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Are You Listening?

Social proof is one of the biggest factors in modern consumer behaviour. It's said that people read 10 online reviews before making a final purchase decision. Do you?

In 2019, 94% of digital shoppers reported that positive customer reviews increase trust in a brand. On the flip side, 89% of those same shoppers lose trust in a brand with negative reviews, it's bound to happen. What your customers say about you is far more powerful than what you say about yourself.

Consumers aren’t the only ones analysing your company’s reviews... Google is watching you as well. Googles algorithm penalises you for every bad review and rewards your competitors when they receive positive recommendations - yes, you read it right! It’s estimated that reviews are the second most powerful factor in Google’s local rankings!

Online reputation management has become a huge endeavour for 2020. To confront this task, you’ll need to arm yourself with tools and data to effectively oversee your brand’s public image online and on social media - it's no good just guessing.

With the right help, you can take charge of your media management, mediating crises, benchmarking against the top-performing brands, and seizing opportunities across the digital spectrum.

Social media is the world’s largest public forum. It’s a goldmine of insights into the sentiment surrounding your brand (you can spy on your competition too... but only a little bit!). Such valuable insights can't be ignored, so the challenge now is social media monitoring. You should also be actively requesting customer feedback!

It’s no secret that public perception and online reputation are vital to a brand’s success but it’s becoming more important every year. In 2019, 17% of marketers spent over half their marketing budget on influencers. With so much emphasis on social proofing, online reputation management in 2020 will continue to progress from a “nice-to-have” to a must-have.

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