Case Study: Reputation Management
The Truth, The Whole Truth, & Nothing But The Truth!
The Problem
Despite being in business over 50 years and providing excellent customer service to thousands of customers a day, the company had an undesirable online reputation.
This is actually a common problem, since happy customers do not always discuss an experience online – but unhappy customers almost always do!
It only takes a few unhappy customers to ruin a company’s online reputation – and online revenues. Our job was to set the record straight.
The Solution
We deployed several solutions to fix this problem:
- We used advanced search engine optimization techniques to push the negative reviews to the back of the search engine results, making them virtually invisible.
- Then, we created a rewards program and corresponding website. We sent customers a link to review the company on several websites including Yelp and Google (Google Reviews) and rewarded everyone, regardless of their feedback, to be fair and to avoid legal/ethical issues.
- We managed the process of sending out and tracking all rewards so the company had no work to do at all. They just had to watch their reputation climb!
The Results
- The number os company customer reviews increased over 300%.
- The company went from 1 out of five stars to 4 out of five stars.
- As the company's reviews and reputation improved revenues and booking increased.
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