Implementing Your Online Reputation Strategy

Implementing your online reputation strategy

In the first part of this series, Getting Started: Taking Control of your Online Reputation, we kick off where to begin when building and monitoring your online presence. Now that you have your reputation marketing plan mapped out, here are some tools to help you implement your strategy.

1. Claim your business listings and social pages

Customers are searching you online for two reasons: to get your contact information, and to see what other people are saying.

There are some top sites for business listings depending on your industry. Review the ones that show up on the first page of your search and make sure your contact information is correct. If there are other important sites you know as a professional that your business should be listed on – add it! No stone should go unturned.

When it comes to what people are saying about their experience with you, managing your reputation is huge. First, claim your business on Yelp and Google.

If your business doesn’t show up – create your profile! Add your logo and put up some pictures of the inside and outside of your business. It wouldn’t hurt to have a picture of the team either. Customers like to see what they are walking into – it gives them a sense of familiarity.

2. Listen to what your customers are saying

After you’ve claimed your online presence, read any existing customer reviews. Were the reviews accurate to your product or customer service? Are they pointing out areas that you need to improve? It may be hard to read opinions or experiences that aren’t sugar coated, but use it as helpful feedback. It could be really beneficial to your business, and could start bringing in more 4 or 5 star reviews instead of 3 or less.

If there are a couple of unhappy customers that you feel you can help, respond to the reviews and offer them a solution. Thank the customer for their feedback, explain your process and why that may have happened, and possibly offer a solution. But it’s important to know that once you start review management you have to commit to it. Customers will begin to expect a response from you – even the happy ones!

Do online reviews still make you a little nervous? Here is the secret to online reviews.

3. Create targeted messaging for happy customers

Happy customers can be gold for your online reputation. There are a lot of different ways to encourage customers to leave you reviews. Your front desk employees can encourage it verbally at the end of a service, or you can have them send automated texts or emails if you use a marketing software. These messages are normally triggered after an appointment, and if you use a reputation management software, the reviews will be sent straight to Google. And all your staff had to do was click a button!





Getting Started: Take Control of your Online Reputation

Getting started with online reputation strategy

What exactly does online reputation mean to your small business?

Think about when you first put up your ‘Open’ sign. Potential patients or clients drove by and considered stopping in, and friends and family showed their support by bringing you business to start you off. Your business’ presence in the community was building – but when attracted customers wanted to learn more, they searched the internet and found an old business listed under your address. Or worse – they found one negative review and nothing else. Now your online reputation is working against you and your new presence in the community.

Taking control of your online reputation may seem overwhelming, so we’ve gathered some tips on where you should get started.

1.  Run a search on Google and Bing

The best place to start is running a simple search on the main search engines. Search your business name alone, and with other important terms like ‘reviews,’ ‘pricing,’ and ‘customer service.’

Right off the bat you’ll get a pulse for what customers are – or are not – saying about your business. You’ll also be able to see where your company website lands in the search engine results. Hopefully it’s the first!

2.  Is the look of your brand consistent?

Your brand’s color palette helps people know they are in the right place. Just like when you order a soda and you are handed a red cup with white lettering – you know right away you’re drinking a Coca-Cola. Make sure you’re seeing consistent colors and logos on your website, social media channels, and business listings. Your brand is a huge support to your online presence, and really acts as the face of your company.

3.  Set reputation goals you want to accomplish

A great way to not be overwhelmed with managing your online reputation is by setting some attainable goals. This will also help you measure your success. Maybe you want to increase the amount of positive reviews you get online to three a month. Pick a review site and detail a plan on how you want to accomplish that. Our Choice Plus package is a great tool to help you set goals. The online reputation dashboard gives you a view into your competitors online presence, your business listings on top sites, and all of your customer reviews in one place.

Be sure to include your employees in these goals so everyone knows what the company is trying to achieve, and consider rewarding them when the goal is met. Taking control of your online reputation should be an enlightening and rewarding experience for the whole team!

