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Reputation Management

Monitor and manage your online reputation.

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We help local businesses manage their online reputation

Reputation Management is our software that allows you to monitor and manage every aspect of your local business’ online reputation – including reviews, listings, and mentions.

Get insights into what the online community is saying about your business—monitor customer reviews, and get notifications whenever your business is mentioned on the web. It also identifies missing or inaccurate online listings, allowing you to improve your visibility in local search.

Get automated alerts when new information is found, and receive weekly progress reports that make it easy to see your return on investment.

Local City Finder’s Reputation Management brings all of the factors that contribute to a local businesses online presence into one place, so you can take control of your online reputation.

How does our reputation management platform work?

Insights into a business’ online reputation

Manage your online reputation from a single place

Compile reviews from dozens of sites so you can easily see what’s being said about your business online. Plus, use competitive benchmarking to see how your business stack up to the competition.

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Helps your business show up where people are looking

Improve search rank by identifying online business listings that are inaccurate or missing from essential directories like Google, Facebook, and Bing.

See what customers are saying all over the web – good and bad

Monitor and get alerts when your business is mentioned in a variety of sources, including news sites, blogs and social networks. Plus, highlight the most positive and negative mentions using automated sentiment analysis.

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Automatically monitor and report

Keep on top of online activity affecting the reputation of your business, including reviews, listings and social media, and receive a regular proof-of-performance.

Review & Listing Sites Monitored

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411.com
Cars.com
Citysearch
DealerRater
Doctor.com
Edmunds
Expedia
Facebook
Glassdoor

Google
Health Grades
Houzz
Indeed.com
Kudzu
Local Edge
Merchant Circle
MySask411
N49

Open Table
RateMDs Doctors
Superpages
SureCritic
TripAdvisor
TrueLocal
Vitals
Yahoo! Local
Yellow Book

Yellow Bot
YellowPages
ZipLocal
ZocDoc
Zomato

…and many more.

Reputation Management software features

Monitoring

Monitor customer reviews from dozens of major and vertical-specific review sites

See when your business is mentioned online, with sentiment analysis

Identify your local business listings that are inaccurate or missing on up to 90+ online directories and review sites

Alerts are sent when new information is found. These can be configured, allowing you to control the triggers

Monitor employees twitter activity

Reporting

Receive reports that highlight recent activity in every aspect of your business’ reputation, including new reviews, mentions and changes to listing information across the web

Compare how frequently your business is mentioned versus your competitors and track social activity

Monitor the word cloud to identify what words are being used most in reviews

Track words that have begun to appear in reviews more frequently than they used to

Display reviews from trusted sources on your clients’ websites

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Choose your plan

No Commitment

Monthly
$ 69 Per Month
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2 Months FREE!

Yearly
$828
$ 690 Per Year
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FAQs

Most frequent questions and answers

Reputation Management gives you the ability to easily manage and monitor your online reputation—including reviews, mentions, and listings—all from one place! 

Listings show if you are listed and how accurate your listings are on each source. These are broken down into different categories: directories, search engines, social media websites, etc. You can also select which sources the listing should be monitored on, and get options to manage your listings on each source selected.

The Listings tab allows you to:

  • Monitor the sources your business should be on and ensure that the listing information is current and consisted.
  • Monitor where your business name and other piece of listing data is being published on other sites in the Citations tab.
  • Monitor the historical progress of listing and citation statistics.
  • Edit the listing sources to be monitored for your business.

You must navigate to the actual source to update a listing. On any found listing, select show detailsto see the details for that listing. Next, select edit to go to the edit screen for that source. You may need to log in to claim or edit the listing.

We use Best Match — an algorithm that determines if a listing belongs to a profile. Best Match compares the anchor data (Name, Address and Phone Number plus Website) to the information found on the listing, determines if a listing is worth considering and then ranks the listings on how closely they match the anchor data.

A listing’s page is determined as a “potential listing” if the best match score reaches a threshold. By default this is 50% (145), but on some sources we expect a better score or don’t expect as high a score. For example: Twitter pages don’t allow users to enter in much information, so its threshold is quite low. Whereas Yahoo! Local has a lot of information and is usually quite accurate, thus its threshold is rather high. If none of the listings returned in the search reach the threshold, there is no Best Match, otherwise the highest scored listing (or listings in the case of a tie) are the Best Match listing(s).

Best match considers phone, name, city, zip/postal and address independently and scores the match between 0% and 100% for each. Each type of data has different weighting on the Best Match result:

Phone: 1.00

Name: 0.55

City: 0.10

Zip: 0.55

Address: 0.70

Phone Number has the most influence and city has the least. A perfect score is 290, but anything above 257 is considered a tie, since a profile could legitimately have multiple listings on a site and any listings scoring at least 257 are likely real listings.

