How can brands build an online reputation that reflects the true customer experience they offer?
Lisa Genovese is the founder and President of BottomLine, a market research and marketing strategy agency that works with companies of all sizes to re-discover their true value, reach new audiences, and evolve their messaging. In this episode, Shannon and Lisa talk about monitoring online reputation and the importance of proactively creating a crisis communications plan. They discuss social listening tools, strategies for dealing with negative online reviews and what to consider when it comes to soliciting online reviews from customers. Lisa shares her experience on how to make it easy for customers to provide testimonials and why you should never be shy about