The bigger picture: costs, choosing an agency, measuring reputation, and building a brand that holds up when something goes wrong.
How word of mouth marketing works for small and mid-sized businesses, from giving people something worth mentioning to referral programs and reviews, within FTC rules.
Net Promoter Score measures how likely customers are to recommend you. Here's how it works, what it tells you about your reputation, and how to use it without gating reviews.
A voice of the customer survey captures what customers need, value and complain about in their own words. Here is how to design one, which questions to ask, and how to connect it to your reviews.
What UGC marketing is, how to encourage and collect customer content, how to get permission and disclose incentives under FTC rules, and how UGC supports your reviews.
Social proof marketing uses real reviews, testimonials and customer stories to show buyers that people like them chose you. Here is how to collect it, place it and keep it honest.
How social media sentiment analysis works, how to run it by hand or with tools, where automated scoring goes wrong, and how to turn the results into reputation decisions.
Service recovery is what you do after something goes wrong for a customer. A clear, fast process can turn a complaint into trust, and keep a bad day from becoming a bad review.
Review velocity is how fast new reviews arrive. A steady, natural pace keeps your profile current and credible. Here is how to measure it and raise it without breaking platform rules.
Reputation management software covers review tools, listings, social listening and surveys. Here is what each category does, what it can't do, and how to evaluate one for your business.
The standard NPS question, the follow-up questions worth adding, wording for different businesses, and how to run the survey without gating your reviews.
How to calculate Net Promoter Score step by step: the formula, worked examples, spreadsheet formulas, sample size cautions, and how to read the result against your reviews.
Customer testimonials work when they are specific, real and used with permission. Here is how to ask for them, shape them without changing their meaning, and place them where buyers hesitate.
These guides step back from individual reviews and search results to the decisions behind them: whether to hire help, what it typically costs, how to judge progress, and how to build a reputation strong enough to absorb the occasional bad day.
Readers usually arrive with a few questions in mind. Is an agency worth it, and how do you spot one that uses risky tactics? How do you know whether anything is improving? How should a new business, or a team without a marketing department, get started? A few guides answer those directly:
If you'd like to compare doing it yourself with getting support, our overview of reputation management services explains each option and how the work is scoped.
Start with step 1
Get a free, no-obligation reputation audit covering search results, review profiles and social mentions, with clear next steps.
