Reputation Management explained in 2 minutes:


Our digital growth guide to scaling your business fast.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.




Take the headache out of getting customer feedback and online reviews with a 100% automated solution. Customers get a friendly email or SMS with an easy to complete feedback request.


We filter anything less than a rave review into a private customer feedback funnel to make your business stronger. Customers with positive feedback get asked to leave you a public review.


Bury any negative reviews with a steady stream of positive reviews every month. Great online word of mouth increases trust, converts more visitors into leads, and gets your business ranking higher.




Other Digital Agencies

Other Digital Agencies


We understand your business growth drivers using our Growth Model and set and measure the KPIs that really matter. We are aiming to drive more revenue for your business, while reducing churn.

Unique positive-negative gateway prevents bad reviews going online while flooding your profiles with positive word of mouth.

Reputation monitored across the web so that you are notified instantly when new reviews are left about your business (don’t let bad reviews hurt your business).

Automated system makes it easy to follow up with customers and ask for feedback. Works on ALL devices, over email and/or SMS.

We set quarterly objectives and KPIs for your online reputation, based on the strength or weaknesses of your competitors.

We are a best practice agency. We are a Google Partner agency, a Digital Marketer Partner agency and we are Google Analytics certified. We draw on industry and enterprise best practices and implement them into your business.

Experience running successful campaigns in over 30 industries with hundreds of thousands of dollars in Ad Spend. Over 20 years professional digital marketing experience at a director level. We know what works.

We only use white-hat techniques that will be good for your business long term. We only use and recommend techniques that we are employing in our business.

We incorporate Reputation Management in conjunction with a cross-channel approach. We often match Reputation Management with SEO and Website Design, to make the most of our positive word of mouth.

We have a cross discipline team of digital strategists, SEO nerds, conversion specialists, copywriters, and analytics experts who will all be working on your account.

We implement a tracking and analytics system to understand the performance of your campaigns. We set meaningful KPIs which are tracked and reported to monthly.

We value transparency. Our experts regularly report to you on the actions being taken on your account. You will never be left guessing what’s being done on your account.

We offer a free Online Reputation audit against industry best practices to new clients - this will identify areas for improvement and quick wins. Ask us for an audit today!

Proof our Reputation Management Solution gets results:

case study

Over 160 Positive Reviews Catapults Our Client To The Top Of Google’s Map Results

“Sometimes have to remind myself that these guys are not our own internal marketing team, it's that seamless.”

Mark Finnegan
CEO of client in an Industrial Industry

Our client now enjoys position #1 ranking (the top 2 are Ad placements, 1 of which is our clients) in Google Maps for the market’s #1 competitive keyword.

In months our Reputation Management Solution has allowed our client to quickly build over 160 positive reviews online:

  • 60 reviews of Google with an average review score of 4.9

  • 73 reviews on Facebook with an average review score of 4.8

Which business do you think our client’s prospects will choose? Our client with 160+ ecstatic customer reviews, or their competitor with 2 reviews and a rating of 3/5 stars?

  • Every month they recieve free traffic from Google while competitors pay over $10 per click for many of these keywords

How We Virtually Guarantee Only Positive Reviews About Our Clients Are Shared Online

This is what we call our Feedback Gateway.

It gives users the ability to quickly select the type of experience they had:

  • Clicking the ‘I had a bad experience’ takes users to a private feedback page which asks for feedback about how we can better improve the service in the future.

  • Clicking the ‘I had a good experience’ takes users to a page which asks users to leave the client a public review on Facebook or Google.

Best of all? The process is 100% automated!

our 9-STEP process To




Set your reputation management objectives

Here’s where we review your competition and set some meaningful objectives. What is the state of your competitors reviews / reputation? What will it take to outperform them? We set objectives and KPIs for the reputation management program.



