Reputation Management for an Established Business

Client Overview

Client E is a well-established business with a strong customer base. Despite this, they struggled with negative online reviews, particularly on Google, where their rating fell below 3.0, which hurt their reputation and visibility.

Challenge

Although Client E had many satisfied customers, the Google review system skewed negative because only highly dissatisfied customers were motivated to leave reviews. These negative reviews were primarily due to isolated incidents such as cleanliness issues or small inconveniences, but they significantly impacted the business's online presence.

Solution

Eldon Group developed a real-time feedback system that allowed Client E to capture customer concerns before they were posted on public review platforms:

• QR Code Feedback System: Eldon Group implemented QR codes across Client E’s facilities, allowing customers to immediately submit feedback via their smartphones. Feedback was sent directly to the management team for real-time resolution.

• Proactive Issue Resolution: Management could respond to concerns such as cleanliness or maintenance issues (e.g., a dirty bathroom or broken furniture) in real-time, preventing negative experiences from becoming public.

• Positive Review Campaign: In addition to resolving negative feedback, Eldon Group helped Client E promote positive reviews by circulating flyers encouraging satisfied customers to leave reviews when appropriate.

Results

• Improved Google Rating: Client E’s Google rating improved from 2.8 to 4.2 within six months as a result of proactive review management.

• Reduced Negative Reviews: The QR code system reduced the volume of public negative reviews by 40%, allowing Client E to address concerns before they reached online platforms.

• Enhanced Customer Satisfaction: Swift management response led to an increase in positive feedback and 20% more repeat business, as customers appreciated the timely actions taken to resolve their concerns.