Online Store Reputation Management

So, here’s a quick story about how I managed to take our app ratings at airtel from a 3.2 to a solid 4.3 in just 30 days. I was on a call with our account executive at MoEngage where we were discussing the RFM model. If you’re not familiar, RFM stands for Recency, Frequency, Monetization—it’s basically a way to understand customer behavior based on how often they use the app, how recently they’ve been active, and if they’ve made any purchases. After the call, I started thinking—how can we use this data beyond just targeting users for offers or notifications? And then it clicked: we could use this to improve our app ratings. Here’s what I did next: instead of showing the app rating prompt to everyone (which was clearly not working), I decided to get more specific. I created a segment of users who were really engaged—people who were listening music for at least 20-30 minutes a day and opening the app 5-6 times daily. These were our power users, the ones who were already loving the app. But I didn’t just stop there. I made sure the rating prompt would only pop up after an “aha moment,” like after they listened to five songs or changed their hello tune. I wanted to catch them at a high point when they were already feeling good about their experience. Plus, we capped the prompt to only show up once a week, so we weren’t bombarding them. And guess what? It worked! By focusing on the users who were most likely to give us positive feedback, we managed to take our ratings from 3.2 to 4.3 in just a month. It was all about understanding who to ask, when to ask, and how to make that moment feel seamless.

Flooding your sales page with 20 testimonials won’t increase conversions. Here’s why Why should you care? Because I’ve: ✅ 𝗪𝗿𝗶𝘁𝘁𝗲𝗻 𝘀𝗮𝗹𝗲𝘀 𝗰𝗼𝗽𝘆 𝘁𝗵𝗮𝘁 𝗵𝗮𝘀 𝗰𝗼𝗻𝘃𝗲𝗿𝘁𝗲𝗱 𝟲-𝗳𝗶𝗴𝘂𝗿𝗲 𝗰𝗮𝗺𝗽𝗮𝗶𝗴𝗻𝘀 ✅ 𝗛𝗲𝗹𝗽𝗲𝗱 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗯𝗼𝗼𝘀𝘁 𝘁𝗿𝘂𝘀𝘁 𝗮𝗻𝗱 𝗰𝗹𝗼𝘀𝗲 𝗳𝗮𝘀𝘁𝗲𝗿 Here’s what’s dulling your impact and how to fix it: 📍𝗧𝗲𝘀𝘁𝗶𝗺𝗼𝗻𝗶𝗮𝗹 𝗼𝘃𝗲𝗿𝗹𝗼𝗮𝗱 Twenty short blurbs saying “they’re great” won’t move the needle. It’s noise, not persuasion. 📍𝗡𝗼 𝗲𝗺𝗼𝘁𝗶𝗼𝗻, 𝗻𝗼 𝗺𝗲𝗺𝗼𝗿𝘆 Our brains don’t retain bland praise. They latch onto contrast, emotion, and vivid detail. 📍𝗬𝗼𝘂 𝗶𝗴𝗻𝗼𝗿𝗲 𝗽𝘀𝘆𝗰𝗵𝗼𝗹𝗼𝗴𝘆 Von Restorff Effect: the brain remembers what stands out. One story that hits outperforms 10 that don’t. 📍𝗧𝗿𝘂𝘁𝗵: 𝗼𝗻𝗲 𝗱𝗲𝗲𝗽 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗯𝗲𝗮𝘁𝘀 𝗮 𝗽𝗶𝗹𝗲 𝗼𝗳 𝗽𝗿𝗮𝗶𝘀𝗲 Testimonials are not trophies. They're tools. Use them to tell a before-and-after story people feel. 📍𝗬𝗼𝘂 𝗰𝗼𝗹𝗹𝗲𝗰𝘁, 𝗯𝘂𝘁 𝗱𝗼𝗻’𝘁 𝗰𝗿𝗮𝗳𝘁 Copy-pasting praise isn’t enough. Edit. Shape. Highlight moments that make people go “wow.” 📍𝗬𝗼𝘂 𝘀𝗲𝗹𝗹, 𝗯𝘂𝘁 𝗱𝗼𝗻’𝘁 𝘀𝗵𝗼𝘄 Let the story do the selling. Don’t tell me they loved it. Show me how it changed everything. 📍𝗬𝗼𝘂 𝗵𝗮𝘃𝗲 𝘁𝗲𝘅𝘁, 𝗻𝗼𝘁 𝗮 𝘁𝗼𝗼𝗹 Treat testimonials like mini case studies. Lead with impact. End with clarity. If you had to choose ONE client story that defines your work, which one would it be? #coach #business #sales

