innocent as not knowing they are out there, negative reviews can cause problems for a brand’s reputation if not managed properly. At Smartfinds, we can help alert you to negative postings and managing these situations.

• Provide regular updates of customer ratings and reviews

Customer ratings and reviews can pop up in many places beyond Google and it can be a challenge keeping up with where you will find them, not to mention that if you have several local markets you are managing, it can be a time intensive activity. We take this off of your plate and make it manageable, providing you regular reports and an assessment of what customers are saying about your brand.