Audit the web for existing reviews

There’s nothing worse for your business than damaging negative reviews. Here’s why online reviews are so important:

  • 90% of consumers read online reviews before visiting a business (2016)

  • Online reviews have been shown to impact 67.7% of purchasing decisions (2015)

  • 84% of people trust online reviews as much as a personal recommendation (2016)

We search online to find reviews which need a response, and we identify the channels where we need to focus our attention.



Respond to negative reviews

We give your team scripts for how to professionally defuse negative reviews. You MUST respond to show that you care. Once you have responded, we go about burying any negative word of mouth with positive reviews.



Ask your customers to give you feedback

Our team of SEO nerds then run through your audit and fix all of the issues we found. This is a one-off stage that works with what you already have.



Automate the customer feedback process

Here we build the campaigns out which will automate the process of capturing private feedback, and public positive praise. Our system invites your customers via email or SMS, and you have 100% control over who gets invited.



Thank everyone that leaves a response

It’s best practice to thank everyone, even the people that leave you great feedback. It’s highly likely your competition won’t be doing this, so it can really set you apart by showing that you care.



Monitor the web for new reviews

Don’t let a couple of sour reviews destroy your business (they can, if left unchecked). Our review monitoring service alerts your team as soon as a customer leaves you a public review.



Quarterly KPI review

Each 90 days we schedule a review with our team and your team. Here we assess how the strategies are delivering against the objectives we set in the first step.



Continual improvement

Like any other digital channel, the landscape changes quickly which competitors constantly adjusting their approach. We review regularly and change our approach and strategy depending on what is needed to put your business in a winning position.

We believe in helping businesses grow by delivering profitable digital marketing with four unique pillars of service:

Proven Data-Driven Strategy

With Transparent Service & Reporting

Tied to Client
Growth KPIs

All By a Responsive Team That Really Care

get proposal




An OPTIMIZED online reputation is the absolute foundation of any digital strategy. Regular positive reviews will get your business ranking higher in Google and your phone ringing more often.

Research shows consumers on the fence about your business will believe unbiased third-party reviews over your best salesman. So if you have no reviews (or worse, negative reviews), you could be turning potential customers away before they contact you.

Online Reputation Management impacts the Drive More Leads stage of your customer acquisition funnel:

1. plan to win

Digital Strategy

Sales Funnel Design

Analytics & Reporting

2. reach more people

Facebook Advertising

Google Adwords Advertising

Social Media Management

Search Engine Optimization

Local Search

3. drive more leads

Web Design & Development

Conversion Landing Pages

Conversion Rate Optimization

Content Marketing

Lead Magnets

Reputation Management

4. make more sales

CRM & Marketing Automation

Email Marketing

Sales Copywriting


Q. Do you support multiple Locations?

A. Yes, we can handle as many locations as you need.

Q. Can I customise the email templates and follow up sequence?

A. Yes, all email templates can be customised to your business communication style.

Q. Do reviews really make a difference?

A. A Harvard study on restaurants showed that a difference of 1 star can translate to 9% in sales. So, yes!

Q. Does it work for all review sites as well as Google and Facebook?

A. Yes, you can add in any review site you’d like to direct your customers to.

Q. I already have a number of bad reviews online, can you help me deal with these?

A. We can provide guidance and templates on how to respond. Then switch focus to generating many more good reviews so and bad reviews become virtually insignificant.

Q. Do customers need to login before they can leave a Review on Google My Business (Google Maps)

A. If a customer is on an Android phone and already logged into their gmail or Google account then they can leave a review without logging in. Otherwise they will need to login to their Google Account first.

Q. Can I see a demo?

A. Sure, get in touch and we’ll schedule one for you.

Get a Proposal to

Propel Your Business Growth

We’ll analyze your digital capabilities
Spy on your competitors
And present you with a KPI driven growth plan
get proposal
We can only take on limited clients, so apply for a free proposal today.

Online Reputation Management

Are negative online reviews killing your business and driving potential customers to your competition?

Have you been scratching your head wondering why sales have slowed down, leads have dried up and your business is losing traction?

Not knowing what’s throttling sales can be frustrating enough. Discovering it’s because of third party reviews that you have no control over can make anyone’s blood boil.

