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Reputation Management

Your brand’s reputation is one of its most valuable and important assets. Consumers have the power and ability to perform research and leave reviews about their experience. So a poor online profile can have a direct affect on your ability to generate new business. With this in mind, it is imperative to control the online profile of your business.

Consultus Digital is one of the leading reputation management agencies in Toronto, specializing in creating and maintaining meaningful relationships between your brand and your customers.


Chalkboard showing feedback for online reputation management

What Is Online Reputation Management?

Online reputation management refers to the maintenance and care of a brand’s digital presence across all platforms.

Online reputation encompasses a lot of things in this day and age. Previously it might have only referred to fringe online review sites or a brand’s website, but it now includes:

  • Social media profiles - Twitter, Instagram, LinkedIn, Facebook, and more.
  • Reviews - on Google My Business, Social media, specialised review websites such as Yelp, BBB, or Trip Advisor for instance
  • Third Party Websites - Outside news sites or web properties that are talking about your business.

With 93% of consumers saying that online reviews impact their buying decisions, generating high quality, positive reviews has never been more important. In addition, consumers now want to see brands more as people than faceless corporations and sharing content that is not overly “salesy”. This has made a well curated digital presence essential in maintaining an effective online reputation, as it gives brands an opportunity to connect with their audience on a deeper level.


How Does Online Reputation Management Work?

Online reputation management involves generating positive brand sentiment and engagement with consumers, as well as responding to negative interactions and trying to fix them. This is done primarily through three different avenues:

Social Media Management

Social media is one of the most powerful tools at a brand’s disposal in the modern market. These platforms give brands the opportunity to share related content without it appearing too much like traditional advertising. It also gives consumers to have a two-way conversation with brands - something that was impossible a short time ago. Through effective social media management, content marketing, and review solicitation, these every day interactions can add up to create a powerful voice of trust to promote your company.

Review Generation

Online reviews are some of the most powerful and important interactions you can have with your customers. Google, Facebook, TripAdvisor, and Yelp all show user generated reviews and attribute a star rating to businesses based on this feedback. This can have a huge impact on whether a potential customer converts or not, as consumers are now used to doing significant amounts of research on a brand before they hand over their money. Getting customers that have had a great experience to leave a review can be difficult, but a good online reputation management campaign should make this a top priority.

Responding To Customers

While it is always great to get a positive review, a negative review can be extremely damaging to your online reputation. One of the key components of online reputation management is finding these negative reviews or comments and responding to them. A carefully worded response that aims to correct whatever wrong the customer feels they have experienced can go a long way in turning a negative experience into a positive one, and it shows future potential customers that you listen to feedback and care about your customers.


Why Is Online Reputation Management Important?

With more and more consumer-brand interactions happening online, online reputation management has never been more crucial to business success.

With the vast majority of Canadians now active on at least one social media platform every month, brands ignore managing their social media presence at their own peril. By posting content that is complementary to your business, you can become a thought leader in your industry, and become a source of trust. With the right content and engagement, you can foster brand love while creating a support system both online and in real life. In addition, implementing an effective review generation campaign can help give customers the little nudge they need to leave a positive review on your platform of choice. Getting enough positive reviews can help boost your SEO efforts and drive more customers to complete a purchase.


The Consultus Method

The experts at Consultus Digital have years of experience managing online reputations for brands in every industry. We pride ourselves on creating unique content and engagement strategies that help boost our clients to new heights. Every online reputation management campaign we take on follows our unique process.

Detailed Overview

The first step in our online reputation management process involves getting a comprehensive look at every aspect of your online presence, from social media to Google reviews. We take stock of the platforms and interactions you already have, and set up any new accounts that we believe will benefit your online reputation in the long run.

Curated Content

Our team of expert in-house copywriters and designers then create content unique and optimized to each platform. For Instagram, that might be attractive photography that promotes your brand values. For Facebook, that might be sharing your latest blog that answers some relevant user questions. Whatever the online space, we develop the right content to suit the audience.

Effective Engagement

Once your content is live and starting to generate some attention, our experienced social media managers get to work promoting engagement and responding to customers. This can be in the form of comments, direct messages, reviews, and suggestions your users leave on your content. By facilitating a conversation around your brand, you can become more humanised and relatable to your customers.

Review Generation

Reviews have never been more powerful, which is why at Consultus Digital, we focus on generating positive reviews for our clients across all their digital spaces. Through target email outreach and post-sale follow ups, we can improve customer review likelihood and boost your SEO positioning on Google.

Consultus Digital offers comprehensive online reputation management for brands in every industry. Contact us today and allow us to craft a campaign that will boost your customer relationship for years to come.


Online Reputation Management FAQs

Businesses of all sizes can benefit from an expert online reputation management team. Smaller businesses can get in at the ground level and foster brand love from the beginning of their journey, leading to a loyal customer base early on. Online reputation management can help larger businesses take back control of their online reputation, responding to customers and generating positive brand sentiment wherever possible.

The costs associated with online reputation management will be directly proportional to the number of online platforms involved, how aggressive your business wishes to be in generating reviews and engagement, and whether you are dealing with a larger PR crisis. Online reputation management often involves requesting takedowns of negative press coverage, and creating new websites that will appear higher in search results for your brand that paint a positive picture. You might also wish to create new social media profiles to further enhance your online image. Spending between $50,000 to $100,000 on a comprehensive online reputation management program isn’t uncommon, but again, it will depend on your specific goals and needs.

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