Reputation Management

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. 

Here are some of the common reasons why a business might want to delete their Facebook Page:

• Rebranding: Your company is undergoing a rebranding process and you’d like to start fresh with a brand new Facebook Business Page. 
• Negative reviews and feedback: Your Facebook Page has received overwhelmingly negative feedback or reviews. Given the importance of social media marketing, this can hurt your business reputation and drive potential customers away.
• Legal issues: Legal complications or disputes may suddenly arise and you have to learn how to delete a Business Page on Facebook as a precautionary measure.
• Change in ownership: A change in ownership or management might prompt the decision to delete the Facebook Page and start fresh under new leadership.
• Privacy concerns: Your company may need to learn how to delete a Facebook Page in order to protect sensitive information or data.
• Inactivity: The business is no longer active or operational, and maintaining the Facebook Page is unnecessary.

How to Delete a Facebook Business Page

To delete your Facebook Business Page the traditional way — that is, using a desktop computer and logging into Facebook using your personal account — follow these steps:

• Ensure you are an admin of the Facebook Business Page you are trying to delete. Note: If it’s a duplicate Page that you don’t have access to, you may need to claim the Facebook Business Page first. 
• Navigate to: https://business.facebook.com/. This will take you to your Meta Business Account, sometimes called a Business Manager account. It is also sometimes called Meta Business Portfolio. 
• Go to Settings. In the Business Assets tab, select Pages. Then select the Facebook Business Page you’d like to delete. 
• Click the 3 horizontal dots icon and select Remove from Business Portfolio. 
• Click Remove Page. 

There are other ways that a Page may be removed from your Facebook or Meta Business Portfolio. For example, someone on your team with full control of your Business Page can request to have the Page deleted. If you receive a Page removal request, you will have 30 days to respond with a Yes or No. 

• Using your Meta Business Account, go to Settings or Business Settings.
• Select the Requests tab and locate the removal request. 
• Select Approve or Decline.

FAQs on How to Delete a Facebook Page

Before you click that button that permanently deletes your brand presence on Facebook, here are answers to some of the most frequently asked questions about how to delete a Page on Facebook.

Why Can’t I Delete My Facebook Business Page?

The most common reason for not being able to delete a Page is because the user is not an admin of the Page. If you are an admin and you still can’t delete your Page, it’s possible that there may be another admin who may have canceled the Page deletion or declined your Page removal request.

What Happens When I Delete My Facebook Page?

Deleting your Business Page means nobody will be able to see or find it on Facebook. Once a Page has been removed, you will have 14 days to restore it in case you change your mind. 

After that, you’ll be asked to confirm if you’d like to delete the Facebook Business Page permanently. Keep in mind that if you delete the Page permanently, you will lose its content and data forever. This includes your Page likes, comments, interactions, and Facebook reviews and recommendations. 

Another important thing to keep in mind is that if your company has run ads using this Page, deleting it may affect your ad account’s performance or history. Moreover, if your Business Page was connected to Messenger for business communication, this connection will be severed and any existing conversations will be lost.

Should I Delete My Facebook Page?

The question of whether or not you should delete your Facebook Business Page depends on the situation and what your strategic goals are. For example, you may be assuming ownership of a business that you recently acquired, and you are wondering whether you should update the existing Page and rebrand — or delete the Page altogether. 

Here are some considerations to help you make an informed decision:

• Brand reputation. Assess the reputation and brand equity associated with the Facebook Page in question. If the Page has a positive reputation (with plenty of 5-star reviews and ratings), active engagement, and a substantial following, it may be valuable to retain it so that your team can leverage existing customer relationships and support your brand reputation management strategy. 
• Integration with your brand. Consider whether the existing Page aligns with your brand identity. If you can integrate the Page, maintain continuity, and facilitate the transition for existing customers, there is no need to learn how to delete the existing Business Page on Facebook. 
• Audience and reach. Evaluate the audience demographics and reach of the Facebook Page before trying to delete it. If the audience aligns with your target market and provides access to potential customers, keeping the Page can be advantageous for marketing and promotional purposes.
• Rebranding or consolidation. If rebranding or consolidating operations is part of your strategy, deleting the Facebook Page may be necessary to streamline your brand presence and avoid confusion. Consider communicating the changes transparently to customers and redirecting them to your primary brand channels.

If you’re planning to delete your Facebook business page due to negative or misleading online reviews, consider how you can enhance your online reputation instead. Rely on existing customers to share their own positive experiences by leveraging InMoment’s reputation management software. It empowers you to collect feedback from current customers, not only improving your online reviews but also offering valuable insights for areas of enhancement.

Ultimately, the decision to delete, unpublish, or keep the Facebook page of a business you’re managing should be based on a thorough assessment of its value, alignment with your strategic objectives, and considerations of brand, audience, and resources.

How Do I Remove the Owner of a Facebook Business Page?

If you no longer want someone to have access to a Page that’s part of a Business Account, you can remove their access.

• Using your Meta Business Account, go to Business settings.
• Below Accounts, click Pages and select the Page from which you’d like to remove the person’s Page ownership and access. 
• Hover over the person’s name and click the trash can icon. Click Confirm.

