Pillar 08
Reputation & Reviews
Systems for collecting the reviews your customers would happily leave if anyone asked them at the right moment.
Most businesses with genuinely happy customers have far fewer reviews than they have earned, because nobody asks, or asks at the wrong moment, or asks in a way that takes four minutes. This is a timing and friction problem, not a persuasion problem.
What this includes
The work itself
Review generation
Requesting reviews at the moment satisfaction is highest, through the channel the customer already uses, with the fewest possible steps.
Review display
Putting verified reviews on your own site where they influence decisions, with appropriate structured data.
Reputation monitoring
Tracking what is being said across platforms and surfacing anything that needs a response quickly.How it is delivered
Method
- Request timing is mapped to your actual customer journey rather than sent on a fixed schedule.
- Requests go to every customer, not only the ones expected to be positive — selective soliciting is against most platforms' rules and is dishonest.
- Negative feedback is routed for a real response rather than suppressed.
What you receive
Deliverables
- A configured review request system tied to your customer journey
- Review display components for your site
- Monitoring and alerting across relevant platforms
- A written response framework for negative reviews
Not included
What this engagement does not cover
Stated plainly so there is no discovery of a gap halfway through.
- Writing, buying, incentivising or fabricating reviews — under any circumstances
- Suppressing or hiding genuine negative reviews
- Review gating that solicits only customers expected to be positive
- Guaranteed removal of existing negative reviews
Tell us what you are trying to grow.
One conversation, no obligation. If we are not the right fit we will say so and point you somewhere better.