Stay tuned for part two of this blog for a roadmap on how to implement your online reputation goals.

Announcing Text Reviews

We would like to announce the addition of our all-new Text Reviews functionality that enables merchants to collect feedback faster by sending review requests where customers are sure to see them: via text message on their smartphones.

Collecting reviews from customers has always been challenging for merchants, as phone calls and emails requesting reviews have historically yielded low response rates. Our Text Reviews offers customers the convenience of providing immediate feedback about their recent visit by sending a review request via text message to their smartphone.

To send text review requests using Text Reviews, merchants get verbal consent from customers to send them text messages. A one-time text opt-in request is then sent to the customer’s confirmed number, providing an easy way for merchants to collect text opt-ins for future text communication with the customer. The customer then receives a text message with a link to a review request containing a unique URL. Reviews submitted from the unique URL are then posted on any merchant web pages and Facebook business profiles connected to a merchant’s Demandforce dashboard.

Demandforce Text Reviews is the latest Demandforce innovation designed to help merchants improve customer satisfaction and retention using technology. Text requests see a 98% open rate compared with just 20-30% for email requests according to a recent Velocify study. This greatly increases the odds that customers will provide reviews with actionable feedback for merchants that can be used to improve the customer experience.

More information on Demandforce Text Reviews functionality, which is available immediately, can be found here

Introducing Demandforce Choice Plus!

The introduction of Demandforce Choice Plus enables you to take more complete control of your online reputation.

We made the shift to a tiered product offering with the introduction of Demandforce Choice and Demandforce Choice Plus. This evolution coincides with the introduction of new tools designed to help our customers manage and enhance their online reputations.

Demandforce Choice: Proven Value That Drives Business

The existing Demandforce product suite is now known as Demandforce Choice, and includes the core features upon which Demandforce built its reputation: online scheduling, appointment reminders, online review management, and email marketing tools to help your company save time, reduce no-shows and acquire more customers.

Demandforce Choice Plus: Mastering Online Reputation Management

Demandforce Choice Plus bundles the traditional benefits of Demandforce Choice with new solutions for online reputation management, including:

Intelligent Reviews: Automated review requests via email and text enable merchants to get more reviews published directly to Google.

Multi-listing Management: A consolidated view of a merchant’s business listings and reviews in one place, including listings on Google+, Yelp, Facebook, and Demandforce Local.

Competitor Dashboard: An instant, real-time snapshot of how a merchant’s ratings, reviews, and promotions compare to those of top competitors.

Demandforce Choice Plus is available immediately. If you would like to learn more information can be found at

The proof is in the numbers: Demandforce can help your business grow

According to a financial statement analysis done by Sageworks, a financial information company, businesses with less than $5 million in annual revenue experienced, on average, a 7.8 percent annual sales growth in 2015. This follows the trend of continued growth in annual small business sales that we’ve seen since the Great Recession of the late 2000s.

If you’re a small business owner, prospects could be looking bright for you, but you still always need to work towards increasing your customer count, visits per day, and revenue per day, to continue to grow. Even if you have a loyal fan base, if you don’t have the numbers, you might run into cash flow problems. According to a U.S. Bank study, 82 percent of businesses that fail do so because of cash flow problems.

So how can you be proactive about growing your business? By investing wisely in three aspects:

  1. Your product or service
  2. Your team
  3. Your marketing and communications

Your product or service

This is the most obvious aspect of your business that you need to quality control and provide. If you don’t offer a service or product that is in demand, and that is of a high caliber, than you’ll have trouble attracting new business and growing.

Your team

The foundation of any great business starts with the people who work there. This goes for startups to large corporations. The dedication and passion your team members put into their work pays off in the quality of service your business provides. You and your team directly impact how well your business does, and so investing in yourself and your team is never a bad idea.

