The three components of online reputation management.

If there is a false narrative that is emerging about your brand online, it can result in missed opportunities. We proactively counter the damaging information that has tarnished your online image by repairing or discrediting them. Our online reputation management campaign focuses on ethical marketing, genuine customer experiences and a strong online search profile.
▪ Investigate negative reviews and resolve outstanding service issues.
▪ Research the credibility of negative reviews and request the removal of ones that defamatory.
▪ Encourage customers to provide feedback on their experiences.

Search engine optimization is an integral component of any successful online reputation management campaign. Reviews about your brand, both negative and positive, will often appear on the first page of search engines, such as Google. Search engine marketers will push up the positive reviews about your brand and push down the negative ones.
▪ We will manipulate which content shows up on the first page of Google, Bing and Yahoo.
▪ We will strengthen positive content with SEO juice.
▪ We will work on both on-page and off-page SEO to defend your brand reputation.

Companies are so busy performing their day-to-day operations that they often miss out on what has been said about them online. While you focus on core competencies, The Rank Squad will take proactive steps in managing your online reputation. We incorporate various facets of content marketing to ensure that your online content is aligned with your organizational objectives.
▪ We are notified of any mentions of your brand on the Web and will investigate the nature of it.
▪ We will promptly follow up on any negative press and resolve it in a timely manner.
▪ We will also promptly respond to and boost positive press to ensure they overwhelm the negative.

Monitor
Millions of new content is created on a daily basis, such as blog posts, videos and social media updates – search engines are constantly indexing new items on an hourly basis. For this reason, reputation monitoring is crucial for a business in safeguarding their online image. The Smash Agency will keep track of any time your brand is mentioned, whether it is in a blog post, an article or on social media – we keep a 360 degree holistic view.

We will remain engaged with your audience by analyzing the reliability and emotions of what is being said about your brand. Monitoring serves the important function of distinguishing between defamatory claims and identifying genuine customer concerns. We manage, monitor and report custom sentiment across various social platforms. With due diligence, we can offset any potential damage before it spreads like wildfire.

Communication is the crucial step that allows you to hear what’s going on and allows you to join the conversation. Customers are now in charge as they determine which communication channels they will use. Companies that want to successfully adapt to changing conditions must engage with their customers using these social channels or risk to lose business.

While communicating with your customers, we will share what we have learned about their experiences, expectations and concerns. This information will be used to make improvements to products and services. We will bridge the communication gap that exists between you and your clients – we will always give you the truth about their perspective.

Leverage
It is imperative that companies use social media to manage negative press in a timely fashion. Social media allows you to engage in meaningful conversations with customers and control the discourse. This enables us to differentiate between legitimate grievances and defamatory campaigns.

It is not beneficial to remain on the sidelines or remain silent while a negative conversation takes shape. It is important to be proactive and take control of the situation – let your customers know you care and want to address their concerns. The Rank Squad will leverage social networks to help make inroads with your audience, solve the problem and leave customers with an overall positive experience. As brand advocates, we will actively engage in blog posts, social media platforms, consumer review websites, competitors websites, community forums and press releases.

We locate the sources of negative content about your company that are circulating online and create an aggressive crisis management plan – react quickly, choose the right channel to communicate, respond constructively and commit to solving the problem. We will always ensure our responses are genuine and transparent. Once the issue has been resolved, we will ask for the negative content to be removed. We will try to influence and counter any further negative narratives from taking place.

Any negative content that remains will be pushed down in search results as we will send strong signals to Google, Bing and Yahoo that the content is outdated and resolved. If there is any defamatory or malicious content we will request that the content be removed by search engines or review platforms. Once the negative content has been successfully removed, we do not remain passive – we inject a fresh stream of positive content about your company. We will continue to publish positive content until they dominate the first pages of search engines such as Google, Bing and Yahoo.

As a business owner, when you see negative content about company, your first reaction is to respond defensively. This response is usually very emotional and it is often perceived as negative. This is counterproductive as you need an effective game plan to address the concerns in a professional manner.

As experienced online reputation managers, we quickly roll out an effective strategy to respond to your critics. We always take the high road and remain professional under all circumstances. We open communication lines with your critics – we remain open-minded, listen to the concerns and come to a mutual resolution. Through this strategy, we reverse the negative into positive.

With the introduction of social media, companies are now on the front-lines of customer relations. They can leverage social media to their advantage or risk losing ground to their competitors. Social media allows real time information to flow freely and openly. Negative information can spread and become viral as people can retweet and share information easily with one another.

We are actively on the frontlines – we will monitor social networks and keep you engaged by providing the right response at the right time. We take into account the customer’s perspective and craft a response around their viewpoint. The Rank Squad will always ensure that we uphold your business values during this process.

There will always be conversations surrounding your company. As a business owner, you should always be interested in what is being said about your brand. The Smash Agency will keep you informed by keeping track of these conversations – we ensure that we are responsive when the conversations takes on a negative tone and reinforce positive behaviour.

If you remain silent or respond emotionally, you can escalate the negative situation and potentially damage the reputation of your brand. The Rank Squad does not shy away from what is being said. We encourage open dialogue and keep the buzz about your brand going.