Removing a user from a Page does not remove them from your Business Portfolio. For security reasons, it’s recommended that you remove inactive people from your Business Portfolio who no longer need access to any of your business assets or other Pages.

Only admins have the ability to manage roles on a Facebook Page. If you don’t have admin access, you won’t be able to remove an owner. Also, be sure to communicate with the person being removed from the owner role to avoid any misunderstandings.

What’s the Difference Between Publishing and Deleting a Page?

Unpublishing a Facebook Business Page hides it from public view temporarily, while deleting a Facebook Page permanently removes it from the platform along with all associated content.

If you’re unsure about losing all the data from your Page, you may choose to simply “unpublish” the Page instead of learning how to delete the Facebook Business Page. This hides it from the public, including the people who like your Page. Unpublishing is a reversible action, allowing businesses to temporarily hide their Page without permanently deleting it. This might be useful during periods of maintenance, rebranding, or when the business is not actively engaging on Facebook.

If you’re an admin, you can unpublish your Page at any time. Unpublished Pages are only visible to the people who manage the Page. It won’t be visible to the public until it’s published again.

Connect Data and Feedback from Social with InMoment

Learning how to delete a Facebook Page is just one of the steps your team can take to protect brand reputation and improve social media marketing performance. With InMoment, you can elevate your review management strategy and integrate social media data with your customer relationship management system to achieve a comprehensive view of customer interactions across various channels, enabling your team to deliver more personalized and cohesive experiences. 

Did you know that 46% of all internet searches have local intent? In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more. 

When executed effectively, it enables your business to attract customers organically, bypassing the need for hefty investments in traditional advertising. 

What is Local SEO?

Local SEO (Search Engine Optimization) is the practice of optimizing your online presence to attract more business from relevant local searches on search engines like Google. It involves various strategies to improve your website’s visibility in local search results, making it easier for potential customers in your area to find your business.

Why is Local SEO Important?

Local SEO is one of the most important factors for driving traffic to your business. As a matter of fact, 50% of smartphone users visited a business within a day of their local search. So it doesn’t matter if you are a local business, or have hundreds of locations across the country, capitalizing on local SEO is key to standing out from your competitors and driving business success. Ultimately, investing in local SEO equips you with the tools and strategies needed to enhance your online visibility, attract relevant traffic, and drive tangible business results, regardless of your business’s size or geographical footprint.

What is an Example of Local SEO?

An example of local SEO in action is when someone searches for a specific service or product with a location-based query, such as “plumber near me” or “coffee shop in Dallas.” In response, search engines like Google display a list of relevant businesses that match the user’s query and are located in or near the specified area. 

These search results are influenced by various local SEO factors, including the business’s proximity to the user’s location, the relevance of the business to the search query, and the prominence of the business’s online presence. By optimizing their websites, Google My Business listings, and other online profiles for local search, businesses can increase their chances of appearing in these local search results and attracting nearby customers.

How Does Local SEO Work?

When it comes to SEO and local SEO, there is not an exact list of everything you need to do to rank in the top positions. There is, however, a set of practices that organizations can follow in order to improve the rankings of their pages. There is a set of best practices for standard SEO, and a set of best practices for local SEO. 

When it comes to local SEO, the ranking factors are more personal to your business. These factors include: 

• A claimed and verified Google Business Profile
• Consistent and accurate business information such as name, address, and phone number. Often referred to as NAP
• High-quality images and videos to your Google Business Profile
• Local content that caters towards local interests, events, and news
• Positive sentiments in customer reviews

While this is not an exhaustive list, this gives you an idea of some of the most important local SEO ranking factors. To imagine what these look like in action, imagine a local bakery wants to improve their local SEO rankings so they can get more organic traffic to their business. 

The business owner would claim and verify their Google Business Profile, and then complete the setup by inputting the proper NAP information as well as high-quality images of the bakery. The business owner would then create localized content such as blog posts about upcoming local events where they will be showcasing their products. Finally, the business owner would ask satisfied customers to leave a positive review, so that future prospective customers can see the positive experience that others have had. 

How Long Does a Local SEO Strategy Take?

The timeline for seeing results from local SEO efforts can vary depending on various factors, including the competitiveness of your industry, the quality of your optimization efforts, and the specific strategies you’re implementing. Generally, you may start seeing improvements in local search rankings within a few weeks to several months.

For businesses in less competitive industries or smaller geographic areas, you may see results sooner, often within a few weeks of implementing local SEO strategies. This could include improvements in local search rankings, increased website traffic, and more visibility in local search results.

However, for businesses in highly competitive industries or larger geographic areas, it may take longer to see significant results from local SEO efforts. In these cases, it may take several months of consistent optimization, content creation, citation building, and other strategies to see noticeable improvements in local search rankings and online visibility.

It’s important to note that local SEO is an ongoing process that requires continuous monitoring, adjustment, and optimization. While you may start seeing initial results within a few weeks or months, the full benefits of local SEO often accrue over time as you continue to build your online presence, attract more local customers, and establish your business as a trusted authority in your community.