Ever felt like quitting LinkedIn right after seeing a rude comment? It’s tough when you realize that being visible also draws critics, even trolls. I’ve been there, and here’s what I’ve learned about dealing with negativity without losing my cool or damaging my credibility. 1) Separate Emotion from Intent Not all criticism is bad. Sometimes, it’s feedback that can help you grow. If it’s constructive, thank the person and see what you can improve. If it’s pure negativity, don’t let it rent space in your head. 2) Pick Your Battles When you’re tagged in something controversial or completely irrelevant, pause before you respond. Ask yourself: Does replying help my personal brand or hurt it? Sometimes, the best response is no response at all. 3) Set Boundaries If someone repeatedly tags you in off-topic posts or keeps leaving harmful comments, it’s okay to tell them to stop. And if they don’t listen, remember you can block or report them. Your mental well-being and professional image matter. 4) Stay Professional No matter how harsh the words, keeping your response calm and polite protects your reputation. Take a breath, think it through, and if you decide to reply, do it carefully. 5) Focus on Your Supporters For every negative voice, there are usually many who genuinely appreciate what you share. Spend your time interacting with those positive people instead. Criticism is part of growing a presence online. The bigger your platform, the louder the noise may become. Learn what you can, leave the rest, and keep moving forward. How do you handle negativity on LinkedIn? Let me know in the comments!

𝘙𝘦𝘱𝘶𝘵𝘢𝘵𝘪𝘰𝘯 (𝘯𝘰𝘶𝘯): your opinion about someone or something, or how much respect or admiration someone or something receives, based on past behaviour or character. I recently interviewed someone who shared an example of overcoming a significant early career setback. Their mistake in their twenties damaged their reputation and became a handbrake on their career. I was impressed by their honesty in owning this error of judgement, yet more so by the efforts they had undertaken in the two decades since to address the issue and lead differently. The mistake itself isn't all that important. But it did get me thinking about reputation. I've often said reputations are hard-earned and yet so easily lost. For many of us, it's the most essential professional currency we own and can positively or negatively influence. So, do we spend enough time managing our reputations? Reputations are built over time. It is a gradual process that requires consistent effort, thought and focus. So, how do you set about building or improving your reputation? Here are nine ways you can enhance your reputation. 1. Assess your current reputation: Understand how others perceive you. Seek feedback from trusted friends, colleagues, or mentors. 2. Define your values: Determine the principles guiding your behaviour and decisions. This will allow you to project a consistent and authentic image. 3. Build effective relationships: Invest in building positive relationships. Be genuine, supportive, and dependable. Networking and maintaining connections with diverse individuals is a proven way to enhance your reputation. 4. Develop your expertise: Improve your skills and knowledge in your area of expertise. Become a reliable resource by staying current with industry trends and sharing valuable insights. 5. Deliver quality work: Strive for excellence in everything you do. Delivering results will add to your reputation. 6. Seek feedback and learn from it: Listen, accept constructive criticism, and use it to grow. Demonstrating a willingness to learn and adapt shows humility and a commitment to self-improvement. 7. Engage in positive communication: Communicate respectfully and diplomatically. Avoid gossip, rumours, and negative discussions. Ensure you are known for your discretion. Rise above negativity. 8. Pay it forward: Contributing, paying it forward, and giving back will enhance your reputation, and you will also feel good for doing it. 9. Act with integrity: Demonstrate honesty, transparency, and ethical behaviour in your personal and professional life. Keep your promises, admit mistakes, and treat others with respect. And lastly, you cannot cultivate a reputation for being trustworthy and reliable if you are neither. Accept that mistakes will happen, but that does not need to define you as a person. Be patient, consistent, and genuine in your actions. Over time, your efforts will contribute to a stronger and more favourable reputation.

