Local Memo: Google’s Brand Loyalty Drops as AI Overviews Continue to Provide Terrible Answers
How to Master Multi-Location Reputation Management
How to Master Multi-Location Reputation Management
Multi-location brands face a unique challenge where they have to worry about their global, national, and local reputations. That’s why it’s essential to have a multi-location reputation management system in place. At SOCi, we’ve served over 800 multi-location brands, with over three million locations. We know what it takes to improve and uphold your enterprise’s multi-location reputation. In this blog, we’ll explain how to manage your multi-location reputation by:- Monitoring and responding to online reviews
- Deploying surveys to capture customer feedback and sentiment
- Analyzing survey and review responses
- Implementing changes and measuring their effectiveness
How to Monitor Reviews Across Multiple Platforms and Locations
Ratings and reviews are among the most important influencers of your brand’s reputation. They heavily impact how consumers perceive your business.- Ninety-eight percent of consumers feel that reviews are an essential resource when making a purchase decision.
- Nearly 8 in 10 consumers “regularly” or “always” read online reviews of local businesses.
- On Google, conversions improve by 44 percent when a business increases its average star rating by one full star.
Respond to Reviews
More than three-quarters of consumers who leave a critical review expect a response from a business. Moreover, 40 percent expect a response within 24 hours of posting the review. Despite the demand from consumers for businesses to respond to reviews, our 2023 Local Visibility Index (LVI) found that the average multi-location business only responds to 35 percent of negative reviews. Now is the opportune moment for your multi-location company to get ahead of competitors by beginning to respond to reviews daily. To make the most significant impact on your multi-location reputation, follow these review response guidelines:- Prioritize responding to your stores’ most recent reviews — particularly negative ones
- Don’t respond to ratings (text-free reviews) since there’s no context behind the rating to comment on
- Ensure all responses are professional but personalized so they don’t seem robotic
- Take sensitive or delicate conversations offline