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Online Brand Reputation Monitoring

A lot of our clients are interested in monitoring their online brand reputation.  Usually what this request really means is, “we want you to take down every bad review that appears.”  While that isn’t exactly possible and goes counter to the intent of community review sites, it is possible to stay on top of your online branding.

Brand Reputation ManagementTo begin with, for major review and social media sites (the ones you should have set up yourself and be in control of) it’s easy to set up notification settings to keep you abreast of the discussion.  You can get emails from Yelp and Angie’s List when a review is written, same with Google +.  On Facebook you can even review posts to your wall before they go live.  The same goes for YouTube.  With Twitter, you’ll know if someone tweets at you or mentions you.  And if they tweet about you without including your Twitter handle, then only their 7 followers will know about it anyway.  Not a big deal regardless of what they have to say.

The key then is responding to reviews.  If you got a great review – thank the user for leaving it.  If they left a bad review – follow up.  You can make an additional offer, explain why the bad review is wrong, give your perspective on the issue.  This shows potential customers that you’re involved in your online reputation and interested in what clients have to say.  They see that even if someone did leave a bad review – you’re trying to make the situation right.

The next step for tracking your online branding is setting up a Google Alert.  Of course we realize there are other solutions for this – many of them are paid and look a lot shinier than Google Alerts.  But, it’s not going to be a foolproof situation regardless of what you go with.  So if Google is trust worthy enough that we let them handle our website analytics, our PPC campaigns, our on site advertising and our web searches – we trust them to handle our alerts.  Let’s be honest, Google is the internet for most practical purposes.

So set up a few alerts for your company name, names of employees, things that might crop up in a comment or a review that you haven’t set up a notification for. Remember for a common name you could get hundreds of irrelevant Google Alerts everyday. If you need help crafted a more selective Google Alert using regex techniques give us a call.

Of course, here’s where things can get murky.  Reviews and comments aren’t always easily indexed, and certainly they aren’t always indexed immediately.  Sometimes a review from some obscure site will crop up on your Google plus page two years after it was originally posted!  But, it’s not worth losing sleep over.  If you’ve set up alerts, notifications, and you’re responding to your customers – you’re doing it right.  You’re going to know about any comments and reviews that are left on the sites that matter.  You can’t lose sleep over the brand mentions that fall through the cracks. Some of these more obscure mentions and/or reviews that we can find have never referred a website visit from a relevant customer in years.

However, it is also possible that a comment or review on a site you don’t have control over can appear in the search results for your business.  Worse yet, that bad review can be one of the top 10 results for branded searches involving your company name!  While getting those reviews deleted isn’t always possible (though you might as well contact the website and find out), it is possible through the SEO practice of ‘stacking’ or ‘grinding’ to boost other web references to your site enough to push that bad review out of the first page of results.  By creating the social media accounts we mentioned earlier and responding to customers through them is a good first step in getting this process going – it takes a bit more work to get things to appear on the first page of Google results.  For more advanced search engine optimization like this, we’d recommend you drop us a line or give us a call so we can discuss how we’d be able to take care of this for you.  Once you already have a bad review you need to grind out of the top ten, it’s important to not make any false steps in the process so you can deal with the problem as quickly as possible.

Hopefully this brief overview of online brand reputation monitoring has answered a few of your questions.  But really, the best solution is to focus on giving your customers the best possible experience. Happy customers make the whole brand management and SEO experience a lot easier.


  1. Roxanna
    May 7, 2014 9:17 pm | #1

    Hi, yeah this piece of writing is actually pleasant and I have learned lot of things about reputation monitoring.

  2. Carol Moses
    March 20, 2015 6:57 am | #2

    I rarely drop responses, however i did some searching and wound up here Brand Reputation Monitoring – SlickRockWeb Inc..
    And I actually do have a couple of questions for you if you don’t mind.
    Could it be simply me or does it look as if like a
    few of the comments look as if they are left by brain dead individuals?
    :-P And, if you are writing at other online sites, I’d like to keep up with everything new you have to post.
    Would you make a list of every one of all your communal pages like your twitter feed,
    Facebook page or linkedin profile??

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