Anthony Gaskell, Managing Director, EMEA
In today’s feedback economy, it’s essential to tune in to what customers are saying about your brand online and respond appropriately.
But that’s only half of the equation. Using the right technology, brands can collect and analyse unstructured data for unprecedented insight into the customer experience, and take action to transform that experience to meet the needs and expectations of increasingly discriminating consumers. Companies can harness uncensored customer feedback to reimagine CX through a customer-centric lens.
Indeed, getting your online reputation right can cause more than a few headaches. For multi-location, enterprise-scale businesses especially, the wealth of feedback they generate online can be both invaluable and detrimental depending on whether it is actioned and acknowledged, and in some cases this can be essential for future success.
This feedback, whether it is across social media, specialist review sites, search engines or elsewhere, can help to empower future business decisions, identify issues that may have previously gone under the radar, and lead new customers to choose your brand over that of your competition.
The benefits are clear, yet too many organisations still fail to use the free feedback their customers offer them online. Often this is because businesses lack the necessary platform and resources to monitor, respond and properly manage their online brand effectively.
As a business grows, the number of places online they need to manage typically grows with them, so managing it manually can become almost impossible and the need for software becomes essential.
Reputation.com works with some of the world’s leading enterprise-level brands to help them manage and improve how they look online.
Its industry-leading platform enables brands to see the complete picture when it comes to CX and online reputation management (ORM) by centralising the key areas that a person can engage with and leave feedback for that brand into a single dashboard.
Additionally, through its many patents, Reputation.com is able to offer features and functionality within its platform not available anywhere else, including the Reputation Score, a real-time numerical representation of your entire online brand.
Operating since 2006, when it pioneered the ORM market, Reputation.com continues to lead the industry with the world’s only full turnkey solution for managing online reputation. Reputation.com understands the ORM space like no other business can.
Anthony Gaskell, Reputation.com’s managing director, EMEA, sat down with Business Reporter’s Alastair Greener as part of BR’s Future of Retail campaign, to discuss the ever-growing importance of ORM to multi-site brands. We’ve compiled the key takeaways from this interview along with the testimonial of one of Reputation.com’s customers, Scentre Group – the Westfield shopping centre operator in Australia and New Zealand. Here, Research Manager Michael Scarfe explains how centralising customer feedback helps Scentre Group improve operations and even drive higher retail sales growth.
Find out more about Reputation.com’s extensive platform capabilities by visiting reputation.com/solutions