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Fast Break Round One with Reputation.com CEO Joe Fuca

In round one of our Fast Break Series led by Reputation.com CEO Joe Fuca, we’ll discuss how to outsmart your competitors and win with Reputation Experience Management (RXM). For round one, Godard Abel, CEO at G2, will join us to drill down on the following topics:

• Why your brand’s reputation hinges on providing exceptional experiences
• How taking action on customer feedback provides competitive advantage, and drives growth and revenue
• Why RXM isn’t just for B2C organizations — it has huge implications for the B2B sector, too
• How the right technology can help you manage and improve reputation and customer experience
Recorded Aug 26 2020 31 mins
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Presented by
Joe Fuca
Presentation preview: Fast Break Round One with Reputation.com CEO Joe Fuca

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  • Fast Break CEO Series - NPS Creator Richard Owen Oct 8 2020 4:00 pm UTC 45 mins
    Joe Fuca, Richard Owen
    Don't miss our conversation with the guy who started it all - Richard Owen, leader of the team that co-created the Net Promoter Score (NPS). This metric transformed the business world, proved the importance of customer experience for sustained growth, and laid the foundation for measuring success in the current Feedback Economy.

    During this lively session, Owen and Reputation.com CEO Joe Fuca discuss:

    • The evolution of NPS and its ability to predict business performance
    • The importance of complimenting NPS with additional insights from various points along the customer journey
    • How to improve brand loyalty by putting NPS and Reputation Score at the core of your customer experience program
  • The State of Google and What it Means for Your Business Sep 29 2020 5:00 pm UTC 45 mins
    Adam Dorfman, Colby Kennedy
    Google has 90% of the global search market — and more than half of Google searches are zero-click, meaning consumers rely on the information there to make decisions. As a result, the search giant is at the center of a sound business strategy.

    As such, making smart choices for your business and its future hinges on understanding Google’s game plan and investments. Armed with this knowledge, you can take steps to improve your chances of being found and chosen in Google’s universe.

    Reputation.com — with its premier Google partnership, API and in-house Google experts — is in a unique position to empower and inform businesses about Google’s direction for the future and what it takes to use Google’s features and capabilities to attract and convert customers.

    Join us for a thought leadership presentation on the state of Google and its direction for the future. You’ll learn:

    • What Google is trying to protect with its investments and why
    • How Google is fighting COVID-19 and engaging business owners at the local level
    • What new industries are getting Google’s attention
    • Why Reputation Experience Management is pivotal to your Google strategy
  • RXM in Action: From Feedback To Movement With Actions Recorded: Sep 16 2020 35 mins
    Colby Kennedy, Siôn Owen, Vicki Berman
    Actions speak louder than words. Is there room for improvement in how your company creates a workflow to act on customer feedback from multiple sources?

    Collecting customer feedback is great, but if your team doesn’t act on it you may be missing an opportunity. Having a solution to assist your team is imperative. In RXM in Action: From Feedback To Movement With Actions, we’ll explain how Actions adds value by helping you understand, track and solve customer service issues through automated workflows. This short presentation includes exclusive content from our Training Manager, as well as an interview with one of our Solutions Engineers to break down how companies successfully use Actions. Here’s what you’ll learn:

    • Why having a single repository of feedback saves resources
    • How to improve your company by closing the loop on customer sentiment
    • Why acting on customer feedback increases a company’s visibility
    • What Actions means for marketing and CX teams
  • Fast Break Round One with Reputation.com CEO Joe Fuca Recorded: Aug 26 2020 31 mins
    Joe Fuca
    In round one of our Fast Break Series led by Reputation.com CEO Joe Fuca, we’ll discuss how to outsmart your competitors and win with Reputation Experience Management (RXM). For round one, Godard Abel, CEO at G2, will join us to drill down on the following topics:

    • Why your brand’s reputation hinges on providing exceptional experiences
    • How taking action on customer feedback provides competitive advantage, and drives growth and revenue
    • Why RXM isn’t just for B2C organizations — it has huge implications for the B2B sector, too
    • How the right technology can help you manage and improve reputation and customer experience
  • RXM in Action: Leveraging Survey Insights to Fuel Visibility Recorded: Aug 18 2020 35 mins
    Siôn Owen, Colby Kennedy and Michael Chang
    Customers are a company’s most precious resource. Is there room for improvement in how your company understands them and acts on those insights?

