15 best practices to manage and improve commercial reputation scores

The reputation of a company is an essential asset which can directly influence its success. The reputation scores, whether derived from customer exams, assessments of the third platform or comments on social networks, play a crucial role in the attraction of customers, strengthening confidence and differentiation. The management and improvement of these scores require a strategic approach, based on data and technology, but also on an in -depth understanding of consumer behavior. In this article, we will explore 15 essential practices to manage and improve commercial reputation scores, offering technical and implementation advice.

1. Implement a centralized revision system

In order to effectively manage the reputation, it is essential to have an overview of all journals and comments. Use reputation monitoring platforms such as Google alerts,, Brand24 Or Reputation.comTo follow the mentions on your web business and your social networks. Configure real time notifications to quickly react to negative or positive feedback. Automation of the process via APIs that integrate data from several sources (Google Reviews, Yelp, Trustpilot) allows you to centralize information and generate analytical relationships.

Technical advice: Develop a personalized dashboard using tools like Painting Or Power Bi To see the trends in reputation scores and quickly identify problems.

2. respond quickly and professionally to customer opinions1

The response time to customer reviews is a critical factor. Studies show that 53% of consumers expect an answer to a negative review in less than a week. Configure an automated system that alerts the assistance team when a new exam occurs. The answers must be personalized, empathetic and demonstrate the commitment to solve problems.

Technical advice: Use Chatbots based on NLP (natural language treatment) to generate initial responses to simple criticism, but make sure that a member of the team validates the answers to keep an authentic tone.

3. Optimize profiles on examination platforms

Incomplete or not really on platforms such as Google My Business, Yelp or Tripadvisor can harm reputation scores. Make sure all the information (address, program, company description, images) is complete and updated. Use relevant keywords in descriptions to improve local referencing.

Technical advice: Update of automatic information using respective platform APIs. For example, Google My Business API allows automatic data synchronization from internal commercial systems.

4. Encourage positive criticism through proactive campaigns

Sweet customers tend to leave less opinion than unhappy. Develop campaigns to encourage positive comments, such as post-purchase emails or demand notifications that require an exam. Make sure the process is simple and accessible, with direct links to examination platforms.

Technical advice: Integrate a marketing automation system (for example. Hubspot,, Mailchimp) Send personalized emails to customers at strategic times, as after having finished a purchase or service.

5. Manage negative criticisms with transparency

Negative criticisms are inevitable, but the way you manage them can transform a negative into a negative into a negative. Answer negative opinions publicly, offering concrete solutions and inviting the customer to discuss offline for more details. This demonstrates responsibility and commitment.

Technical advice: Use an internal ticketing system (for example. Zendesk) to monitor and solve the problems raised in negative journals, ensuring that all cases are systematically treated.

6. Analyze the feeling of your AI tool comment

Sensation analysis allows you to understand the general tone of magazines and identify recurring problems. Tools such as IBM Watson,, Google Cloud natural language Or Monkey They can classify journals in common positive, negative or neutral themes and can extract common themes.

Technical advice: Configure a data processing pipeline to extract journals via the API, analyze them with a feeling of analysis and store the results in a database (for example. PostgreSql) for subsequent analyzes.

7. Put an internal score system

In addition to public scores, create an internal system to assess the reputation according to customer comments, performance and employee services. This system can be used to identify weaknesses before becoming publicly visible.

Technical advice: Develop a personalized algorithm to combine data from several sources (magazines, surveys, internal measures) and generate a global reputation score. Use Python and libraries as Pandas for data analysis.

8. Invest in SEO to control the online story

Google search results can influence your business perception. Optimize the content of the site and create blog elements that promote positive stories about business. This can push the negative criticisms below in the research results.

Technical advice: Use tools like Ahrefs Or Saber To monitor positions in research and identify opportunities for improving SEO.

9. Integrate feedback into continuous improvement processes

Customer opinions are a valuable data source to optimize products and services. Establish a process by which comments are analyzed and transmitted to the departments concerned (for example the development of products, customer support).

Technical advice: Use a CRM system (for example. Dirty) To integrate customer comments into team workflows, ensuring that all suggestions are taken into account.

10. Monitor the competition

Understanding how competitors manage reputation can give you a competitive advantage. Analyze their journals and strategies to identify what works and what does not.

Technical advice: Use tools like Germinate Or Hearth To compare the performance of your commercial reputation with that of competitors.

11. Develop a content strategy for social networks

Social networks are an important channel to manage reputation. Publish content to reflect commercial values ​​and interact with the public. Quickly respond to the comments and messages received.

Technical advice: Automate publications on social networks using platforms such as Hoots Or BufferBut keep a human component for comments’ responses.

12. Ensure compliance with local regulations

Depending on the industry and the region in which you operate, the review of journals may be subject to strict regulations (for example the GDPR in Europe). Make sure that the comments collection and management processes comply with these regulations.

Technical advice: Implement a consent system to collect customer data and use data encryption to protect sensitive information.

13. Use surveys for proactive comments

In addition to public opinions, surveys allow you to obtain comments directly from customers. Send short -term surveys or SMS to assess customer satisfaction.

Technical advice: Use platforms such as Supervisor Or Type And integrate the data collected in internal systems for detailed analyzes.

14. Invest in employee training

Employees are commercial reputation ambassadors. Offer regular training to help you manage your customer’s interactions and promote a positive image.

Technical advice: Develop an LMS system (learning management system) to provide online courses and look at employees’ progress.

15. Periodically assess your reputation management strategy

The reputation is dynamic and the strategies must be constantly adjusted. Define a calendar to assess the performance of reputation strategies and update the plans according to new trends and technologies.

Technical advice: Use agile methodologies to manage reputation projects, with regular sprints for evaluation and optimization.

Conclusion

The management and improvement of commercial reputation scores requires a combination of technology, strategy and empathy. By implementing the 15 practices presented above, your company can not only protect their reputation, but also make it a competitive advantage. Invest in technical instruments, automating repetitive processes and maintain customers at the center of the strategy to obtain sustainable results.