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Customer Feedback Platform Reputation Brings Together The Worlds Of Online Reputation, Customer Experience And Digital Experience Management

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Below is our recent interview with Colette McLaughlin, from Reputation:

Q: Could you provide our readers with a brief introduction to your company?

A: Reputation is a customer feedback platform that created the reputation experience management (RXM) category by bringing together the worlds of online reputation management, customer experience and digital experience management.

Q: Any highlights on your recent announcement?

A: Reputation received a number of accolades from G2 in its Summer Awards. Most notably, Reputation was named as a strong performer in Competitive Intelligence, the platform’s newest product which was rolled out in March. Additionally, Reputation was highlighted for being a social media leader for mid-market organizations and for seeing XM adoption growth among enterprise customers.

Lastly, Reputation was named as a leader in ten G2 categories:

  • Experience Management
  • Online Reputation Management
  • Social Media Suites
  • Local Marketing
  • Local Listing Management
  • Social Customer Service
  • Local SEO
  • Social Media Monitoring
  • Social Media Analytics
  • Social Media Management

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Q: Can you give us more insights into your offering?

A: Reputation believes that business leaders need a solution to turn their customer feedback data into actionable insights – especially unsolicited feedback, a $100 billion market uncontrolled by brands.

Reputation’s interaction-to-action platform translates vast amounts of private and public feedback data into prescriptive insights that companies use to learn from and grow. A fully customizable platform, Reputation offers the following products:

  • Competitive Intelligence – Use feedback about your competitors to deliver better customer experiences
  • Social Suite – Listen to online conversations and engage with customers
  • Insights and Actions – Uncover hot topics and customer sentiment, then resolve issues
  • Business Listings – Appear at the top of search results and attract new customers
  • Location Pages – Direct customers to the business location nearest them
  • Messaging – Win sales and loyalty from customers across popular messaging apps
  • Reviews and Review Booster – Track, manage and respond to reviews in one place
  • Surveys – Generate meaningful insights from customers via email or text message
  • Reputation Score – See where you stand today, know how you got there, and learn exactly how to get better

Q: What can we expect from your company in next 6 months? What are your plans?

A: We will continue to invest in innovating on our platform in order to help our customers harness the power of feedback for business improvement. Additionally, we will further expand globally – we have a strong presence in the EMEA region and look forward to serving more customers there.

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Q: What is the best thing about your company that people might not know about?

A: Reputation is a customer-centric organization. We have two advisory boards for customers – for day-to-day users and senior leaders – that provide feedback on our platform and beta test new products and services. Our customers are our most important advocates, so we pride ourselves on prioritizing their feedback.

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