    Surveys are a direct line to your audience’s voice. If used correctly, they lead to better visibility and higher probability of being chosen. In RXM in Action: Leveraging Survey Insights to Fuel Visibility , we’ll explain the value surveys add to creating exceptional customer experience. This short presentation includes exclusive content from our Training Manager as well as an interview with our Senior Solutions Engineer to breakdown how companies successfully use surveys. Join us to learn actionable insights on leveraging the customer voice to get found, chosen and better. You'll specifically learn:

    • How to maximize your survey response rate
    • How to double your impact by using Surveys to generate Reviews (big differentiator for us)
    • Why using expert templates allow you to focus on action
    • The importance of multiple survey touchpoints to mine customer information
  • Learn the What, Why and How of Requesting Reviews from Patients Recorded: Aug 12 2020 51 mins
    Lindsay Neese Burton, Phil Rapisardo, Celine Patterson
    Research proves that healthcare consumers trust the voice of customers when choosing where to go for care. That’s even more true in the current healthcare crisis. Asking your patients to leave a review helps boost your search visibility and ratings — but first you must overcome the obstacles.

    Healthcare organizations that request reviews consistently get more and better feedback from their patients, which leads to more visibility, engagement and conversions. But first, you must align teams around a common patient feedback strategy, which can be challenging.

    During this webinar, we’ll cover the what, why and how of review requesting at a healthcare organization. Celine Patterson from Universal Health Services will join us and share her team’s strategy and implementation process, and the incredible results they’ve seen. You’ll learn:

    • Why review requesting is so important to patient acquisition, especially during COVID-19
    • How to overcome internal obstacles to review requesting
    • Why it’s easier than you think to implement review requesting
  • How Online Reviews Help Win More Customers with Less Effort Recorded: Aug 11 2020 60 mins
    Ali Fawaz, "Big" Al Gillespie
    Data trends show the auto industry is rebounding, customers are returning and there is pent-up demand. How are you maximizing your online reviews to attract customers to your dealership?

    As many dealers are facing the need to be more effective with fewer resources, online reviews are more important than ever to help get found online and chosen by customers for a vehicle or service.

    During this webinar, “Big” Al Gillespie, CMO at Feldman Automotive Group will join us to share how managing reviews and their online reputation has benefited their dealerships.

    You’ll learn:

    • Why online reviews impact lead generation, and how you can generate more
    • How to increase visibility and engagement on Google to drive revenue
    • Real-world stories from auto dealers and best practices for adapting to new customer shopping trends
  • Credit Unions Only: Driving New Members And Products With Reputation Management Recorded: Jul 30 2020 40 mins
    Vice President of Sales Tom Barnes & Product Marketing Manager Colby Kennedy
    Credit unions provide members with a number of benefits over traditional banks — including lower interest rates on loans, and higher rates of return on investments and accounts. Yet, few are successful at communicating those benefits to potential members.

    To survive and thrive in this highly competitive market, credit unions must drive new members — and the best way to do that in today’s feedback economy is by managing their online reputation. Credit unions that proactively manage all forms of member feedback increase visibility and engagement, convert prospects to members, and, ultimately, boost revenue.

    Watch this webinar to learn how credit unions can leverage online reputation channels such as Google to get found, get chosen and get better. You’ll learn about:

    • How to boost visibility and engagement on Google
    • The value of acting on member feedback
    • What you stand to lose by not managing your online reputation
  • How Companies Win Using Google My Business Q&A Feature Recorded: Jul 29 2020 37 mins
    Adam Dorfman, Colby Kennedy
    Today’s customers make decisions about engaging with businesses using information they find in Google search results — and they may never make it to your website. This major shift in consumer behavior means Google is your business’ new front door. What’s more, the Q&A feature on your Google My Business (GMB) listing provides a critical first impression, and businesses that use this feature properly can increase SEO and search visibility, and improve overall customer experience.

