Name: COVID-19’s Impact On Google My Business Performance And What’s Changing
Start: 2020-05-07T16:00:00Z
End: 2020-05-07T16:00:47.000Z
Location: BrightTALK
Rating: 4.88

Reputation is changing the way companies think about customer experience. The Reputation platform turns feedback from reviews, likes, listings, comments and clicks into a competitive advantage. 

We are the trailblazers in Reputation Experience Management. And over the past decade, we’ve been building the leading platform to enhance customer experience, improve online reputation and connect businesses with the communities that matter.

Thousands of global organizations rely on the patented algorithms behind Reputation Score X™ to provide a reliable index of brand performance in order to make targeted business improvements. Visit reputation.com to learn more.

In this webinar, you’ll get a deep dive into our latest innovations that will help you turn feedback into action efficiently. Join Phil Rapisardo, Director of Product Marketing, and Timi Chu, Group Product Manager, to learn how you can deliver greater value to your organization. We’ll cover our latest releases and how it helps your team.

Join us to learn about the following:

-Apple Listings Auditing: We have added the ability to pull a client's public Apple Maps data into the Reputation platform, where they can then audit the data and determine if any changes are needed.
-Departmental Listings: Google encourages putting all of a location's departments on the map (e.g., an auto dealership can have listings for Repair and Service centers in addition to the Salesroom). Although these departmental listings are nested under the main location, they each have their own star ratings and reviews. We now support these listing hierarchies and to allow brands to see a combined Reputation Score for all of a location's departments.
-Social in Inbox: In addition to the existing Messaging channels, we have added Social interactions to Inbox! A client's social posts, comments, and replies will now appear as conversations in the Inbox, making it easier for social teams to stay on top of customer inquiries and get to that beautiful place known as "Inbox Zero." 
-We have exciting news to share about Social Listening so register for this exciting webinar to learn more!

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com

Reputation’s Winter Product Innovations: A Recap to Drive You Forward

The 2021 Automotive Reputation Report is out, after a whirlwind of a year for the industry.

We analyzed over 17,000 automotive dealerships and their affiliated brands in the United States to learn more about how car shoppers feel about their experience, and which dealers did the best job meeting customer needs. 

In this webinar, we’ll share what it takes to be a top dealership, unveil the leading dealerships/ brands, and discuss our industry findings.

Join to learn:
 
-The factors that are top of mind for customers 
-The impact of reviews in 2021
-The number one factor influencing positive and negative dealer reviews
-How dealerships can improve sales volume by managing their online reputations

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

What Does It Take to Be a Top Automotive Brand?

You're promptly responding to online reviews and even requesting reviews from patients; but what's next? In this webinar learn what to do with all of that online feedback and how to operationalize it, both within patient experience and marketing initiatives.

**If you register now and attend this webinar, you’ll be entered to win breakfast for your department!**

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

How to Turn Online Patient Feedback into Actionable Insights.

91% of people believe that companies should fuel innovation by listening to their customers. Yet, only 32% of marketing and customer experience professionals believe they have access to the information they need to understand customers’ needs. 

Learn the top 3 ways Social Listening can help you close this gap, and transform your business - complete with a live demo. Tune in to learn:

- How to understand perception of your brand across all social channels
- Strategies for using deep analytics to improve your CX, content, and crisis management strategy 
- Ways to leverage Competitive Analysis to gain the advantage over your competition

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

3 Ways Social Listening can Transform Your Business

CGA's Karl Chessell is joined by Reputation's hospitality experts, Kate Burns and Phil Capper, to discuss the key findings of their UK consumer survey - 'Digital Touchpoints of Consumers’ Out Of Home Journey'. 

The panel will delve into CX trends in the hospitality industry and the impact of reputation on consumer choices while offering insight into how your brand can build and enhance its digital reputation.

