Reputation Management

Reputation management is the deliberate work of shaping how your business looks online: gathering fresh reviews, keeping your star rating high, responding to feedback (good and bad), and keeping profiles like Google Business complete. For a local beauty business it is close to the whole ballgame at the discovery stage, because a prospective client's first impression is almost always your rating and recent reviews, not your website.

The revenue effects are large and well documented. Businesses that respond to their reviews average 35% more revenue, yet 75% of businesses do not respond at all, so this is a rare high-impact task most competitors skip. Responding also changes minds: 88% of consumers would use a business that replies to all its reviews versus just 47% for one that never responds, and 56% say a business's responses have changed their view of it. A complete Google Business Profile compounds the effect, making customers 2.7x more likely to see you as reputable.

Reputation management turns Review Velocity into a durable asset and directly supports Referral and discovery. It runs on three connected capabilities: review management to gather and respond, local SEO to keep your profile complete and ranking, and email and SMS marketing to prompt happy clients to leave the reviews in the first place.