Reputation Experience Management: Happy customers in 7 steps

Reputation Experience Management (RXM) - a combination of customer experience and online reputation management - aims to unite these two areas, focus on and satisfy customers, and thus look better as a company. The key is to collect feedback from various sources, evaluate it and turn it into actionable insights. As a result, you can improve your own performance, thereby optimizing the customer experience and consequently enhancing the brand's reputation. The following checklist will help you to anchor a professional RXM in your company step by step and sustainably.

1. bring the departments and people concerned to the table

Reputation Experience Management requires the joint commitment not only of the marketing and CX departments, but of almost all areas of the company - from operational customer service to the compliance team and management. Convince all affected departments of the benefits and clarify in advance who will decide on the introduction of RXM and who will be responsible for the program in the company.

2. check the status quo of your online reputation

First, assess how your current online presence is doing. You may already be working on your digital image in some areas. If so, evaluate the effectiveness of the tools you're using and check to see if there are any gaps anywhere. Make sure the Google My Business pages for all your locations are under your management, you are listed in all relevant industry portals and your social media presences are up to date

3. define the goals for your reputation experience management program

Depending on how you are already positioned, it is important to formulate corresponding goals, where your reputation experience management should start. Consider which goals you want to achieve in the short term and which you need to address in the long term, such as a higher star average on Google, an improved image in comparison with the industry or more sales.

4. develop a scoping document

Record all goals and responsibilities in a concept and supplement this with a roadmap for the introduction. Define concrete milestones with corresponding deadlines. This way, management and the affected departments know exactly what is to be realized in which phase of the introduction.

5. choose the appropriate software support

Use the scoping document to determine which platform best meets your business needs. When selecting software, make sure that all RXM components integrate seamlessly and provide reliable, automated online monitoring for multiple sites and websites (if you have them). At the same time, it's important that the solution works with intuitive, easy-to-understand and clear dashboards, and offers powerful analytics and reporting tools.

6. set up your tools appropriately

Consider carefully whether you need a holistic software solution or just individual tools. Keep in mind which functions are important for your goals. It's helpful if the tool can be implemented in a modular fashion, adapted and expanded as needed - because even though you may not need all the features now, your needs may grow in the future. Thinking ahead today can save you more costs tomorrow.

7. start your reputation experience management

If all signs are pointing to "Go!", start your reputation and customer experience management by getting found online - for example, in business directories, on social media and, of course, on Google. Generate customer reviews and respond to them professionally. Evaluate feedback and draw conclusions about your company and your digital presence. Then regularly check whether your processes are working and the measures are having the desired effect. Here, the reporting options within an RXM platform are suitable for achieving a quick gain in knowledge.

Reputation Experience Management helps you do more for your brand

Reputation Experience Management ensures the positive and consistent expression of strong brands. The combination of online reputation and customer experience management guarantees future viability. As a result, companies not only have a strong competitive advantage over competitors who do not engage in RXM, but also benefit from greater trust in their brand and thus from new and stronger customer relationships. Reputation.com's "Reputation Experience Management" guide provides further information - including numerous examples and 5 must-haves for effective RXM. Download now for free: https://bit.ly/33btdzn!

Author:
Marina Hedvizak is Marketing Manager DACH at Reputation.com. She has relevant marketing experience both on the agency side and in companies from various industries, including the automotive and energy sectors. As a marketing all-rounder, she is familiar with PR and event management as well as online and classic marketing.