Panellists: 
Kate Burns, EMEA Engagement Manager at Reputation
Phil Capper, Account Executive at Reputation

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

How Hospitality Brands Can Win In A Digital World

It’s no secret that healthcare organizations that request reviews consistently get more feedback from their patients; however, aligning efforts internally across key stakeholders can be challenging and difficult to overcome. In this webinar learn how to break down the silos between marketing and patient experience teams in order to launch review requests at scale.
Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

The What, Why and How of Requesting Reviews from Patients.

Research shows that 80% of healthcare consumers trust online reviews. In fact, ratings and reviews are the third most important decision factor for patients when selecting care, after insurance and location.
In this webinar Healthcare Strategy and Consulting Manager Celine Patterson and Customer Success Manager Clarissa DeCarlo discuss how to best manage online feedback in an era of healthcare consumerization.

Tune in to learn: 
Where patients go for feedback
Best practices for monitoring and managing online reviews 
Factors to consider when implementing a Reputation Management program at your healthcare organization
How to be proactive with online feedback
 
Save the date for additional series topics to follow:
The What, Why and How of Requesting Reviews from Patients.
Thursday, September 9 at 11AM PT | 2PM ET
How to Turn Online Patient Feedback into Actionable Insights. 
Thursday, October 14 at 11AM PT | 2PM ET

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

So a patient left you a bad review, now what?

70% of consumers prefer to communicate with businesses through messaging platforms and two-thirds expect a response in just 10 minutes. How can businesses manage messaging at scale?

In this webinar, Sr. Product Marketing Manager Siôn Owen and Product Manager Timi Chu discuss how to increase engagement and sales by incorporating messaging into lead generation and customer initiatives. Join us to learn:

• Why the customer landscape demands messaging
• What part mobile plays in the messaging trend
• How to create happy customers and decrease churn
• How to boost field team productivity

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

Messaging Applications: How To Change Chat Into Revenue

Over 90% of companies believe in fueling innovation by listening to their customers. But only 32% of marketing and customer experience professionals believe they have the information they need to understand customers. Which begs the question, how can and should modern marketers and CX leaders gather feedback data and quickly act on it to address this customer experience gap?

Join Reputation and Nuvi to learn how to harness the value of social intelligence to achieve business goals.

Curious how to use the insights from the webinar? Schedule a consultation with our experts today. Visit us at https://reputation.com/

Reputation Upgrade: Incorporating Powerful Social Listening and Analytics

Google is the world’s fourth most valuable brand, and despite facing recent challenges — decreasing ad revenue and an antitrust lawsuit — the search giant is poised to emerge stronger than ever in 2021 and beyond, because of its massive scale, leadership and ingenuity. 

Curious what tricks Google has up its sleeve?

Join us for an upcoming webinar featuring Reputation’s resident Google expert Adam Dorfman, as we take a deep dive into what Google’s up to these days, and what we can expect from the company in the coming months. 

Learn how Google will:
• Demonstrate value to advertisers as a means to own the customer journey from awareness to conversion
• Protect relationships with local businesses by investing in GMB and Google Maps 
• Support businesses, educators and healthcare providers while extending its reach
• Take steps to protect users’ privacy, and provide leadership in these uncertain times

A Look at Where Google’s Headed in 2021

We all saw the increasing importance of Digital Transformation coming - but no one realized the rate at which 2020 would accelerate the need to put your plans to action. Meeting your customers where they are, is now more important than ever.

Join me for a conversation with Banner Health CMO Alexandra Morehouse, as we explore how this year has forever changed the way we interact with our customers.

Join Reputation.com CEO Joe Fuca for a conversation with Banner Health's CMO, Alexandra Morehouse, as they explore how this year has forever changed the way we interact with our customers. We'll touch on:
• Lessons learned from the front lines - Innovative tactics to open your Digital Front Door
• Enhancing your skill set - how the roles of marketing and customer experience have merged in order to improve customer facing programs
• Tips for fast tracking your digital transformation efforts to boost ROI
• Ways you can measure your customer experience improvement

Joe Fuca
CEO, Reputation.com
A thirty-year technology veteran, Joe Fuca is known in Silicon Valley for leading both private and public companies through worldwide growth phases, transformative customer success, and category leadership. Most recently the president of worldwide field operations at SaaS breakout FinancialForce, Joe was responsible for all enterprise-class sales, implementation and customer success groups. He was the first executive brought into DocuSign to build out the infrastructure necessary to grow the company ten-fold to $250 million in four years.