Local SEO Tips & Strategies

While the basic local SEO tips such as an optimized Google Business Profile, local content, and asking for reviews have already been covered, there are certain strategies you can implement that will capitalize on those tips to help you succeed. 

Local Content Marketing Strategy

Local content marketing involves creating and promoting content that specifically targets and resonates with your local audience. This strategy aims to establish your business as a valuable resource within the community while also improving your visibility in local search results. Here’s how to implement a local content marketing strategy effectively:

1. Understand Your Local Audience 

• Start by researching your local community to understand their interests, needs, and preferences.
• Identify common pain points, questions, or topics of interest that your audience is searching for online.

2. Create Localized Content

• Develop content ideas that are relevant to your local audience, such as guides to local attractions, events, or hidden gems in your area.
• Incorporate local keywords naturally into your content to improve its visibility in local search results.
• Use storytelling and personal anecdotes to make your content relatable and engaging for local readers.

3. Promote Your Content Locally

• Share your content on local social media channels, community forums, and neighborhood groups to increase its visibility within the community.
• Collaborate with other local businesses or organizations to cross-promote each other’s content and reach a broader audience.
• Consider sponsoring local events or community initiatives that align with your brand values and target audience to increase exposure for your content.

4. Engage with Your Audience

• Monitor comments, shares, and feedback on your content and respond promptly and thoughtfully to engage with your audience.
• Encourage user-generated content by hosting contests, challenges, or events that encourage your audience to share their experiences and stories related to your business or community.
• Incorporate feedback and suggestions from your audience into future content ideas to ensure that your content remains relevant and valuable to your local community. This will also encourage from the google local guide program to interact with your business.

5. Track and Measure Results

• Use analytics tools to track the performance of your local content marketing efforts, including website traffic, engagement metrics, and conversions.
• Monitor changes in local search rankings for targeted keywords related to your content to assess its impact on your overall local SEO strategy.
• Adjust your content marketing strategy based on the insights gained from tracking and measuring results to optimize your efforts and drive continued success.

Local Link Building Strategy

Local link building involves acquiring backlinks from relevant and authoritative websites within your local community. These backlinks not only improve your website’s authority and credibility but also signal to search engines that your business is highly relevant to local search queries. 

1. Identify Local Link Opportunities

• Research local businesses, organizations, and community websites that are relevant to your industry or target audience.
• Look for opportunities to collaborate or contribute content that could earn you backlinks, such as guest blogging, sponsoring events, or participating in local charity initiatives.

2. Create Compelling Linkable Assets

• Develop high-quality, informative, and shareable content that other websites in your community would want to link to.
• Examples of linkable assets include in-depth guides, infographics, case studies, or local resource directories that provide value to your audience and demonstrate your expertise in your industry.

3. Reach Out to Local Websites

• Craft personalized outreach emails to local websites, introducing yourself and your business, and explaining how your content or expertise could benefit their audience.
• Be polite, concise, and specific about what you’re offering and why it would be valuable to their readers or followers.
• Follow up with a friendly reminder if you don’t hear back initially, but avoid being pushy or overly aggressive in your follow-up approach.

4. Build Relationships with Local Influencers

• Identify local influencers, bloggers, or journalists who cover topics relevant to your business or industry.
• Engage with them on social media, comment on their blog posts, and share their content to start building a relationship and establishing trust.
• Once you’ve built rapport, pitch them your content or expertise as a valuable resource for their audience, and ask if they would consider linking to it or featuring it on their platform.

5. Monitor and Maintain Your Backlink Profile

• Keep track of the backlinks you’ve earned from local websites and monitor their status regularly.
• Respond promptly to any requests for link removal or changes to ensure that your backlink profile remains healthy and free from spammy or low-quality links.
• Continuously seek out new link opportunities and update your outreach efforts to reflect changes in your industry or local community.

While this is not a full list of every available local SEO strategy, this gives you an insight into what more complex local SEO techniques may look like, and how you can implement them for your business. 

Features to Look for in Local SEO Software

When selecting a local SEO software for your business, there are many different features available. But, it is important to choose a software that directly aligns with your business goals. Here are some common local SEO features to consider: 

• Local Business Listing Management: Software that helps you manage your business listings on local directories, review sites, and other online platforms to ensure your business information is accurate and up-to-date.
• Review Monitoring and Management: Tools that enable you to monitor and manage customer reviews across multiple review sites, allowing you to respond promptly and maintain a positive online reputation.
• Geotargeting Capabilities: Features that allow you to target specific geographic areas with your SEO efforts, such as creating location-specific landing pages or targeting ads to users in specific locations.
• Local Rank Tracking: Tools that track your local search rankings for target keywords and provide insights into your performance compared to competitors in your area.
• Reporting and Analytics: Features that provide comprehensive reports and analytics on your local SEO performance, including metrics such as visibility, traffic, conversions, and ROI.

What is the Difference Between SEO and Local SEO?

