Leveraging Reputation Insights

Topic: Best Practices


How Insights Into The Data From Your Online Reviews Can Impact Your Brand

An in-depth analysis of all the online interactions between your brand and your customers can provide you with data on consumer psychology, your brand’s reputation, and your company’s financial performance. If you know what you’re looking for, you can use the data left by your customers in their online reviews to drive positive change in your company—and impact your bottom line.

Branding is strategic. And now more than ever before, your brand’s image is something constructed not only by your internal marketing department but by your product and service users. The voices of your customers are just as valuable as what your company says—if not more so. Branding is not just something you craft in-house. It’s an ongoing conversation.

And it’s an empowering one.

→ Access Now: Negative Feedback Creates Positive Change [Free Guide]

In evaluating the conversation around your brand, you’ll gain a deep and critical understanding of your company from a customer’s perspective and build an arsenal of products, services, and offerings based on what your clients are craving most. You’ll better understand how your brand is doing in regards to your customers, employees, and other channel partners.

Key Insights: Consumer Psychology And Your Brand

Here are a few key insights you can expect to learn from an analysis of the data in your online reviews:

  • Your brand’s pros and cons: what can be capitalized on? And what can be corrected?

  • What are you doing well that can be improved upon? What modifications would take your brand from good to great?

  • What are you doing poorly? Can you make changes in order to do it better?

  • Are you targeting the right audience?

  • Are there products or services it’s time to cut?

  • What sets your brand apart from your competitors? In the eyes of your customers? And in the eyes of your team members?

  • How favorable or unfavorable are perceptions of your brand?  In the eyes of your customers? And in the eyes of your team members?

  • How would your customers and/or team members conduct a S.W.O.T. analysis of your brand? What are your Strengths, Weaknesses, Opportunities, Threats as seen by those closest to the action?

  • What are your customers’ common emotional responses to your brand or offerings? How deeply are these views held?

Key Insights: The Impact of Online Reviews On Sales

Through analyzing the data found in your online reviews, you can learn specifically how what your customers are saying is tied to sales of your company’s specific products or services. But in case you are still unconvinced, here are some useful statistics regarding the power of online reviews:

The bright side to all of the new insights and data provided by your customers? According to the American Express 2017 Customer Service Barometer, Americans are more likely to post about good experiences (53%) than a negative experience (35%) online. So while people are still more likely to verbally tell their friends about a bad experience they had with a company, when it comes to what they say online, people are overwhelmingly positive. And at the end of the day, this is good news for your brand, your reputation, and your company’s bottom line.

Want Help Managing Your Business Or Brand’s Online Reputation?

We can help! Reputation Studio is an Enterprise Online Reputation Management (ORM) platform that consolidates customer reviews into one dashboard, automates the routing of reviews to teams, posts responses in real-time, and applies AI to provide actionable insights and track the sentiment and intent.

Negative Feedback eBook

Best Practices