Your marketing and communications

You may be the greatest dentist, doctor, veterinarian, or mechanic in your town, but if you no one knows that, then your business won’t get off the ground, let alone grow. While traditional forms of marketing like word-of-mouth referrals and local advertisements are still valuable, investing in marketing and communications that reach a wider group of prospects is essential if you want your business to continue to grow. That’s why the best way to increase customer count, visits, and revenue per day is to invest in improving and optimizing your marketing and communications.

Take these stats: auto shops that sign up for Demandforce, a marketing and communications platform that provides tools and solutions to help small businesses (such as auto shops and more) grow, saw an immediate effect in all three of these areas.

Within just 6 months, the average customer count at auto shops using Demandforce increased by 4.89%. Average visits per day went up by 11% after just six months, and average revenue per day increased by 4.57%.

And the numbers continue to rise after a year of using the platform.

After a year, the average customer count at an auto shop using the platform increased from its original number by 12.48%, and average visits per day had increased by 13.21% in a year.

(Based off a survey of select Demandforce auto shop partners, 2017)

With just a bit of help, your business could start seeing immediate increases in these three key areas, which are all good indications of your business’ health. And one of the benefits of using an online platform designed for small businesses is that it’s easy to use. Setting up and sending out a custom email to inactive customers, for example, can be done in just a few minutes, by following the helpful walkthrough and using a ready-made email template. Demandforce specifically integrates with popular content management systems to sync appointment and customer data, so that you can set up helpful automated workflows, such as advanced appointment reminders and two-way text, completely contained within the online platform.

If you’re looking for immediate results, Demandforce can help. The platform offers a live demo and occasional special introductory offers. To find out more or to schedule a demo, you can either call (888) 272-7821 or visit and click the “See a demo” button.

Customer service advice for small businesses

If you’re a small business such as a dentist, medical specialist, auto shop, hairstylist, or veterinarian, you know how important each customer is to your bottom line. You can’t afford to lose a customer or patient due to a bad experience, and many of your customers might come to you specifically because they want the “white glove” customer support you can give them.

Every small business should strive to provide best-in-class customer support to its clients. The business that can make its customers feel special is the one who will foster loyalty and return visits. Additionally, your reputation – both online and via word-of-mouth marketing – will improve.

A Starter Guide: Customer Service Advice for Small Businesses 

Treat every client like they’re you’re only client… to a point

For any business, quality customer service and support are vital in keeping customers happy and willing to recommend you to their family, colleagues, and friends. If you strive to treat every client like they’re your only client, it’s a win-win. Just make sure you’re not neglecting other clients. Some advice:

  • If you can, assign a Customer Success Representative to each client, and try to have this be the point of contact for that client. Establishing a consistent representative for your business can help make your customer feel more comfortable and understood.
  • Avoid canned responses, and when possible, tailor your communications directly to your client, making sure to keep their preferred communication method and channel in mind.

Set boundaries and expectations… make sure you’re on the same page

If you’re going to grow your business, you need to recognize that some customers are better for your business than others. What this means is that as long as you show respect for your customers and treat them well, they will (and should) respect you and how you run your business. This is the customer that will help you grow, and the kind you want to keep coming back. If you don’t set boundaries with your customers, they can end up creating unneeded stress and consuming valuable time. Some advice:

  • You don’t need to be a 24/7 business if that doesn’t fit within your business model. It’s important that you run your business on your own terms and establish a clear day-to-day schedule with your customers. If you continue making exceptions, your customers might understandably not even know when you are truly open, and continue to expect “after hours” service.
  • Keep your business listings online up-to-date and send out text and/or email communications to your customers when you have modified or changing hours.

Handle things promptly… remember who your audience is

When you’re dealing with anything on social media, it’s critical to always respond quickly and in a professional manner. According to some studies, over 67 percent of Internet users are on social networks, and this means that you need to develop strong relationships with your customers on and offline. Think of it like a relationship: if one side thinks the other isn’t communicating, listening, or engaging, then a breakup might be on the horizon. Remember…

  • On social media, silence leads to losing customers – no response, or a slow response, can be read as apathy or coldness by customers
  • You don’t need to respond seconds after a post, but you should respond. Some incentive? A Harris study showed that 18 percent of people who posted negative reviews and received a reply went on to become loyal customers. And 70 percent reversed the content, either by deleting the negative comment or posting a follow-up positive one. 