The main difference between SEO and local SEO lies in their target audience and geographic focus. While both SEO and Local SEO aim to improve a website’s visibility in search engine results, SEO targets a broader audience on a national or global scale, while Local SEO focuses on attracting customers from specific geographic areas. Here are some other key differences between the two:

SEO (Search Engine Optimization)

• SEO focuses on optimizing a website’s visibility and rankings in search engine results pages (SERPs) on a broader scale, typically targeting a global or national audience.
• The goal of SEO is to improve the website’s overall search engine visibility and attract organic traffic from users searching for relevant keywords, regardless of their location.
• SEO strategies include optimizing website content, improving site structure and navigation, earning backlinks from authoritative websites, and enhancing user experience to increase rankings in search results.

Local SEO

• Local SEO, on the other hand, is specifically geared toward optimizing a business’s online presence to attract more customers from local searches within a specific geographic area.
• The primary focus of local SEO is to ensure that a business appears prominently in local search results when users search for products or services in their vicinity.
• Local SEO strategies include optimizing the Google My Business listing, creating locally relevant content, building citations on online directories, managing online reviews, and targeting keywords with local intent.
• The target audience for local SEO is local consumers who are actively searching for nearby businesses, making it ideal for brick-and-mortar stores, service-based businesses, and businesses with physical locations.

What Does Local SEO Have to Do With Reputation Management?

Local SEO and online reputation management are closely intertwined, as both play critical roles in shaping a business’s online presence and influencing consumer perceptions. Here are some examples of how they are connected.

Online Reviews

Online reviews, such as Google reviews, are a key component of both local SEO and reputation management. Positive reviews not only contribute to a business’s local search rankings but also enhance its reputation by showcasing satisfied customers’ experiences. Conversely, negative reviews can harm local search visibility and damage a business’s reputation. Managing and responding to reviews effectively is essential for both local SEO success and reputation management.

Google Business Profile Listing

A well-optimized Google Business Profile listing is crucial for local SEO, as it directly impacts a business’s visibility in local search results. However, it also serves as a platform for managing and responding to customer reviews, which is essential for reputation management. Maintaining accurate business information, posting updates, and engaging with customers on GMB can positively influence both local SEO and reputation.

Local Citations and Directories

Consistent business listings across online directories, citation sites, and review platforms are important for local SEO, as they help search engines validate a business’s credibility and relevance. However, these listings also serve as touchpoints for customers to leave reviews and ratings, which can significantly impact a business’s reputation. Ensuring that business information is accurate and up-to-date across all citations is essential for both local SEO and reputation management.

Local Content and Social Proof

Creating locally relevant content and showcasing social proof, such as testimonials and case studies, are strategies used in both local SEO and reputation management. Local content helps businesses connect with their target audience in specific geographic areas, improving local search visibility and enhancing reputation by demonstrating expertise and relevance. Social proof builds trust and credibility, which are critical for both attracting customers through local search and maintaining a positive reputation.

In summary, local SEO and reputation management are interconnected strategies that work together to enhance a business’s online presence, attract customers in specific geographic areas, and build trust and credibility among its target audience. By effectively managing online reviews, optimizing local listings, creating relevant content, and showcasing social proof, businesses can improve their local search rankings and reputation simultaneously.

Improve Your Local SEO with InMoment

InMoment’s reputation management software allows you to pinpoint and enhance your local search presence by focusing on the terms customers use to discover your brand. You will also be able to analyze your brand’s current ranking and pinpoint critical areas for enhancing search visibility. See what InMoment can do for you by scheduling a reputation management demo today!

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. 

According to research:

• 47% of consumers reach out to brands on social because they have a product or service question. 
• Answering a complaint on social media can increase customer advocacy by 25%. (Convince and Convert) Customers who feel engaged by companies on social media will spend up to 40% more with them than other customers.

Social media is also an important source of data essential to understanding the kind of customer experience your company is delivering: social signals contain a wealth of information that can help you make informed decisions about product development, marketing strategies, and customer service improvements.

Why is Social Media Important?

Social media is vital for its ability to connect companies with their target audience, enhance brand visibility, facilitate engagement, and provide valuable data for informed decision-making.

Social Media is a Vital Part of an Integrated CX Strategy

Social media provides a platform for real-time interaction, feedback, and relationship-building between your company and your customers. It is also a valuable source of unstructured data, which is crucial for achieving a more complete, accurate view of the customer as well as delivering improved experiences.

Unstructured data refers to information that does not have a specific, predefined data model or structure. Unlike structured data, which is organized into well-defined tables or schemas (e.g., a database), unstructured data lacks a consistent format and is not easily searchable or analyzable with traditional data processing techniques.

• According to IBM, as much as 80% of all data today (including enterprise-relevant information) is unstructured.

Social media (comments, posts, and interactions) often contains a significant portion of unstructured data. Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. 

Companies that can collect and analyze unstructured data using tools like natural language processing and AI customer experience technology also often have a more complete understanding of their customers, and can therefore more easily measure customer satisfaction and loyalty. 

Moreover, businesses that effectively harness unstructured data may gain a competitive advantage. That’s because analyzing unstructured data can reveal trends, emerging market opportunities, and competitive threats that may not be easily apparent through structured data alone.