Read on to learn how to get back in the driver’s seat and bring home the lion's share!

(5 minutes to excellence)

Executive briefing: Online Reputation Management strategy

Read this page carefully to get in control of your online reputation:

1. Understanding the buying behavior of today’s shoppers

2. How shoppers evaluate your reputation online

3. The foundation of exceptional reputation

4. How to get back in control if you have poor reviews

1. Understanding the Buying Behavior Of Today’s Shoppers

We live in a time when negative social media and online reviews have literally destroyed companies.

Let’s face facts: today’s consumers are in control.

With a wealth of information at their fingertips, often armed with more product knowledge than your finest salesman, shoppers use social networks and review platforms to learn about businesses and avoid being burnt.

When one bad customer experience can be broadcast to thousands of prospects at the click of a button, you can’t afford to give less than stellar service and value.

Consider the finding of a range of studies:

Almost everyone reads reviews

Reviews are trusted

Reviews are influential

Screenshot 2016-02-17 15.16.56

Negative reviews have more weight

The takeaway: 

If you’re selling a product or service that requires a sizeable investment, you can bet that your prospects will be doing their research.

Poor reviews and negative social commentary can stop prospects from even considering your business.


To optimize your online presence and reputation you first need to know how shoppers learn about your business online.

2. How shoppers evaluate your reputation online

You’ve seen the patterns emerging…

  • You’re getting more calls or visits by prospects price checking or evaluating you (more well educated shoppers who have done their research and are ready to pull the trigger – with right business)
  • Prospects using their phone in retail spaces looking for last minute reviews or price checking competitors
  • Prospects who have been put off by how other customers have talked about your business online

It’s clear that shopping behavior has changed radically.

Here’s the extent of it according to the research: 

  • 97% of consumers go online to research products, services and businesses locally (a study from BIA/Kelsey found)
  • 77% of smart phone users contact a business after looking for local information and 59% visit the business on the same day (findings from a Google & Ipsos study)
  • 92% of searchers choose a business that is on page one of search results (according to a study by Chitika).
  • Google Maps is one of the most used apps, with 54% of all smartphone owners using it regularly (data from Commscore)

So instead of turning to the Yellow Pages, consumers are thumbing their digital devices to find and evaluate you.

Their first stop? Google:

When users search for information locally (which according to Google is 20% of the time, or 600 million searches every day), Google presents users with local listings on their Map View:



As you can see above, Google’s Search Results pages places heavy emphasis on their Map functionality. Map functionality is triggered by two things:

1.) Anytime someone’s search query contains a location, for example (‘tampa‘).

2.) When Google knows your GPS position (location), which is most of the time for most people.

Google now places only a few Pay Per Click Ads above the Maps area, which means that the majority of searchers will engage with the Map feature. And they do. Most people when searching for local services use the Map feature.

(Remember, during consumers’ research phase when they are evaluating local businesses, users tend to skip over Ads and go straight to the map to learn more information about businesses).

Within a click on the map, searchers are presented with details of local businesses (address, opening hours, contact details) and of course, independent peer-based reviews:

* Stars are given to businesses with more than 5 reviews. The number of reviews a business has are found in brackets (). In the above screenshot RA Motors has (7) reviews.

So the question is this:

If you were looking to buy a used car, which businesses above are most likely to get your call?

Now let’s play devil’s advocate:

What if you look up a car that is on sale at Bond Auto Sales (reviews shown below)

Doing your due diligence, you’d want to know more about the dealership, right? So then you click in the maps area and it takes you to reviews of the business, Bond Auto Sales (reviews shown below).

Obvioulsy these reviews look terrible and you probably would think twice before making a purchase here.

What would this review summary do for your confidence and trust in this dealership? 

I’m betting one look at these reviews and they wouldn’t be getting your call!

As you can see, Google, Facebook, Yelp and other social platforms have made it incredibly easy for consumers to share their experiences online.

Reviews are powerful.