It never hurts to ask… for referrals and testimonials 

If you’ve been in business for more than a few months, you probably know that referrals are one the most effective ways to grow your business and attract new, loyal customers. However, you also may HATE asking for referrals, or just not know how. Don’t assume that your customers will just talk about your business, and your great customer service. Remember: the more you ask for referrals, the more you’ll get. Here are some tips:

  • Make asking for a referral part of your routine. With some systems, like Demandforce, you can automatically send a referral follow-up to customers who have just visited your business. These are great ways to not only collect feedback on how you’re doing, but also allow your customers to review you and post those reviews online. Remember that most people like to help out others, especially if it’s not a complicated process.
  • Combine asking for referrals with requesting testimonials – consider creating testimonial cards that you can pass out at your front desk, so that someone can write one and then either drop it in the mail, or email you back. You can also send a targeted email requesting a testimonial or feedback from customers who have rated you highly in a review.

Looking for more advice on how to provide best-in-class customer service? It’s always a good idea to improve your communications, and Demandforce can help. Contact us today to see a demo. We believe in stellar customer service as well! Every Demandforce customer is paired with a Customer Success Manager, who will help you set up and optimize any and all Demandforce features to best suit your business and business goals. Call us at (888) 272-7821, or visit


The benefits of Demandforce Local for your business

Demandforce Local is a public, searchable directory of 28,000 small businesses located in your neighborhood and across the U.S.

For Demandforce customers, a Demandforce Local business listing provides multiple benefits, and in today’s article, we’ll examine a few.

DF Local increases your business’ online visibility

Demandforce Local was designed to increase your online visibility, so you can extend your reach to new customers and boost local sales. Your DF Local business listing can be quickly and conveniently updated directly from within your DF portal, so you know your data is always up-to-date.

DF Local offers strong SEO support to boost your business name in a Google search

For a small business, having a strong presence online is a crucial part of how you attract new customers and continue to grow. The more sites you can get listed on, the better—especially if those sites are recognized as trustworthy and helpful to Google’s ever-updating algorithm that ranks sites. Where your business shows up in a list of Google search results basically boils down to the strength of your online reputation – and Demandforce Local can help. With the help of automatic review requests from Demandforce’s online marketing platform, your business can collect and highlight certified customer reviews all on one site. This strengthens your online reputation and helps widen your reach to new customers.

DF Local allows you to post targeted special offers for your customers

One feature of Demandforce Local is its ability to post targeted special offers to your customers. This allows you to foster customer loyalty and entice new customers to try your services over a competitor’s. You can view a list of the online specials you offer within your Demandforce portal, along with a summary of the activity generated from them, allowing you to test and learn which offers work best for your customer and prospect base.

DF Local provides useful metrics and customer insights for your business

In order to grow, you need to understand your customer, and one of the best ways to develop keen customer insights is by tracking metrics such as the performance of certain marketing campaigns, or numbers of appointments booked on specific channels (e.g., via Facebook, your website, or an email link). You can view these metrics on your Demandforce Local homepage, including how many appointments were booked via your page, and how many times your profile has been viewed.

DF Local gives you the opportunity to network with other local, non-competing businesses

Cross-sell opportunities are often an important aspect of building and maintaining a small business. The relationships you foster with other local businesses can help introduce your business to new customers, and you can boost your local reputation. One of the benefits of Demandforce Local is that your business is promoted to a network of non-competing businesses, and you can track activity in your network, in case you want to connect with other local business owners for promotions or events.

These are only a few of the ways Demandforce Local can benefit your business. To learn more about Demandforce Local, you can set up a complimentary consultation with a Demandforce expert. Call us at (888) 272-7821.