Social Media Marketing Builds Brand Reputation

Social media marketing is also a powerful brand reputation management tactic. Consistent positive engagement, authenticity, responsiveness, and a commitment to customer-centric values contribute to building a strong and favorable brand image on social media platforms.

Social media is an excellent platform for sharing expertise, insights, and valuable information. Brands that share educational content and establish themselves as thought leaders in their industry can enhance their reputation. 

Social media also allows you to showcase your brand personality. By sharing behind-the-scenes content, company values, and employee stories, brands can humanize themselves, creating a more relatable and transparent image that’s essential to growing a positive brand reputation. 

Social Media Boosts Brand Awareness and Search Visibility

An effective social media marketing strategy can enhance brand awareness, improve search visibility, and contribute to overall brand success in the digital realm. By creating and sharing engaging content, you can immediately improve brand awareness and visibility among a diverse and extensive user base. Shares, likes, and comments on social media contribute to the organic spread of brand content, exposing it to a wider audience.

Social media can also impact the search engine performance of your brand and business locations. Social signals such as likes, shares, and comments are considered by search engines as indicators of a brand’s authority and relevance. High engagement on social media can also positively impact your search engine rankings. Moreover, your brand’s social media profiles will likely appear in search engine results, providing additional opportunities for users to discover and engage with your business.

Social Media Helps You Generate and Nurture Leads

With strategic planning, you can generate and nurture leads from social media. Platforms like Facebook, YouTube, LinkedIn, Instagram, and TikTok have billions of active users, providing companies with access to a vast and diverse audience. This broad reach allows you to connect with and nurture potential leads across different demographics and interests. Typically, these platforms also offer a more cost-effective alternative to traditional advertising channels.

You can also leverage social media analytics to gain insights into user behavior and develop the ability to segment your audience based on demographics, interests, and engagement levels. This segmentation helps in crafting more personalized and targeted lead generation and nurturing strategies.

Social Media Listening Promotes Better Customer Understanding

The conversations that are happening on social media about your brand can be used as a powerful tool to help your company identify trends and improve your market position. 

With an effective social media listening strategy in place, you’ll be able to influence a wide range of processes, including product research and development, business operations, advertising approaches, and customer experience management. Ultimately, social listening will help your company gather valuable unstructured feedback and make better business decisions based on social media analysis and data.

Social Media Supports Great Customer Experiences

Integrating social media data with your customer relationship management system provides a comprehensive view of customer interactions across various channels, enabling your team to deliver more personalized and cohesive experiences. It also enables the formation of communities around your brand: communities where customers can connect, share great experiences, and provide peer-to-peer support. 

Social media also supports great customer experiences by allowing for more personalized communication with customers. Your organization can use social media data to tailor your messages and offers based on individual preferences, creating a more personalized and relevant customer experience.

Social Media Plays a Crucial Role in Crisis Management

Negative comments, feedback, and reviews on social media can spread quickly. Before you know it, a single negative review, comment, or tweet can grow into a full-blown brand crisis. By proactively monitoring your brand presence on social media channels, your organization can quickly identify and mitigate these threats to your brand reputation.

Integrating social media into your crisis management activities lets your team jump into critical user-generated conversations. This makes it easier to resolve issues, respond to customers, and minimize the impact that negative social media comments may have on your brand. 

• According to EveryoneSocial, 79% of consumers expect brands to respond within a day of reaching out over social media, but average brand response rates across all industries are lower than 25%.

Says best-selling author and customer service expert Chip Bell: “In the customer’s mind, the clock starts when he or she posts a negative comment or review, and your reputation drops with every hour you delay in providing a response. Be honest, be apologetic, and offer the aggrieved customer an easy way to access you. In the social media world, you are assumed guilty until your response alters public perception.”

Social Media Analytics: Transform Insights into Action

The most successful brands listen to and act on social media analytics and insights in order to understand customers better and deliver improved experiences. Here are some considerations you can make as your team looks to do the same.

• Define clear objectives. Clearly define your objectives and the specific questions you want to answer through social media data analysis. This will guide your analysis and help you focus on relevant insights.
• Choose the right metrics. Identify the appropriate metrics most relevant to your business objectives. Also, focus on platforms where your customers are actively engaging with your brand.
• Monitor brand mentions and sentiment. Use social media monitoring tools like Hootsuite to track mentions, comments, and conversations related to your brand. This allows you to identify customer sentiment, concerns, and feedback in real time.
• Respond to feedback. When you invest in a social media software platform, there’s a temptation to let your data management tools do all the work. This shouldn’t exempt your company from engaging with and listening and responding to customers who have shared their feedback. Technological capability is great, but it won’t close the loop on your behalf.
• Analyze customer feedback. Don’t make data collection your goal. More information, after all, doesn’t necessarily equate to smarter business decisions. Focus on how you can gather actionable insights from social media data and customer feedback, as well as how you can address challenges based on the information available.
• Track trends and industry insights. Apart from tracking information being posted on social media about your brand, it’s also useful to compare your social media data against benchmarks, industry standards, or competitors to gain a broader perspective and identify areas for improvement.
• Invest in a social media marketing software platform. The world’s top brands are using Hootsuite to manage social media, monitor customer conversations, collect unstructured data, and gather meaningful insights from these conversations and data. Your company can make a similar investment to foster an organizational culture in which everyone from the C-suite to the frontline is empowered and equipped to listen to the Voice of the Customer.