    During this webinar, Adam Dorfman, Reputation.com’s Director of Product and in-house Google expert, will describe how to optimize your GMB Q&A for maximum impact. You’ll learn:

    • Why your GMB Q&A is such an important part of your Google presence
    • How to increase customer engagement and SEO using the Q&A feature
    • Real life examples of businesses that are doing Q&A exceptionally well
  • RXM in Action: Using Reviews To Get Chosen Recorded: Jul 22 2020 36 mins
    Siôn Owen, Colby Kennedy, Vicki Berman
    RXM in Action: Using Reviews To Get Chosen explains the what, why and how of adding value with reviews which help companies get chosen. This short presentation includes exclusive content from our Training Manager as well as an interview with our Senior Solutions Engineer to breakdown what successful companies do with reviews that other companies don’t. This has been created for those with great reviews experience and those just getting started. Join us to learn actionable insights from those who know the products and practices best. You'll specifically learn:

    • How to use reviews to influence customer decision making and ultimately revenue
    • The journey from Needs to Results of how successful real live companies use reviews
    • Why Google is so important and how to capitalize on the new digital front door
    • How review requesting is essential to build volume and increase ratings and rankings
  • Reputation Innovation: Summer 2020 Round-Up Recorded: Jul 8 2020 61 mins
    Sr. Product Marketing Managers Siôn Owen and Ziad Abouchadi, Product Marketing Manager Colby Kennedy
    Reputation Innovation: Summer 2020 Round-Up is our recap of product innovations and updates from Q2. In this presentation and discussion we’ll explain how each new item helps companies get found, chosen and better and ultimately, increase revenue. We’ll discuss new product introductions, business listings updates for pandemic needs, social live streams and facelifts, new mobile app functionality and more. Plus, there will be a Q&A where we answer questions specific to our audience's business needs.
  • RXM in Action: Winning Customers with Business Listings Recorded: Jun 30 2020 30 mins
    Colby Kennedy, Siôn Owen, Avi Putty
    RXM in Action: Winning Customers with Business Listings explains the what, why and how of adding value with business listings which help companies get found and chosen. This short presentation includes exclusive content from our Training Manager as well as an interview with our Senior Solution Engineer to breakdown what successful companies do with business listings that other companies don’t. This has been created for those with great business listings experience and those just getting started. Join us to learn actionable insights from those who know the products and practices best. You'll specifically learn:

    • How to use business listings to increase visibility, conversion and ultimately revenue
    • The journey from Needs to Results of how successful real live companies use listings
    • Why Google is so important and how to capitalize on the new digital front door
    • The most common sites for business listings companies neglect
  • RXM in Action: Winning Customers with Business Listings Recorded: Jun 25 2020 31 mins
    Colby Kennedy, Siôn Owen, Avi Putty
    RXM in Action: Winning Customers with Business Listings explains the what, why and how of adding value with business listings which help companies get found and chosen. This short presentation includes exclusive content from our Training Manager as well as an interview with our Senior Solution Engineer to breakdown what successful companies do with business listings that other companies don’t. This has been created for those with great business listings experience and those just getting started. Join us to learn actionable insights from those who know the products and practices best. You'll specifically learn:

    • How to use business listings to increase visibility, conversion and ultimately revenue
    • The journey from Needs to Results of how successful real live companies use listings
    • Why Google is so important and how to capitalize on the new digital front door
    • The most common sites for business listings companies neglect
  • Recapping COVID-19 Changes To Google My Business and How To Capitalize Recorded: Jun 25 2020 34 mins
    Colby Kennedy, Adam Dorfman
    Throughout the COVID-19 pandemic, Google has made numerous changes to the capabilities and rules for using Google My Business (GMB) listings. To capitalize on these changes and stay visible in search with a strong Google presence, businesses must be familiar with those changes and know how to take action. If not, they risk frustrating customers and missing business opportunities that could help them rebound from economic volatility as shelter-in-place orders end.

    During this 30-minute session, Reputation.com Google expert Adam Dorfman will recap Google’s changes and answer questions from attendees. You’ll learn:

    • How new data fields relate to business listings that GMB has added since Covid-19
    • How GMB has shifted focus and priority to healthcare with healthcare-specific features
    • Ways in which GMB is helping businesses communicate with customers and communities
    • A timeline of GMB changes and what caused them
  • Leadership in Retail & Brand Marketing - Pearle Vision & Google Experts Recorded: Jun 23 2020 53 mins
    Doug Zarkin, Adam Dorfman, Colby Kennedy, Michael Tarter
    As restrictions around COVID-19 ease for retail chains, uncertainty remains. Will consumers feel safe coming back in? How will they respond to all the new health and safety measures in place? How can retailers re-engage their consumer targets, improve the customer experiences and generate revenue while still adhering to CDC and health department requirements? This is a critical time for retailers, and your future success depends on getting this right.

