Reputation Management

Cross-platform human responses to public guest feedback.

It’s easier than ever for customers to express discontent in malicious ways. We handle internet warriors and online trolls with respect. We’ll also respond to public complaints on behalf of the brand and forward any important notes on to management.

Platforms

  • Social
  • Google
  • Yelp
  • OpenTable

Satisfaction

  • Dissatisfied
  • Indifferent
  • Delighted
  • Unverified

Engagement

  • Daily monitoring
  • Request reviews
  • Forward concerns
  • Address topics

Delight

  • Reward positivity
  • Encourage media
  • Surprise regulars
  • Playful responses

The Process

Outline strategy

Help us understand your brand voice, how you prefer to respond to critics, and what–if any–perks positive reviewers receive.

Daily checks

We’ll review approved channels regularly, assessing all incoming comments for responses and routing as needed.

Delightful interactions

Connecting with customers online, we post responses to all comments and gather information for management if appropriate.

Optional analysis

If interested, we can do one-time or regularly-scheduled analysis of your reviews to identify trends & common compliments v complaints.