Alexandra Morehouse
CMO, Banner Health
Alexandra Morehouse joined Banner Health as chief marketing officer in 2015. Prior to that, she held marketing leadership roles for Kaiser Permanente, AAA, Charles Schwab and American Express. Morehouse earned a bachelor’s degree at Harvard University and a master’s in business administration from Harvard Business School.

FAST BREAK SERIES The Digital Front Door and the Covid Impact

Social media is a critical part of your online reputation, but for multi-location enterprises managing social channels for each location can seem impossible. Enter the Reputation.com Social Suite which is specifically designed for multi-location businesses.

The nature of social media’s massive amounts of valuable unstructured data necessitates an expert tool that can monitor and respond at scale anywhere the customer voice has influence. In this presentation we discuss how Social Suite allows you to impact the customer journey at every touchpoint at scale, increasing engagement, improving experience and even managing crises. We’re joined by Reputation.com Sr. Product Manager Timi Chu who will expound on a client case study and break down how this tool engages customers on an individual level. Viewers will learn:

• Common pitfalls and challenges of social media management
• How a social media tool benefits both customer experience and marketing teams
• How to overcome bandwidth issues when managing social media
• Benefits of an integrated social media tool in a reputation experience platform

Sion Owen
Sr. Product Marketing Manager at Reputation.com
Sion Owen is responsible for translating complex engineering and technology-speak into simple language so customers can take advantage of Reputation.com’s suite of company enhancing solutions. Before joining the team he served in leadership and communication roles at BMW Group, Startup Institute and Pitch Circus.

Timi Chu
Sr. Product Manager at Reputation.com
Timi is responsible for co-creating the product and technology roadmap at Reputation.com. Before joining the team she worked in product management and software development at McMaster-Carr and in similar roles in the science and education sectors. Timi obtained a Master of Science in Biomedical Engineering at Northwestern University and a Master of Business Administration at the University of Chicago Booth School of Business.

RXM in Action: Manage the Customer Journey at Scale with Social Suite

How does Google itself want business owners to manage their online presence within the Google ecosystem?

No part of Google My Business (GMB) – Q&A, reviews, listings, visuals, attributes – is an island. Each part feeds back into the other in an ecosystem that creates a snowball effect fueling visibility, conversions, feedback, company improvement and revenue. In this webinar, Reputation Director of Product Adam Dorfman is joined by Google Strategic Partner Manager Josh Pizarro to discuss how Google itself wants business owners to manage their online reputation and customer experience to take advantage of the interacting Google ecosystem. During our presentation we’ll discuss:

• What Google’s algorithm weighs when ranking a company’s searchability
• How pieces of a Google presence communicate with and build off each other
• How you can ensure these different parts reinforce each other
• Why managing Google presence with dedicated resources is imperative

Expanding Success: Taking Advantage of the Interacting Google Ecosystem

The automotive industry is dealing with unprecedented disruption with sales having dropped 9.7% in Q3. However, there are still positive signs of growth, along with data showing a mixture of new and old drivers of positive and negative sentiment.

Reputation.com analyzed more than 18,000 automotive brands and dealerships across the U.S. to understand consumers’ sentiment and what automotive brands are doing right and wrong. In 5 Tips For Automotive Brands Improving Reputation and Customer Experience, we’ll talk about the state of the industry and where brands can improve. More specifically we’ll discuss:
• The emerging consumer trends in the automotive industry
• Where auto brands should focus their efforts
• What part your Google presence plays and how to improve
• The number one drivers of positive and negative sentiment

Speakers
James Piette, Director of Data Science at Reputation.com –
James Piette is responsible for conducting research to yield data insights that allows Reputation.com to advise customers how to improve their companies through reputation and customer experience management. Before joining the RDC team he worked in data science at X10 Capitol, Corstrata and Krossover. Piette has a BS in mathematics, economics and computer science from Trinity College-Hartford and received a PhD in statistics from The Wharton School. He is also currently a Managing Partner of Data Science at Blue Legacy Group.

