Online reputation is a conversation. Make sure that conversation is a positive one.
In an online market dominated by online reviews, user-generated content, and social media, many brand names have found it difficult to retain a positive image in an industry where the narrative can change in an instant. We help brand names and enterprises stay relevant and retain a positive image by ensuring a positive customer experience. We take a multiple step approach to ensure that communication is clear and concise with each part of the customer experience including employee interaction and the final product or service being provided.
Continual real-time monitoring protects your online reputation by giving you a head start in resolving the core issues.
We determine the overall sentiment across different channels to keep you in touch with customer and public sentiment.
Online reviews are used as a means to generate a positive image for your brand while issues raised in negative reviews are communicated and resolved.
Your brand will receive direct feedback from customers, enabling you to improve your offerings for a better public image.
Your workforce is properly informed about policies and given clear and concise instructions on handling customer interaction.
Mentions and coverage on social media are managed and clear responses are used to create positive interactions.
The most direct way to improve your reputation is to let your customers tell you where you're falling behind. Customer surveys are a valuable source for identifying areas where your brand is lacking polish. Your products and services are put to the test directly by those which are paying for them, giving you an unbiased view of how to improve your product. We create powerful surveys to both identify what your customers are most passionate about and generate feedback about specifics for precise feedback to improve the customer experience.
Many consumers choose to air their grievances over social media rather than establish channels for support and feedback. As a result, many brands have turned to social media as a way to help their customers and to obtain feedback. Our monitoring platform identifies mentions and references on social media, the sentiment behind those messages, and provides your team with complaints, feedback, and praise directly from a passionate and vocal part of your customer base. We provide you with a clear picture of what you can do to improve.
“DMA not only helped us build a brand online, but helped us establish ourselves into quite the competitive industry. We built a name for ourselves on our excellent outpatient care in the community, but DMA really helped us expand that image online. Thanks to the success of our marketing and outreach campaigns, we can continue to help make a positive impact on the daily lives of the people that depend on us for their care.”