In our pursuit to launch our reputation management service we started hunting down local Perth restaurants who appeared to be struggling with their online reputation. Our targets were restaurants with a rating of under 3/5 stars on Google places or under 40% like this on urbanspoon. We found a small list of restaurants we thought were highly suited to test our new service on and sent them a letter offering our new service explaining what their current situation looked like and how improving it could benefit their business.
Out of the selected businesses we heard back from and had meetings with three of which one was in the right situation for us to do business together, that business was Giardini in Leederville who also own Siena’s in Mt Lawley. Giardini had a very low Google Maps rating while Siena’s was struggling with their urbanspoon rating. Together with their manager Agnes we devised a joint reputation management and social media campaign to help improve their presence online by simply asking their customers who visited the store to submit their own reviews (with a G-Force twist of course!) for example with a facebook ads agency you can increase your social media stats and movement.
Reputation Management Funnel
Giardini and Siena’s were both presented with a small card design that they could easily hand to customers with the bill or receipt at the end of their meals which asked them to go to a website to leave their feedback on their experience. This review mini-site designed by us took their feedback, sorted it and sent it to the correct location. Positive reviews were sent to one of four major Restaurant review and rating websites in Perth (Google Places, UrbanSpoon, Perthlocal & Tripadvisor) while negative reviews were sent directly to Agnes via e-mail where she could respond in private to the disgruntled customer in an attempt to restore their faith in the restaurant.
Running alongside this campaign we had our G-Force tracking software monitoring the web for any mention of either website, when it found a new post somewhere mentioning the restaurant our technicians were alerted immediately. If the post needed attention we would then forward it onto Agnes who could reply publicly to the post in an attempt to negate its negative impact, in some other cases she has to opt for content removal prevent any damage to the business.
For those interested in different software that you could use for your business, then consider checking out Jitterbit.
Service APIs also help integrate third party applications in a consistent and robust way, and can help workaround performance limitations if they exist in third party applications. Creating multichannel applications (exposing functionality not just via the web browser, but via iPhone apps, for example – follow reviewapi.io app) becomes easier when the functionality is implemented in the service API.
Social Media Campaigns
Last but not least we managed both the restaurants facebook pages (hire a Facebook Agency to manage your site), doubling the number of likes to each page in 2 months as well as running several promotional campaigns aimed to drive more customers through the doors.
While Giardini has had to pause the campaign over the Christmas break we hope to see them back next year to continue to improve their online presence and in turn grow their business.
To learn more about reputation management please visit our service page or if you know enough and would like to meet with us to implement a similiar strategy to the one seen here please contact us using the form in the sidebar or through one of the methods mentioned on our contact page.