Maximize the Importance of Social Media Marketing with InMoment and Hootsuite

By understanding the importance of social media marketing and analyzing unstructured data from social media platforms, you can gain valuable insights into the customer experience. This, in turn, empowers your organization to make informed decisions and positively impact customer experiences. To drive efficiency, leverage Hootsuite and its integration with InMoment’s reputation management software so you can act upon social signals, access the full spectrum of conversation around your brand, transform social data into actionable insights, and accelerate experience improvements.

Google reviews are synonymous with success in today’s business environment. Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. 

Some people may think that Google reviews are out of their control. That couldn’t be further from the truth. You can create a strategy to handle the end-to-end process of Google reviews for business. This strategy can be used in tandem with your online reputation management strategies. 

What are Google Reviews? 

Google Reviews are user-generated evaluations and comments about businesses and services that are posted on Google’s platform. Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. These reviews often include ratings, written feedback, and sometimes photos. The ratings typically range from one to five stars, with one star indicating a poor experience and five stars representing an excellent one.

Businesses can claim their Google My Business listing, which allows them to manage and respond to reviews. Positive reviews can enhance a business’s online reputation and attract more customers, while negative reviews may have the opposite effect. 

Why Are Google Reviews Important?

Over 80% of consumers look at Google reviews before visiting or shopping at a business, and according to research by InMoment, customers don’t trust companies with lower than a 4-star rating average. Up to 94% say a negative review or social media comment has convinced them to avoid a company. These online reputation management statistics show that the reviews that show up related to your business and your products/services have increasing power in driving customer acquisition. Along with customer acquisition, there are a lot of other reasons that make Google reviews important. 

• Consumer Trust: Positive reviews build trust and confidence in a business, while negative reviews may lead potential customers to reconsider.
• Online Reputation: Google reviews contribute significantly to a business’s online reputation. A strong, positive online reputation can attract more customers, improve brand image, and differentiate a business from its competitors.
• Local SEO Ranking: Google takes into account the quantity and quality of reviews when determining local search rankings. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers.
• Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers. It shows that the business values customer feedback and is committed to providing a good experience. Engaging with reviews can also help address concerns and resolve issues publicly.
• Social Proof: Positive reviews serve as social proof that others have had a positive experience with a business. This can be a powerful motivator for potential customers who are considering a purchase or service.
• Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers. This can help identify pain points and lead to making decisions that positively impact the customer experience. 
• New Opportunities: Similarly to insights, reviews can also unveil new opportunities to introduce or improve something that your customers want. By doing this, you improve customer retention and also gain a competitive advantage over your competitors. 

Another importance of Google Reviews is their correlation with the Google Local Guide program. Participating users of this program earn points by writing reviews, or sharing pictures and videos. This program benefits both parties as the business gets added social proof with the reviews and pictures or videos while the customers get rewarded with different items, events or promotions from Google. 

How Google Reviews Impact Your Business Performance

Google business reviews can be directly correlated to how your brand shows up in search engine results. Positive reviews contribute to an enhanced online reputation, influence Google’s local search algorithms, and boost your business’s visibility in relevant searches. The quantity and quality of reviews serve as a key factor in determining the local SEO ranking, ensuring that your brand is more likely to be featured prominently on search engine results pages.

This increased visibility attracts more potential customers and establishes a positive first impression, as consumers often prioritize businesses with a strong and positive online presence. Effectively managing and responding to reviews becomes crucial, as this engagement not only fosters customer trust but also signals to search engines that your business is actively involved and responsive to customer feedback, further enhancing your position in search engine rankings.

How to Start Managing Your Business Google Reviews

In order to start managing and receiving reviews, you first need to claim your Google My Business account. Through Google My Business, you can update essential business information such as name, address, phone number, pictures, and so forth. Here is the best way to get started with your GMB account. 

1. Claim Your Google My Business Account

Visit the Google My Business website and sign in with your Google account. If you don’t have one, create a Google account for your business. Search for your business on Google. If it’s already listed, claim the existing listing. If not, create a new one by providing accurate and detailed information about your business.

2. Verify Your Business

Google will send a verification code to your business address. This is typically done through a postcard. Once received, enter the verification code in your GMB account to confirm and authenticate your ownership.

3. Complete Your Business Profile

Fill out all relevant information in your profile, including your business name, address, phone number, website, business hours, and a concise business description. Ensure that this information is accurate and consistent with your other online platforms.

4. Add High-Quality Photos

Enhance your Google My Business profile by adding high-quality photos of your business, products, and services. Visual content can significantly impact a potential customer’s perception and decision-making.

5. Enable Customer Reviews

Finally, make sure that customer reviews are enabled in your account settings. Now you can start receiving reviews and responding to them to build your online reputation. 

How to Track Google Reviews

Tracking Google reviews can be done within the platform itself, however this is only feasible if you are a one-location business. For more developed businesses managing multiple locations, the smartest way to track your Google reviews is to utilize reputation management software. 