Note that if a listing has recently updated, and information matches, but is still marked as red, it is because Best Match has yet to run. It should run shortly after the listing updates, and the red marking will disappear within 30m.

Once a Reputation Management account has been created, we will begin looking for the listing on the selected sources immediately. A source may return several matches, at which point we use Best Match to determine which (if any) of the listings are correct for the profile. We schedule searches for new listings on a source every 24 hours for the first 7 days after the profile or source is added. After 7 days, we will check for new listings every 7 days.

We then check for changes to existing listings every 30 days. We also check for changes when a user logs into their Reputation Management account (maximum of once per day). When triggered by a login, the next check will be scheduled for 30 days later.

Reputation Management uses Best Match to determine if the listing found on a source belongs to the business entered.

If you’ve just created a new listing on a site, Reputation Management should pull it in on its next search. Alternately, you can add it to Reputation Management manually by selecting View Possible Matches under each site and then pasting the URL of your listing. After submitting this link, it may take up to 48 hours for the listing to appear in your Listings list.

 

It is also possible that we are experiencing issues with a specific source. When a listing source updates their website, there are often changes we need to make on our end to accommodate them. Until the changes have been made on our end, we often pause a source until we are able to do so. 

Once a listing is found in the Listings tab through Best Match or manually accepted by a user (Marked as Mine), the process to start finding related reviews is triggered. After this initial trigger, we will search for new reviews once every 24 hours.

Click the Respond button or the title of the review to go to the review on that site.

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From there, you will need to follow that site’s requirements for responding to reviews. Two exceptions to this are the My Listing page, as well as Google Maps and Facebook. For both of these sources, you can write up and post your review response from Reputation Management. Note that in order to do this with Google Maps or Facebook reviews, the relevant Google My Business account or Facebook account must be authenticated in the platform.

If you are ever at a loss as to how to respond to either a positive or a negative review, you can click the associated tooltip to be provided with helpful suggestions as to how to proceed.

 

Many sites don’t publish reviews as soon as they are posted. When they do post the review, they enter the published date as the date the user submitted it. There is no way for us to “find” the review the day it was submitted. When we pull the review into our system, the date may appear as being pulled in late, when in actuality it was published to the review site after it was submitted.

As an Example, TripAdvisor states on its website:

“It usually takes 24-48 hours for reviews to be visible on our site. It may take up to several days if your review requires a closer look by our editors. This may happen if you attach a large number of photos to your review, or bend or break our review guidelines.”

Reviews are pulled in based on the listings we have found for this business. If we are pulling in reviews for a different business, check your Primary Listings. If you’ve marked a match as “mine” we will pull in reviews from that source. Click Not Mine on the source to stop pulling in reviews from that source. To keep invalid listings to a minimum, it is recommended that the Business Profile be filled out as fully as possible.

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The Facebook account must be authenticated in the Social tab for ratings with no content to be pulled in. 

What are Mentions?

A mention can be any piece of content that we retrieve that matches your search criteria, including a blog post, Tweet, forum post, comment, photo, or news article.

The Monitor Mentions sub-tab allows you to:

  • See all the unstructured chatter about a given business location on the Internet — blogs, social media sites, news sites, images etc.
  • See the sentiment — positive, negative, neutral — for your mentions
  • Edit the searches to monitor for Mentions

The Search Mentions sub-tab allows you to:

  • Browse all the mentions a business location has received
  • See the sentiment of each of those mentions, and make adjustments in case it has been incorrectly identified
  • Filter searches by individual search terms, mentions sources, or sentiment

 

How do I edit Mention searches?

  1. From a Reputation Management account, click the Mentionstab
  2. Click the Settings sub-tab
  3. Add or edit searches here as required

Hints:

  • Searches can be filtered according to phrases that the search must includemust not include, or those that should be an exact match. It is important to use these qualifiers in order to get the best results.
  • Be sure to enter all variations of the company name as separate search terms. A phrase within the search box that is encapsulated by quotes will be read as an exact matchphrase. E.g. “Coke or Pepsi” will find only the phrase, not the individual words.
  • For Twitter searches, the system always looks for an exact match. You don’t need to include phrases within quotes to enable that.

Why is the Mentions box on the Overview page blank?

The Mentions box on the the Overview page will only display mentions if they have been found in the past 7 days. If there are no mentions within the last 7 days, you see the message: No Recent Mentions Found.

 

What is the purpose of Sentiment rating in Mentions?

Sentiment reflects the opinion of an author about a given topic. Negative sentiment, for example, would be a spiteful statement made against your brand, whereas positive sentiment would be an expression of praise or satisfaction with your brand.

