Managing local reviews at scale: A guide for multi-location brands

Introduction

Your brand’s success is intricately tied to its online reputation, a significant portion of which is built and maintained in your local reviews profile for each location. Online reviews help brands build trust with potential customers and can heavily influence purchasing decisions.

In fact, a recent Rio SEO study revealed online reviews are somewhat or much more trusted than personal recommendations for 35% of local consumers, and their value extends beyond conversion. Reviews also have a direct impact on the visibility, credibility, and conversions of each location, ultimately affecting each customer’s experience and your brand’s overall profitability.

Review management can make monumental waves in a business’ bottom line, however, managing and ensuring a timely response to customer reviews across hundreds or thousands of locations is no easy feat. Customers can post reviews across various global, local, niche, or industry-specific rating and review sites. And to complicate matters, industry-specific concerns add complexity for many brands, such as those in financial services and other highly-regulated industries.

How can you effectively monitor all this user-generated content and activate the insights gained at the scale multi-location global brands require?

The solution lies in establishing the right mix of brand control with input from the local level.

Brands must have the technology, people, and processes in place to collate reviews from across the web into one easily accessible dashboard, receive near real-time alerts when new reviews trickle in, and respond promptly in ways that foster trust, respect, and brand loyalty.

This ebook will off you valuable insights and expert guidance on managing your multi-location brand’s online reputation efficiently through automation, reducing errors, and maximizing responsiveness. We’ll explore how local reviews drive conversion rates and sales, the impact reviews have on local search rankings, strategies to get more reviews for each location and solutions for managing review responses and analyzing sentiment at scale.

1. Boost your visibility

Your brand’s success is intricately tied to its online reputation, a significant portion of which is built and maintained in your local reviews profile for each location. Online reviews help brands build trust with potential customers and can heavily influence purchasing decisions.

In fact, a recent Rio SEO study revealed online reviews are somewhat or much more trusted than personal recommendations for 35% of local consumers, and their value extends beyond conversion. Reviews also have a direct impact on the visibility, credibility, and conversions of each location, ultimately affecting each customer’s experience and your brand’s overall profitability.

Review management can make monumental waves in a business’ bottom line, however, managing and ensuring a timely response to customer reviews across hundreds or thousands of locations is no easy feat. Customers can post reviews across various global, local, niche, or industry-specific rating and review sites. And to complicate matters, industry-specific concerns add complexity for many brands, such as those in financial services and other highly-regulated industries.

How can you effectively monitor all this user-generated content and activate the insights gained at the scale multi-location global brands require?

In this e-book we’ll reveal how multi-location brands can boost their online presence with a comprehensive online reputation management strategy. We’ll also explore:

• How to reinforce positive local customer experiences with a dedicated review strategy
• How to improve brand experiences with enterprise-level review solutions
• Monitoring and measuring online conversations about your brand
• How to keep the reviews coming