InMoment’s featured partnership with Google My Business allows you to have access to a comprehensive solution to monitor and manage Google business reviews, as well as reviews from other sites like Yelp, Tripadvisor, and Facebook. This CX integration gives you capabilities that include, but are not limited to:

• Review monitoring, which pulls in and aggregates all your reviews
• Review response, which allows companies to respond to Google reviews directly from the InMoment dashboard
• Review generation, which helps businesses proactively ask for reviews and customer feedback through email and SMS campaigns.

How to Get the Most Out of Your Google Business Reviews

When dealing with large amounts of reviews, reputation management software allows you to be able to respond and track every review you receive. InMoment software provides a functionality for users to respond to reviews automatically, leveraging the power of AI. These response prompts can be generated based on the content of the review or brand guidelines, or they can be generated using conditional logic to change the tone and formatting. For example, a five-star review response will be different from one for a one-star review. 

However, our software does not stop at giving you the ability to respond to a large number of reviews, we also give you the power to track what is being said in those reviews. The platform meticulously monitors the number of ratings, offering insights into the overall star distribution, which is crucial for businesses gauging their online reputation. Additionally, InMoment employs advanced Natural Language Processing (NLP) and keyword extraction techniques to conduct customer sentiment analysis. This comprehensive approach enables businesses to delve deeper into the qualitative aspects of customer feedback, identifying sentiments expressed in reviews.

Track Your Google Reviews with InMoment

Google business reviews play an important role in how today’s consumers discover and judge businesses. They can also shape a brand’s online reputation, as well as reveal valuable insights into a company’s operations, showing areas where an organization can improve customer service and experience.

By tracking, responding to, and generating reviews on Google — and by applying best practices in reputation management — you can improve your brand’s search visibility, outperform competitors, and acquire more customers. Schedule a reputation management demo today to see how we can help your business! 

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research.

With Hootsuite, the social media management platform for the enterprise, and InMoment, the leader in improving experiences and the highest recommended CX platform and services company in the world, your company can integrate customer experience data from social media sources to uncover the insights that enable the smartest actions.

What is Hootsuite?

Hootsuite is one of today’s most widely used social media management platforms. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place. 

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. Hootsuite also enables access to valuable insights, analytics, and real-time results to help teams understand and improve their social media performance. The platform also has a growing App Directory that lets companies connect existing marketing, content, and other business systems to Hootsuite.

With Hootsuite, organizations can enhance the effectiveness of their social media management efforts, build a stronger brand reputation, and gain valuable insights into the customer experience.  

The Impact of Social Media on Brand Reputation

Social media can significantly impact brand reputation, influencing how a brand is perceived by existing and potential customers. Your brand presence on social media can be either positive or negative, and this largely depends on how your team manages social media and engages with your audience on social platforms.

Brands that actively manage their social media presence, engage with their audience, respond to online reviews and customer feedback, and demonstrate authenticity are better positioned to maintain a positive reputation. 

• Outside of online review websites (like Yelp, Google, and Tripadvisor), consumers turn to social media platforms to learn more about businesses. 46% of consumers turn to Facebook, 35% to YouTube, 32% to Instagram, and 20% to TikTok.
• Answering a complaint on social media can increase customer advocacy by 25%.

Positive social media interactions can turn customers into brand advocates. When satisfied customers share their positive experiences, it contributes to building a strong and positive brand reputation. Encouraging and recognizing brand advocates can further strengthen your brand’s image.

Hootsuite Features to Manage Your Brand Reputation

Hootsuite is a comprehensive social media management platform with a range of features designed to help users manage, schedule, and analyze their social media activities. Below are some features your team can use to manage your company’s social presence and brand reputation management.

Social Media Publishing

Hootsuite’s social media publishing features allow teams to create and publish content across multiple social media networks in one place. The platform tells you when to post on social media to get the highest engagement; there is also an option for using the bulk social media scheduler. 

Streamlined approvals also reduce risk and ensure that all your posts are ready to go thanks to a simple approval process that allows team members to review. Meanwhile, if your team is looking for creative inspiration for posts, Hootsuite has built a new AI tool that can instantly generate captions and new post ideas.

Brand Monitoring and Social Media Listening

If potential and existing customers wish to engage with your brand, they aren’t always going to visit your website, send you an email, give you a phone call, or fill out a survey form. Thanks to social media, they now have the option of tagging your brand on Twitter or Instagram, posting Facebook reviews, or sharing their feedback on other digital channels like Google, Tripadvisor, and Yelp.

Hootsuite’s social listening tools help your team avoid delays in responding to customers, regardless of where they choose to engage with your business. Out of the box, the platform lets your team add multiple user accounts so that you can see your brand’s entire social media presence in one place. Specifically, you can create different feeds or “streams” for each account. This allows your social media team to easily keep an eye on (and respond to) different types of user-generated content being published on LinkedIn, Facebook, or Twitter from a single page.