Here’s a reality check for retailers, customer reviews aren’t just nice-to-haves anymore. They’re your secret weapon. Remember when reviews were just star ratings, often ignored or worse, faked? If you told retailers five years ago that these little snippets would become their most trusted sales drivers, they might have smiled politely and moved on. But fast forward to today, reviews are the authentic currency of trust. Real customers, sharing real experiences. And it’s not just plain text anymore. Reviews have seriously leveled up. Now we’ve got video reviews, photos, unboxing clips, all that raw, real stuff customers post themselves. That’s the real game-changer. When someone can see the product in action or hear a customer’s voice, it cuts through all the noise. It makes the experience so much more relatable, and honestly, way more convincing. Let's be honest, it’s not enough to just collect positive reviews. The real skill, the one that separates great retailers from the rest is how you respond to negative feedback, especially when it’s out in the open. It’s tempting to ignore complaints or delete bad reviews. But addressing them publicly is an art. And I feel everyone should learn that. When done well, it shows customers you listen, you care, and you’re committed to getting better. And the returns will be quite huge. A public, thoughtful response can turn a frustrated buyer into a loyal advocate and send a powerful message to everyone watching. When shoppers see honest, detailed reviews — especially with photos or videos — it helps them feel confident about what they’re buying. It reduces hesitation, answers unasked questions, and creates that “I gotta have this” vibe. And the more reviews you have — good and bad — handled well, the more new customers you’ll attract. I’ve seen retailers lose customers by brushing off bad reviews, and I’ve seen others gain lifelong fans by owning mistakes openly. Trust isn’t built when everything’s perfect. It’s built when you’re honest, transparent, and responsive. So next time you get a negative review, don’t shy away. See it as a chance to build trust, not just fix a problem. Because in the world of retail, trust is the currency that moves the needle. What’s the best or worst way you’ve seen a retailer handle a customer review, did it make you a fan or a no-go? #retail #startups #reviews #marketing

If your PR report looks impressive with big numbers but still feels empty, this post is for you. Most agencies still sell visibility KPIs — impressions, mentions, share of voice, AVE, reach. These agencies aren't wrong in doing it, as these metrics are can be measured with ease. But these metrics lack meaning for clients. These numbers tell you how often your name showed up, not whether your story landed or your reputation strengthened. What you should be tracking instead are Trust Signals — the real indicators of reputation movement. Trust Signals look like this: - A journalist quoting you without you pitching them. - A client repeating your messaging unprompted. - An investor referencing your thought piece in a meeting. - Employees sharing company news with pride. These are lagging indicators of belief. They don’t fit neatly in a dashboard and that's why most agencies avoid them. But if your PR work doesn’t move trust, it’s just paid noise management. PR done right builds confidence in your name, not just coverage reports. So next time you get your monthly report, ask one simple question: “Which of these numbers tells me people trust us more than last month?” Which metric did your PR agency report last month?

When communities form around a brand, they naturally evolve into powerful brand ambassadors, often without any direct influence from the brand itself. These passionate groups, like the dedicated Harley-Davidson riders or Lego enthusiasts, embody the spirit of the brand in their everyday lives. They share their love, stories, and experiences with others, amplifying the brand’s reach and impact far beyond traditional marketing. These organic connections are invaluable, turning customers into advocates who spread the brand’s message with authenticity and enthusiasm, making the community an essential part of the brand’s identity.