Most of the mentions we see are neutral, meaning either the keyword or phrase you specified is mentioned in passing, without an opinion expressed, or that there is not enough evidence of sentiment for us to make a good judgment of positive or negative opinion.

The Sentiment rating can help the business organize and prioritize positive and negative reviews. It can also be used to trigger alerts when you receive a very positive or very negative mention. Data from the Sentiment Rating will be compiled in your Executive Report, where you can get a summary of how positive/negative your mentions were. Updating the Sentiment Rating will make sure your executive reports are accurate.

Occasionally our sentiment analysis engine may attribute the wrong sentiment to a mention for a host of possible reasons. For example, if someone says, “This burger is sick!” it could get flagged as a negative mention even though colloquially it means that the burger is great.

To correct such errors, you can manually adjust the rating by moving the slider left or right.

How often are new Mentions pulled in?
Once a search has been added to an account, we search for mentions at least once every 7 days.

What are the different tagging options?

My Content

Tagging a mention as My Content makes it disappear from the results of the search. This is for scenarios where mentions from your own website, Twitter account, blog, etc. are displayed. If you save something, it can be tagged and will be saved in the application for as long as you have an account.

Favorite

Starring a mention is just another way to save a mention that you found (i.e. one that you need to respond to, etc.). You can view them by selecting Starred from the Searches and Filters drop down list.

 

Not Relevant

Tagging a mention as Not Relevant makes it disappear from the results of the search. If you’re seeing a lot of mentions that aren’t relevant, consider editing your searches to be more precise. Removing a result removes a post from your search results forever. It does not remove it from your account forever – you can still view them by selecting Not Relevant from the the Searches and Filters drop-down list.

 

Do you pull in past Mention results and if so how far back do you pull?

We try to find as much content on a business when an account is created. From time to time, we find an old article that we could not initially identify. In these cases, you may receive an alert about the newly found content, even though it could be a very old article.

Twitter Mention searches will go back two weeks.

Why am I get irrelevant Mentions?

This can happen as content is updated on certain web pages. If you have a mention that is not related to your business, you can select the Not Relevant button to remove it from your mentions. If you seem to be getting a lot of irrelevant mentions, consider making your search terms more specific.

Why am I seeing little to no Mention results?

When an account first establishes its mention searches, or when new ones are added, it will get an influx of new mention results. Only the top X amount of returned mentions for those searches are displayed.

As time moves on, we search for mentions every 24-48 hours, but for new mentions to appear they will have to make their way into that top X amount in search engine results. This is why, depending on an account’s searches, it may only have 1 or 2 new mentions in a one week reporting period. It is also possible that it would receive none in this time.

Note that the recent mentions box in the overview tab of Reputation Management, only shows mentions from the previous week, and thus may sometimes be empty.

The number of mention results that are surfaced will be proportional to the quantity and quality of the mention searches set up, and of course based on the actual number of mentions that are appearing on the internet matching those searches.

Enter several diverse mention searches to improve the number of mentions that come in. 

Why don’t I see an article I was expecting to see?

There are two potential answers:

  1. Your search may be configured in a way that is preventing it from being retrieved, please double check the search criteria (do you have too many required terms? Do the required terms exist in the article in question?).
  2. The source may not have a lot of authority. That is, there may be very few references to the source on the web and that will make it harder for us to find the content. In general, the more popular the mentions source, the easier it is for us to find the content. 

Why are old Mentions getting pulled in?

Old mentions are coming in because those articles are becoming more important (i.e. they’re what  what people will find when searching for that business).

This is caused by where the mention is ranked in the search results. For example, if “LocalCityFinder really does build reputation” is ranked #1020 in the results, and we only look at the first 1000 (not actually our threshold), we will not pull it in. But two months later, it might move up in ranking and cross that threshold, and then we will pull it in.

The threshold we use will bring in the vast majority of mentions. We are using the best tools available for finding mentions in a way that is cost-effective.

Though Google doesn’t release details about their algorithm for SEO, many SEO experts believe that having reviews on your website can help you to move up the search results.  Also, having star ratings increases SERP CTR— which indirectly improves your organic rank.

The Review Display Widget uses “schema.org markup” which is supported by Google “structured data”.  This is a standard for how you label data on your website so that browsers and search engines like Google can interpret it and know what it represents.  This means that it can identify that a review on your site is actually a review.  

The widget is also set up so that the “Aggregate Rating” data is included in the the number of reviews and the average rating.  This is how Google knows what star rating to include in their search results.  Of course, you can’t guarantee that the star rating will appear in the search results since that is up to Google but we have done everything we can to make it possible to show up.