SOCi Reputation Insights helps multi-location brands better monitor online review content for quick response and proactive localized social management
SOCi, the leader in social media and reputation management for multi-location brands, announced the launch of SOCi Reputation Insights. Comprised of sentiment and competitive monitoring, SOCi Reputation Insights is designed to help multi-location marketers identify and manage emerging sentiment and competitive trends from online reviews and analyze shifts in online reputation over time.
“Almost 90% of consumers would be willing to change a negative review depending on the business’ response to their criticism.”
Reviews are now the primary factor for consumers when deciding whether or not to do business with a brand and a top ranking factor in local search results. Over 70% of customers read reviews every time/almost every time they research a purchase decision, and one in two consumers have passed up a business for having less than a four-star rating. As a result, it is now more important than ever for brands to manage their local reputation and proactively build a positive online reputation while knowing where they stand in relation to competitors.
Created with multi-location brands in mind, SOCi Reputation Insights highlights keywords and specific aspects of the business that are used in a positive, negative, or neutral manner in a given timeframe. These insights can then be further analyzed against local and national competitors, helping marketers quickly identify areas of differentiation. Using Google’s Natural Language Processing to analyze word sentiment within the context of a sentence, brands can identify the root cause of consumer dissatisfaction and address issues immediately or, even better, before a bad review is posted.