Social Media Analytics and Hootsuite Insights

Hootsuite users can also access insights, analytics, and real-time results to help them understand and improve their social media performance. This lets your team cut out the guesswork with social media analytics tools that tell you exactly how to grow your brand on social. With Hootsuite, you can track essential metrics like follower growth, post effectiveness, and engagement metrics; you can also generate customizable reports to assess the impact of your social media strategy.

Employee Advocacy

Amplify is a feature of Hootsuite designed to facilitate employee advocacy on social media. Employee advocacy involves employees sharing company content and messages on their personal social media profiles to help amplify the brand’s reach and engagement.

With Amplify, Hootsuite lets team members share pre-approved content, such as company news, blog posts, promotions, and other relevant updates, directly from the Hootsuite platform to their social media profiles.

Show Off Reviews

With Hootsuite’s social publishing features, teams can show off great feedback and share the best reviews with their social media followers. These types of posts offer valuable social proof to prospects and can serve to guide their purchase decisions. 

Hootsuite Reputation Management: Keys to Success

Reputation management starts with comprehensive monitoring, and Hootsuite offers a solution to meet those needs. Here are some of the ways you can use Hootsuite to stay on top of the latest social conversations, feedback, and reviews about your brand.

Track Mentions and Conversations

Creating the right streams is incredibly useful especially when it comes to mentions. People are talking about your brand, and a dedicated mention stream allows you to quickly monitor these posts and engage when necessary. 

Often, people use social media to get customer service, and this provides another opportunity for your team to meet the demands of your customers and make them happy. According to research, 59% of consumers have a more favorable view of brands that respond to customer service questions or complaints on social media.

You can also use Hootsuite to track more specific elements, such as keywords, hashtags, and location data. This type of monitoring is helpful for any company that wants to keep tabs on its reputation on social media even when the conversation isn’t necessarily directed toward them in posts. The Voice of the Customer is especially loud on social media, and these insights help you find ways to improve customer service and experience for future patrons.

Respond to Reviews 

Responding to reviews is extremely important, especially for companies that are looking to convert prospects, casual visitors, and review readers into loyal customers. Taking part in the conversation and demonstrating that your brand cares about reviews and unsolicited feedback can have a significant impact on your company’s reputation and bottom-line performance.

Apart from monitoring social media content, teams can use Hootsuite streams to quickly respond to online reviews. Using the Hootsuite-ReviewTrackers integration, users can post review responses through Hootsuite, helping build brand trust and demonstrating that your company cares about customer feedback. 

Interpret Data and Act on Insights

Gaining customer insights from social media is crucial for several reasons, as it provides your organization with valuable insights that can inform strategic decisions, improve customer satisfaction, and enhance overall performance.

You can use Hootsuite to capture valuable customer feedback and actionable insights into the customer experience. Given the capabilities of Hootsuite’s social media analytics and reporting tools, you can learn what customers want, fix specific pain points that are impacting the customer experience,  analyze and interpret social conversations at scale, and spot opportunities to improve your brand reputation.

Frequently Asked Questions about Using Hootsuite

Let’s dive deeper into Hootsuite’s capabilities as a social media management platform. Here are responses to the most frequently asked questions about using Hootsuite.

What is the Most Popular Feature of Hootsuite?

Apart from its comprehensive social listening capabilities, Hootsuite is also known for its social media content management tools. Users can organize and manage their content efficiently, including creating and editing posts, saving drafts, distributing pre-approved content to employees, and collaborating with other team members within your organization.

What Does the Reports Feature Do in Hootsuite Analytics? 

Getting insightful reports is quick and easy with Hootsuite Analytics. The Reports feature in Hootsuite Analytics offers fully customizable collections of social media analytics data. Each Report has a flexible, interactive interface that tailors it to include the exact metrics you want, letting you drag and drop an unlimited number of “tiles,” which are individual displays of a specific metric. 

The number of Reports you can create within Hootsuite Analytics is unlimited. Apart from analyzing metrics on specific platforms like Facebook, TikTok, LinkedIn, and YouTube, Hootsuite also offers paid ad analytics as well as integrations with Google Analytics and Adobe Analytics, ensuring all your social and web data is in one place.  so all your social and web data is in one place.

What Apps Integrate with Hootsuite?

Hootsuite offers a wide range of integrations with various apps and services. These integrations enhance the functionality of Hootsuite and allow users to manage their social media activities more efficiently. For example, you can link your social networks, track Google reviews, create visual content designed in Canva, and integrate your CRM data right into your Hootsuite dashboard.

InMoment also integrates with Hootsuite to enable the monitoring of social media data and reviews in one central place. With InMoment’s Hootsuite app integration, you can view online reviews in a Hootsuite stream — with filtering options for organizing and managing customer feedback — alongside social media comments and signals. As part of its review management feature set, the integration also allows you to quickly share your best reviews across your social media pages and profiles, including Twitter, Facebook, LinkedIn, and Google.

Supercharge Your Social + Reviews + Reputation with InMoment and Hootsuite

Social data and reviews can be harnessed to help your company discover and interpret key insights into the customer experience. By leveraging Hootsuite and its integration with InMoment’s reputation management software, you can cultivate a healthy brand reputation and act upon social signals to drive improvements in products, services, customer experiences, and overall business success.