Case Study: Online Reputation for retail industry

Case Study: Online Reputation for retail industry

Dreamworth Solutions has offered a powerful tool to many corporate partners, startups and even influential individuals to build their online reputation through Dreamworth Solution’s Online reputation and review management roadmap.

We Dreamworth Solutions is ready to put together a standard case based on an online reputation and review management campaign undertaken for a retail industry client. This was a big success for us making Dreamworth Solutions a top ORM company in India. Our attempt is aware of the powerful tools review management, reputation management, etc. through a systematic plan and aligned team efforts. Through this platform, Dreamworth Solutions a brand name in the digital marketing world has provided a case-based example to its esteemed readers. Being an authenticated service provider for your online marketing requirements we are pleased to guide, educate and help our readers here.

Dreamworth Solutions provided excellent ORM solution to one of the unstable clients in the retail industry that faced a change in management and ownership and it triggered an unstable environment for this firm. The original firm owner enjoyed very high ratings and reviews across most digital platforms including Google Reviews, Yelp, Glassdoor, and others. However, the consequent changes in management and ownership resulted in significant quality issues, product delivery, and consumer service factors. During the ORM campaign, it required six months to identify and sort out problems relating to the ownership and managerial changes, the damage recovery as a result of these issues. The most shocking thing was that the average review for the brand had dropped to only two stars. Dreamworth Solutions took the next 6 months to improve the situation.

ORM Campaign Summary

Challenges Faced In The Case

The biggest and most striking challenge with any online reputation and review management campaign mainly begins within the client's business and the company itself. Our client had identified the problems correctly and had set out to resolve those months before. While the level of customer experience and services was not up to the mark, it had enhanced to the point that a reputation management campaign wouldn't be a right from the scratch efforts.

ORM Campaign Devised By Dreamworth Solutions

Dreamworth Solutions recognized three review platforms involved in low ratings display of the client’s firm, all in the one or two-star range. These platforms were Yelp, Google Reviews, and Glassdoor. Some problems like negative feedback and comments also existed with the firm's official Facebook page. During the initial stage of the ORM implementation, we instructed the IT team of clients to turn off Facebook page reviews temporarily while we concentrated on review problems in search results and various review platforms.

Along with problematic and poor star-ratings, negative customer feedback and quotes were reflected in the Knowledge Panel in Google results. These were highly challenging and damaging because the quotes would always appear "above the fold” meaning prospective customers could read them without scrolling efforts.

The need for quality and positive reviews in the form of star-ratings, average rating and the necessity to replace negative and harsh comments online concluded that a review strategy was needed.

Plans For Yelp and Google Reviews

The beginning step in the online reputation and review campaign was to collect the details like names, email addresses, and contact numbers of customers who had purchased products within the last week. This time frame was selected because it assured that the customer experience will persist fresh in their minds.

Our expert content team formulated an appropriate message for client’s recent customers and communicated each new customer of the client with a simple query: Would you recommend _______________ brand to a friend? Customers could reply back yes or no. Customers also can vote good or bad for the products offered.

If a customer reacts with a thumbs-down vote, we recognized that there was a severe problem. In that case, the customer was redirected to a dedicated customer service representative having expertise in problem resolution and enabled to provide various services like an exchange, immediately refund, or offer incentives to unhappy clients. The main aim was to catch and impress customers before they published any negative reviews on their own.

If a customer was replied with positive feedback and a thumbs-up note, we requested and redirected them to either Google Reviews or Yelp. Our review management software assists in auto-logging of Google users, pre-selects the best star-rating and, and motivates customers to leave a five-star review to our client’s brand. Yelp review management campaign also worked in a similar way, but it did not support the auto-login feature.

Glassdoor Reviews Improvement Campaign

Glassdoor reviews are one of the significant platforms where prospective employees decide whether to stay at an organisation or not. The damaged Glassdoor reviews were badly impacting our client’s performance and abilities in terms of hiring and retaining the top and skilled talent in the form of human resources. Please note that Glassdoor reviews are provided by employers and not by customers. This implied that employees, vendors and other contractors had to be targeted to improve their thoughts and opinions of the company and to present them online.