Ashley Park
Sr. Customer Success Manager, Agency Partnerships at Reputation.com
Ashley is responsible for being a trusted advisor to clients to transform their customer experience and reputation management. Before joining the team she worked in customer success at Yodle and Web.com. Ashely obtained her Bachelor's degree from Arizona State University.

5 Tips for Automotive Brands to Improve Reputation and Customer Experience

In today’s feedback economy, customers go where others have had a great experience, but it can be difficult to build up large volumes of positive reviews on Google – until now.

In this presentation we discuss how Review Booster allows you to unlock the voice of the happy yet silent majority to increase your review volume. Businesses don’t just need high star ratings, but also quantity to convert potential customers at the start of the customer journey online. We’re joined by our Sr. Solutions Engineer Andy Carpenter to help companies understand how this tool works and demonstrate it’s value. More specifically, we’ll dive into:

• Common pitfalls of review requesting
• Benefits of review requesting to both customer experience and marketing teams
• Where reviews make the most impact
• How to scale when deploying review requesting at all locations

Speakers

Sion Owen
Sr. Product Marketing Manager
Sion Owen is responsible for translating complex engineering and technology-speak into simple language so customers can take advantage of Reputation.com’s suite of company enhancing solutions. Before joining the team he served in leadership and communication roles at BMW Group, Startup Institute and Pitch Circus. Sion has a BS in Marketing and International Business from Indiana University and an MS in Communications from Northwestern University.

Andy Carpenter
Sr. Solutions Engineer
Andy Carpenter is responsible for helping clients and prospects determine how to best take advantage of the Reputation.com platform to help them get found, chosen and leverage feedback to improve their business. Andy has over 3 years of experience with requesting reviews and is certified as a Subject Matter Expert in Reviews, Social Media and Requesting. He has a BJ and BA in Convergence Journalism and Latin from the University of Missouri.

RXM in Action: Supercharging Customer Conversion with Review Booster

If you missed Reputation's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

Hear from Reputation's Senior Leadership, including Anthony Gaskell, our Managing Director for EMEA, Joe Fuca, our CEO, and Pranav Desai, our VP of Product Management on all things Reputation.com, the Feedback Economy, CX, as well as the 2021 roadmap for the Reputation platform.

As well as this, catch-up on our Cross-Industry Breakout Session, 'Driving Business Visibility and Performance Through Online Engagement'. Marketing and CX gurus from GAME, Kwik Fit, and Software of Excellence discuss how getting found and chosen online is more challenging than ever for an organisation to control and optimise. Discover how reputation experience is key to their marketing strategy.

Following on from the Breakout, it's time for the Main Event! Hear from Google's Head of Industry for Retail, Ted Souder! Ted has been at Google for 19 years and brings a wealth of experience which he shares with us during his fireside chat with Anthony Gaskell. They discuss:

- Digital trends emerging from the pandemic
- How and why businesses must adapt to the ‘feedback economy’ and leverage data
- Online best practices for brands
- The continuing emergence of voice search
- Advice and guidance for CX and marketing professionals
- and much more!

It's all here, and it's all available on-demand!

Timings for Reference:
- 00:00-11:59: Anthony Gaskell, Opening
- 11:59-26:38: Joe Fuca, CEO Keynote
- 26:39-49:16: Pranav Desai, Platform Roadmap
- 49:17-01:35:07: Cross-Industry Breakout Session
- 01:35:08-02:07:20: Ted Souder Closing Keynote
- 02:07:21-02:27:33: Ted Souder 'Live Q&A

REPLAY: Transform'20 Europe (Cross-Industry)

If you missed Reputation's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

Hear from Reputation's Senior Leadership, including Anthony Gaskell, our Managing Director for EMEA, Joe Fuca, our CEO, and Pranav Desai, our VP of Product Management on all things Reputation.com, the Feedback Economy, CX, as well as the 2021 roadmap for the Reputation platform.