    Join Reputation.com and Pearle Vision CMO Doug Zarkin on Tuesday, June 23 @ 1:00 p.m. ET for an in-depth discussion on how leading retailers are navigating their reopenings to ensure success. As a Premier Google Partner, our product experts will also provide insights into Google My Business trends for retailers, along with data from Reputation.com’s RXM platform on the impact of Coronavirus-related customer feedback.

    Join us to learn:
    • What does COVID-19 mean when it comes to building brands and restoring trust
    • What leading retail organizations are doing to manage and leverage online reputation during reopening
    • How to manage and improve Coronavirus-related reviews
    • The impact of Google My Business trends on the retail industry and how to react
    • Prescriptive recommendations to improve star ratings, post-pandemic
  • Rebounding From COVID-19: How To Prepare For and Drive Growth Recorded: Jun 17 2020 49 mins
    Annie Haarmann, Reputation.com and Reed Smith, Jarrard Phillips Cate & Hancock
    Hospitals are facing financial challenges like never before. In April, the median operating margin for hospitals dropped to negative 29% in April. Surgical procedures fell by more than 60% as hospitals and patients delayed non-urgent procedures.

    Concerned about exposure to COVID-19 and facing an uncertain financial future, patients have been slow to return. Experts are worried about the impact of delayed treatment to those with chronic health conditions.

    It’s time to bring patients back.

    Join industry experts for a webinar to learn:
    • What preparation is necessary to ensure your operations are ready for patients to return
    • How to bring back trust and confidence among fearful healthcare consumers
    • How to improve online visibility and raise awareness of revenue-generating services
    • What leading healthcare organizations are doing to scale virtual care for the future
  • Reputation.com's Post-Transform Product Demo Three Recorded: Jun 4 2020 47 mins
    Christina Trapolino
    Join us as our product specialists take you through Reputation.com's updated and cutting-edge platform for RXM. In this live demonstration you'll see how the platform works, why we've created it and what it can do for your organization. At the end there will be a live Q&A where you can ask questions specific to your needs. We look forward to having you there!
  • How Subaru Dealers Can Survive & Thrive with a Reputation Strategy Recorded: Jun 3 2020 34 mins
    Ali Fawaz, Maile Hooser and Amanda Devenport
    Join this Subaru-exclusive webinar to learn the "what, why and how" behind building an effective online presence under any circumstances.

    You'll learn:
    -- Why Google search and Google My Business (not the dealer website) are the new front doors to your dealership

    -- How to manage the customer experience at every touchpoint for a better online reputation

    -- Practical tips for taking action on customer feedback

    -- How to increase online views, on-site visits and service business
  • Reputation.com's Post-Transform Product Demo Two Recorded: Jun 2 2020 46 mins
    Andy Carpenter
    Join us as our product specialists take you through Reputation.com's updated and cutting-edge platform for RXM. In this live demonstration you'll see how the platform works, why we've created it and what it can do for your organization. At the end there will be a live Q&A where you can ask questions specific to your needs. We look forward to having you there!
  • Post-Covid-19: Leveraging Property Management Social Media Recorded: Jun 2 2020 48 mins
    Colby Kennedy, Timi Chu, Jaemi Carkin, Becca Hallisey
    The world is gradually reopening after the Covid-19 pandemic, and we’re looking at our past and current situation to prepare for the future. In this 45-minute virtual town hall, we will discuss how property management companies can best use social media for effective communications, both during and after any crisis. We’ll hear from resident social media expert Timi Chu and industry leader Greystar about how property management firms can leverage social media tactics, strategies to get the word out about reopening plans and how to drive traffic and business post-pandemic.

    This presentation will go beyond Covid-19 to discuss the best practices of social media during any crisis situation. Specifically, attendees will learn:

    • Greystar’s social media story and what they’re doing as the world reopens
    • Lessons learned from the Covid-19 pandemic
    • Social Media best practices for customer communications during and after any crisis
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