Content marketing isn’t just about visibility—it’s about building trust, showcasing expertise, and offering value before potential clients even step through your doors. For law firms, it’s essential to focus on strategies that genuinely resonate with your audience. Here are key approaches that have proven successful: 1️⃣ Case Studies: Bring Your Expertise to Life People trust examples of real-world results. Sharing anonymised case studies demonstrates how your firm handles challenges and achieves outcomes. Highlight the problem, your approach, and the resolution. Example: “Our client faced a complex property dispute, but through strategic negotiation, we secured a favourable outcome without going to court.” 2️⃣ FAQs: Answer Questions Before They’re Asked Legal clients often have pressing questions before they commit to hiring a solicitor. Creating FAQ content can position your firm as a reliable and helpful resource. Example FAQs: “How much does a family law consultation cost?” “What should I bring to my first meeting with a solicitor?” Providing clear, direct answers builds confidence and encourages potential clients to reach out. 3️⃣ Gated Resources: Exchange Value for Leads Offering downloadable guides or checklists is an effective way to engage potential clients while growing your email list. Examples of valuable resources: “Top 10 Mistakes to Avoid After a Car Accident” “Your Step-by-Step Guide to Probate” “Understanding Your Rights as a Tenant” This approach not only educates your audience but also identifies prospects who may need your services. 4️⃣ Explainer Videos: Simplify Complex Concepts Legal processes can feel overwhelming to the average person. Short, engaging videos can break down these concepts, making them easier to understand. Topics could include: “What Happens During a Divorce Mediation?” “The Basics of Filing a Personal Injury Claim in the UK.” These videos not only educate but also humanise your firm, building rapport with potential clients. 5️⃣ Build a Content Plan for Consistency Consistency is critical. Posting content regularly on your website and social media channels ensures your audience stays engaged. Create a schedule for blogs, videos, and social posts that align with your target audience’s needs and your firm’s areas of expertise. Content marketing done right doesn’t just attract clients—it creates meaningful connections that keep your firm top of mind. 💬 What content marketing approach has worked best for your firm? Share your thoughts or ask questions in the comments below!

Today, a multi-million pound business owner said yes on a sales call because of my LinkedIn testimonials. Amongst various posts of mine hitting her timeline, the glowing testimonials on my profile won her over. I never paid much attention to my testimonials section in the first two years of business. Pretty much a neglected houseplant, never watered nor nurtured. I’d occasionally ping a message over to a client, asking for a review, only if they saw my work as high-quality and brought in some ROI. But this was on a rare occasion, perhaps when my ADHD brain remembered to ask at the end of each month. Today confirmed the weight that social proof carriers. Every touchpoint on your profile, website, and content strategy should be dripping with it. And I get it, I do the exact same when I’m looking to buy: I scroll straight to see who’s worked with them and how it went. Way better than playing digital hide-and-seek on countless website pages and eventually arriving at a “case studies” page where previous client names are hidden behind cryptic initials and code names. (Pfft. Do these people even exist?) My top tip: set a monthly calendar reminder to chase down testimonials from past and present clients. Even offer to write it for them, if they’re too busy. Of course, you’ll feel awkward asking at first. The sheer audacity in asking for public praise on the services you provided. But, go ahead and ditch the silos, swallow that ego, and make the ask. When was your last testimonial written? (If it wasn’t in 2024, you best get some emails out.)

You’re shopping online for a skincare product, scrolling through a series of glowing reviews: “Incredible results,” “Best product ever,” “Changed my skin completely.” It’s compelling. But behind the scenes, many of these endorsements aren’t coming from genuine customers—they’re often written by employees, automated bots, or paid reviewers. This type of review manipulation has undermined consumer confidence and made it difficult for honest businesses to compete. The Federal Trade Commission (FTC) in the United States has decided to crack down on these deceptive practices. The FTC has introduced a new rule directly targeting fake reviews and misleading testimonials, with the aim of restoring trust in the online marketplace. Here’s what the new measures include: 𝐓𝐡𝐞 𝐅𝐓𝐂’𝐬 𝐍𝐞𝐰 𝐌𝐞𝐚𝐬𝐮𝐫𝐞𝐬: 📌Reviews generated by bots, employees, or paid actors are now explicitly banned. 📌Repurposing positive feedback from one product for another is no longer allowed. 📌Practices like “review gating,” where feedback is only solicited from satisfied customers, are prohibited. 📌Companies must disclose any incentives provided in exchange for reviews. 𝐈𝐦𝐩𝐚𝐜𝐭 𝐨𝐧 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬: Fake reviews have skewed the online marketplace for years, misleading consumers and giving unethical brands an unfair advantage. With penalties up to $50,000 per violation, the FTC’s rule is designed to hold companies accountable and level the playing field. 𝐖𝐡𝐚𝐭 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐍𝐞𝐞𝐝 𝐭𝐨 𝐃𝐨: If your marketing relies on customer reviews, now is the time for a thorough review audit. Verify that testimonials are authentic, eliminate undisclosed incentives, and ensure full transparency in your processes. This rule signals a new era of accountability in U.S. digital marketing. It’s a chance for companies to demonstrate their commitment to ethical practices and build real, lasting trust with consumers. For those who have always prioritized transparency, this is a welcome change. For others, it’s time to adapt quickly.