As well as this, catch-up on our Food & Beverage Breakout Session, 'Listening to your Customers and Making your Locations Stand Out.' Leading figures from Mitchells & Butlers and Roadchef discuss the business imperative that is Reputation Experience Management; the challenges faced during the lockdown and the ongoing re-opening phase; making brands and locations stand out online, and the benefits of a holistic CX strategy encompassing customer feedback everywhere.

Following on from the Breakout, it's time for the Main Event! Hear from Google's Head of Industry for Retail, Ted Souder! Ted has been at Google for 19 years and brings a wealth of experience which he shares with us during his fireside chat with Anthony Gaskell. They discuss:

- Digital trends emerging from the pandemic
- How and why businesses must adapt to the ‘feedback economy’ and leverage data
- Online best practices for brands
- The continuing emergence of voice search
- Advice and guidance for CX and marketing professionals
- and much more!

It's all here, and it's all available on-demand!

Timings for Reference:
- 00:00-11:59: Anthony Gaskell, Opening
- 11:59-26:38: Joe Fuca, CEO Keynote
- 26:39-49:16: Pranav Desai, Platform Roadmap
- 49:17-01:39:22: Food & Beverages Breakout Session
- 01:29:23-02:01:40: Ted Souder Closing Keynote
- 02:01:41-02:21:42: Ted Souder 'Live Q&A

REPLAY: Transform'20 Europe (Food & Beverage)

If you missed Reputation's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

Hear from Reputation's Senior Leadership, including Anthony Gaskell, our Managing Director for EMEA, Joe Fuca, our CEO, and Pranav Desai, our VP of Product Management on all things Reputation.com, the Feedback Economy, CX, as well as the 2021 roadmap for the Reputation platform.

As well as this, catch-up on our Automotive Breakout Session, 'The New Buyer Journey And How It Affects European Automotive'. Panellists from Auto Trader, Groupe Renault, JCT600 and Kia take on Reputation Experience Management, the new buyer journey, digital transformation, and of course COVID-19, as well as an audience Q&A.

Following on from the Breakout, it's time for the Main Event! Hear from Google's Head of Industry for Retail, Ted Souder! Ted has been at Google for 19 years and brings a wealth of experience which he shares with us during his fireside chat with Anthony Gaskell. They discuss:

- Digital trends emerging from the pandemic
- How and why businesses must adapt to the ‘feedback economy’ and leverage data
- Online best practices for brands
- The continuing emergence of voice search
- Advice and guidance for CX and marketing professionals
- and much more!

It's all here, and it's all available on-demand!

Timings for Reference:
- 00:00-11:59: Anthony Gaskell, Opening
- 11:59-26:38: Joe Fuca, CEO Keynote
- 26:39-49:16: Pranav Desai, Platform Roadmap
- 49:17-01:34:04: Automotive Breakout Session
- 01:34:05-02:06:16: Ted Souder Closing Keynote
- 02:06:16-02:26:30: Ted Souder 'Live Q&A

REPLAY: Transform'20 Europe (Automotive)

Reputation.com customers have expressed concern over the impact of COVID-19 on their Google My Business (GMB) listings. To address this concern, we studied 81,000 listings across several industries and explored how the pandemic has affected key metrics such as GMB views, clicks-to-driving directions, clicks-to-call and click throughs to websites.

Although COVID-19 has rocked GMB listings for organizations across industries, we’re seeing signs of a gradual turnaround. Our presentation digs deeper into performance data to assess how and why GMB listings were affected differently from one industry to the next.

COVID-19’s Impact On Google My Business Performance And What’s Changing

Google

Google My Business

Covid-19

Coronavirus

business listings

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COVID-19’s Impact On Google My Business Performance And What’s Changing

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