What is the biggest challenge to improve online reviews?

The biggest challenge with any online review improvement campaign usually begins within the company itself. There are often systemic problems that need to be addressed, including customer service issues. Before starting an online review management campaign, it is important to resolve pre-existing customer service issues.

How can I improve my company's Yelp and Google reviews?

The first step to improve Yelp and Google Reviews is to simply ask customers if they would recommend your company to a friend. You can send a quick email to customers who have received products within the past seven days. If they respond yes, then you can send them to Google Reviews or Yelp to leave a public review.

How can I improve my company's Glassdoor reviews?

Similar to Yelp reviews, it is best to maintain a pulse on how your employees feel about your company. If they informally tell their manager that they like the work environment, you can ask them to leave a review. If there are problems or concerns, it is a good idea to work to solve those problems at the source.

Blog / Case Studies / Review and Rating Management Case Study

Review and Rating Management Case Study

By Reputation X
Last updated: February 29, 2024
3 minute read

Our client was an established online retailer that had undergone a change in ownership and management. The original owner enjoyed very high review star ratings across most platforms, including Yelp, Google Reviews, and others.

The accompanying change in management led to a significant decline in quality, product delivery, and customer service. Here is how Reputation X solved their online review challenges.

Executive Summary

Industry: Online Retail
Entity: Corporation
Challenges: Negative online reviews and low star ratings
Services Provided: Review Management and Reputation Repair
Campaign Duration: 6 Months (Notable improvement after 14 days)

Introduction

The client, a well-established online retailer, faced a precipitous drop in customer satisfaction and online ratings following a change in ownership and management. Reputation X was tasked with restoring the retailer’s once-stellar reputation.

Situation Analysis

Challenges Encountered

Internal Issues: The retailer’s internal challenges, including a decline in service quality, were the root cause of the negative online sentiment.
Customer Perception: The average review score plummeted to two stars during the transitional period, reflecting the customers’ dissatisfaction.

Strategic Approach

Solution Implementation

Reputation X’s strategy encompassed a multi-platform approach to address the low ratings on Yelp, Google Reviews, Glassdoor, and the client’s Facebook page.

Initial Actions

Facebook Reviews: Temporarily disabled to mitigate the spread of negative sentiment.
Knowledge Panel Management: Addressed the negative quotes appearing prominently in Google’s Knowledge Panel.

Review Improvement Campaign

Yelp and Google Reviews

Customer Engagement: Reached out to recent customers to gauge their willingness to recommend the retailer.
Feedback Loop: Implemented a system to direct dissatisfied customers to dedicated support, preventing negative reviews.
Positive Reinforcement: Satisfied customers were encouraged to leave positive reviews through a streamlined process.

Glassdoor Reviews

Employee Advocacy: Leveraged employee feedback to improve the company’s employer reputation.
Management Engagement: Encouraged managers to request honest reviews from content employees, leading to a significant uplift in ratings.

to…

Results

Reputation Recovery: The retailer’s average star ratings on review platforms improved from 1.8 to 4.2 within six months.
Operational Impact: The campaign not only enhanced customer perception but also positively influenced the retailer’s hiring capabilities.

Tags: Reputation Marketing.