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Why Reputation Matters: A Conversation with Red Wing Shoes

In today's "feedback economy," the experiences people have with your brand throughout the entire customer journey—online and onsite—have a direct impact on future revenue.

Watch this on-demand webinar from Google Cloud and Reputation.com to learn actionable insights from real-world examples.

Join industry expert Michael Tarter, Director, Retail Strategy at Reputation.com, for a conversation with Dave Schneider, Chief Marketing Officer at Red Wing Shoes, on why reputation and experience management is critically important to retailers.

Michael and Dave's discussion will cover topics important to retailers today, including:

• How to listen to feedback from customers and employees and take action on their insights
• The impact that online reputation has on customer acquisition and retention
• How to win in the feedback economy
Recorded Oct 13 2020 30 mins
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Presented by
Michael Tarter, Director of Retail Strategy and Dave Schneider, CMO of Red Wing Shoes
Presentation preview: Why Reputation Matters: A Conversation with Red Wing Shoes

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  • REPLAY: Transform'20 Europe (Cross-Industry) Nov 5 2020 9:30 am UTC 148 mins
    Anthony Gaskell, Joe Fuca, Pranav Desai, Phil Capper, GAME, Kwik Fit, Software of Excellence, Ted Souder
    If you missed Reputation.com's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

    Hear from Reputation.com'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.com 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 (Food & Beverage) Nov 4 2020 9:30 am UTC 142 mins
    Anthony Gaskell, Joe Fuca, Pranav Desai, Kate Burns, Mitchells & Butlers, Roadchef, Ted Souder
    If you missed Reputation.com's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

    Hear from Reputation.com'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.com 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 (Automotive) Nov 3 2020 9:30 am UTC 138 mins
    Anthony Gaskell, Joe Fuca, Pranav Desai, Bruce McKay, Auto Trader, JCT600, Kia, Groupe Renault, Ted Souder
    If you missed Reputation.com's Transform'20 Europe recently, you can catch-up on the FULL EVENT right here on BrightTALK!

    Hear from Reputation.com'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.com 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
  • The Top 10 Data Trends That Matter For UK Hospitality Nov 2 2020 11:00 am UTC 60 mins
    Bruce McKay, Director of Solution Engineering EMEA & Gary Banks, Enterprise Sales Manager
    Join us on Monday 2nd November for a 30-minute in-depth look at Reputation.com's recently released '10 Data Trends That Matter For Hospitality' quick-take report. We've analysed the reviews and Google My Business listings of over 4,500 UK pubs and restaurants to identify the top 10 trends that we're seeing so far this year and provide key actions you can take based on our data to ensure future success.
  • Taking a Human-Centered Approach to Your Digital Front Door During COVID-19 Oct 28 2020 5:00 pm UTC 45 mins
    Colby Kennedy, Annie Haarmann, Jay Erickson, Stephanie Behling
    Has your organization done enough to maximize the patient experience at the first point of contact, the digital front door?

    Telehealth has gone from a “nice-to-have” to an essential service to minimize risk of infection during the COVID-19 pandemic. As healthcare providers rush to get these virtual services in place, there’s still more that organizations need to do to facilitate a better patient experience both remotely and in-person. By prioritizing key digital touchpoints, organizations can build loyalty, gain competitive advantage, and ensure the patient relationship is optimized from the start.

    Join us for an in-depth discussion with industry experts and healthcare-sector leaders about digital service delivery, and what providers need to do now to meet the evolving needs of their patients.

    What attendees will learn:
    • How to improve online visibility and make sure patients have a seamless first impression
    • How to earn patient trust with digital onboarding
    • Considerations for equitable and accessible digital service delivery
    • Best practices for collecting patient feedback to continuously improve
    • Strategies to optimize patient engagement and make a positive, lasting impact
  • Digital Difference: Why Some Property Management Firms Adapt and Succeed Oct 22 2020 4:00 pm UTC 60 mins
    Colby Kennedy, James Piette, Ivette Garcia, Kelley Shannon - Bozzuto
    The property management industry is dealing with unprecedented disruption. Roughly one in five Americans have moved or know someone who has moved because of COVID-19. What’s more, property management firms must adapt to using digital channels to attract new residents.

    Reputation.com analyzed customer feedback for more than 70,000 multifamily residential properties, to understand resident concerns and gauge overall sentiment. The data tells a strikingly clear story of who is winning and why.

    During our upcoming webinar, we’ll explore the reasons some firms are flourishing while others are floundering — and share practical steps to ensure your own company’s success.

    You’ll learn:
    • What matters to residents, based on an in-depth feedback analysis
    • Why your Google presence is a critical factor to your firm’s success
    • How to harness tools for a digital-essential journey while keeping a personal touch
  • Why Reputation Matters: A Conversation with Red Wing Shoes Recorded: Oct 13 2020 30 mins
    Michael Tarter, Director of Retail Strategy and Dave Schneider, CMO of Red Wing Shoes
    In today's "feedback economy," the experiences people have with your brand throughout the entire customer journey—online and onsite—have a direct impact on future revenue.

    Watch this on-demand webinar from Google Cloud and Reputation.com to learn actionable insights from real-world examples.

    Join industry expert Michael Tarter, Director, Retail Strategy at Reputation.com, for a conversation with Dave Schneider, Chief Marketing Officer at Red Wing Shoes, on why reputation and experience management is critically important to retailers.

    Michael and Dave's discussion will cover topics important to retailers today, including:

    • How to listen to feedback from customers and employees and take action on their insights
    • The impact that online reputation has on customer acquisition and retention
    • How to win in the feedback economy
  • Why Reputation Matters: A Conversation with Red Wing Shoes Recorded: Oct 13 2020 31 mins
    Michael Tarter, Director of Retail Strategy and Dave Schneider, CMO of Red Wing Shoes
    In today's "feedback economy," the experiences people have with your brand throughout the entire customer journey—online and onsite—have a direct impact on future revenue.

    Watch this on-demand webinar from Google Cloud and Reputation.com to learn actionable insights from real-world examples.

    Join industry expert Michael Tarter, Director, Retail Strategy at Reputation.com, for a conversation with Dave Schneider, Chief Marketing Officer at Red Wing Shoes, on why reputation and experience management is critically important to retailers.

    Michael and Dave's discussion will cover topics important to retailers today, including:

    • How to listen to feedback from customers and employees and take action on their insights
    • The impact that online reputation has on customer acquisition and retention
    • How to win in the feedback economy
  • Fast Break CEO Series - NPS Creator Richard Owen Recorded: Oct 8 2020 32 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
  • Reputation Innovation: Fall 2020 Round-Up Recorded: Oct 6 2020 46 mins
    Siôn Owen, Zaid Kaleem, Timi Chu
    You’re invited to Reputation Innovation: Fall 2020 Round-Up, our recap of product innovations and updates from Q3. During this live presentation and discussion, we’ll explain how each new item helps companies get found, get chosen and get better, ultimately to increase revenue. We’ll discuss some recent platform design enhancements, new business listing capabilities and more. Plus, there will be a live Q&A session where you can ask questions specific to your needs. Join us!
  • The State of Google and What it Means for Your Business Recorded: Sep 29 2020 37 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.
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  • Title: Why Reputation Matters: A Conversation with Red Wing Shoes
  • Live at: Oct 13 2020 5:00 pm
  • Presented by: Michael Tarter, Director of Retail Strategy and Dave Schneider, CMO of Red Wing Shoes
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