Based on meeting outcomes with employees, the client firm concluded that things had improved to the stage where employee reviews would be highly favourable. The client was instructed to have direct communication with employees in order to provide honest reviews and not specifically good reviews only.This resulted in improvement in the Glassdoor ratings from 2 stars to 4.1 stars within a few months.

All these steps helped the client’s firm to move in the right direction but a long way to achieve yet.Glassdoor review improvement helped to ease difficulties in the hiring process.

Final Results

The online reputation management and review management campaign was a big success with star-ratings improvement, and suppressing of negative posts and comments, moreover the replacement of negative stuff with a positive one. It also availed better comments and posts above the fold increasing the credibility of the brand. Our client replied that improvement in Google review results helped them a lot for better leads. Google reviews improved from an average of 1.7 to 4.3 within six months only. Ultimately it all resulted in an increase in customer conversions and hiring conversions due to the Glassdoor review management campaign.

Our ORM Team Says

We Dreamworth Solutions are the most trusted software development and digital marketing company offering world-class services and feature-rich solutions and suites to our patrons. Dreamworth Solutions provide business-driven solutions that are contemporary and perfect to assure adequate brand awareness and publicity in the marketplace. Our company has a legacy of a flourishing decade completing our commitment of best services since then. With our commitment, proficiency and hard work, we are now considered as one of the best digital marketing companies in Pune and Mumbai. We promise about your 100% satisfaction through our services and timely delivery of the right projects. Let’s team up for the most proficient experience.

We have qualified digital marketing, content management and social media teams that offer and support a passionate work environment at our end. The highly competitive atmosphere on the net, changing consumer demands and availability of the latest web development technology drives our skilled developers to develop high quality and rich software solutions for your business so that it gets the necessary output. Our well managed digital marketing campaigns are a huge success and that has enabled us to set standard benchmarks in the digital marketing industry.

Once you share your marketing, ORM, SEM, SEO or content development requirements, we will provide the most excellent digital marketing service package to you. Our software maintenance, upgrade and migration services are also outstanding. Our huge client base is spread globally and is highly satisfied with our services. You can check our success stories and client testimonials on our website for further reference.

Dreamworth Solutions endeavour right to equip its clients with the best digital marketing services in the industry that help in structuring and organising complicated business applications in an accessible way. If you are looking for a digital marketing partner that develops and organises strong, scalable and extensible promotional campaigns to fulfill your requirements and to build the best brand reputation in the marketplace Dreamowrth Solutions is the right pick for you.

Once you select us as your software development or Digital Marketing partner the next journey will be delighting and easy for you. Our business analysts will precisely understand your digital marketing campaign requirements, and the technical team will take care of the best possible and suitable services solutions for you. Dreamworth Solutions a leading ORM company in Mumbai, also provide the best maintenance and post services for further ease. No software technology is a bar for us. However, our business team will suggest you the best platform that will fulfill your requirements. Feel free to contact our technical or business team at any time for your Software or digital marketing requirements.

Once you share your marketing, ORM, SEM, SEO or content development requirements, we will provide the most excellent digital marketing service package to you. Our software maintenance, upgrade and migration services are also outstanding. Our huge client base is spread worldwide and is highly delighted with our services. You can check our success stories and client testimonials on our website for further reference.

Dreamworth Solutions endeavour right to equip its clients with the best digital marketing services in the industry that help in structuring and organising complicated business applications in an accessible way. If you are looking for a digital marketing partner that develops and organises strong, scalable and extensible promotional campaigns to fulfill your requirements and to build the best brand reputation in the marketplace Dreamowrth Solutions is the right pick for you.

Once you select us as your software development or Digital Marketing partner the next journey will be delighting and easy for you. Our business analysts will precisely understand your digital marketing campaign requirements, and the technical team will take care of the best possible and suitable services solutions for you. Dreamworth Solutions a leading ORM company in Mumbai, also provide the best maintenance and post services for further ease. No software technology is a bar for us. However, our business team will suggest you the best platform that will fulfill your requirements. Feel free to contact our technical or business team at any time for your Software or digital marketing requirements.