Recent studies of Millennials (Future Foundation Millennials Study, SDL Millennials Study) showed that 93% of Millennials usually read reviews prior to making a purchase and 97% of them trust anonymous reviews.

You just have to ask yourself:

As a prospective buyer, who are you more likely to believe: the salesman in the car yard, or an anonymous review with no vested interest in selling to you?

Some of our clients have even reported receiving phone calls from prospects letting them know that the reason they are not buying from them is because of bad reviews they read online!

What’s more, factors such as review ratings, the number of reviews a business has got and the regularity of reviews are all key signals that Google uses to rank competing local businesses in Maps.

In mature markets like Tampa (shown again below) you can already see the importance of reviews:

What you’re looking at above is a glimpse into the future of ALL local markets. Soon all local maps will be loaded with reviews and stars. Your business must to be here, have great reviews and be at the top.

The number of reviews a business has in Google are found in brackets to the right of their star rating. For example, Courtesy Used Cars, shows (10), meaning it has 10 reviews. But it displays higher than others with more reviews for several reasons.

1.) Better Reviews! At 4.9, it's reviews are higher than most of the others

2.) It's closer at 22.5 miles

3.) It's 'GMB' or 'Google My Business' website pages are professionaly optimized.

And as you can see, businesses with no reviews or poor reviews do not get listed well at all on Google Maps! In fact, they are so far odwn that nobody even notices them.

(If you find that hard to believe, just type ‘used cars tampa’, or any other US location into Google Maps)

Turn this insight into your advantage: 

The fact that you are reading this offers you a unique competitive advantage.

You’ve already seen how the recent changes in Google’s Search Results page structure places heavy influence on their Map feature.

Now the most important digital marketing activity a local business can perform is to rank high in Google Maps and optimize their reputation.

If you are in a market where your competitors have few or poor reviews, you have an opportunity to take measures now to out-rank them and position your business as the market leader.


To help you can take action immediately, let’s look at what exceptional online reputation is really all about.

3. The foundation of exceptional reputation

Before we introduce Inbound Craft’s solution for managing your online reputation, it’s important that we cover the basics.

The foundation for an exceptional reputation comes down to this:

Delivering exceptional value and customer service.

If you don’t delight customers and deliver on your promises, there’s nothing we can do for your business.

Therefore before you consider investing in a reputation management service, you have to get the fundamentals right first:

  • Commit to delivering exceptional customer service and value
  • Aim to exceed your customers’ expectations
  • Always work in the best interests of your customers
  • Seek to delight your customers with each interaction

If you start with these fundamentals in place, you’ll naturally start seeing customers giving you positive reviews and referring others.

Our policy: We reserve the right to refuse to work with any business who consistently fails to meet their customers’ expectations.

If you can commit to the foundations above, and believe in doing everything in the best interests of your customers, please continue reading to learn how to supercharge your online reputation

4. How to get back in control if you have poor reviews

So you have a negative review or two, but your business is committed to providing fantastic service…

And you know it’s not fair that the negative experiences of one or two people should cripple your lead flow…

What if there was a way to bury negative reviews with regular positive public praise?

Introducing Inbound Craft’s Reputation Management Solution

Track and manage your online reputation, automate customer feedback, filter out negative respondents and ask positive respondents to leave you a public review!

Add customers to the system with an easy to use interface.

Add your recent customer’s name, email address and mobile phone number into the form and sit back while our automated review system does the rest. Your staff need zero technical skills.

Your customers receive a simple feedback request via SMS or email.

Recent customers are invited to share their experience about your business. Based on your settings and the customer’s experience, they are taken through a different funnel according to their sentiment.

Positive responders are asked to leave a review on top sites like Google and Facebook.

Negative responders are taken to a feedback form and asked how the business can improve.

A Complete Reputation Management Solution.

Track customer feedback and online reviews in one simple dashboard that displays your overall feedback and customers’ online rating scores. Get email and SMS alerts to notify you or your staff of new ratings or reviews as they happen.