3. Launch & Engage
Your reviews are your price tag.
Two businesses charge the same. One has 12 reviews, the other has 200. They are not competing on price.
Who This Is For
Reputation management is urgent for a business if:
- A competitor has several times your review count
- Your rating sits below 4.0, where a meaningful share of buyers stop considering you
- Your most recent review is months old — recency is weighted, by Google and by readers
- Negative reviews sit unanswered, which readers interpret as agreement
- You get good feedback in person and almost none of it online
What's Included
What we do
Review generation
Automated requests by text and email, triggered after service and timed to the moment a customer is most satisfied. The timing matters more than the wording.
Response management
Every review answered within one business day. Positive ones get a real reply, not a template. Negative ones get a measured response written to the reader, not to the reviewer.
Monitoring
Google, Facebook, Yelp, and the platforms specific to your industry — plus news and social mentions, so you hear about a problem from us rather than from a customer.
Negative review protocol
An agreed plan, written before you need it: who gets notified, who drafts, how fast, and what gets escalated to you. Deciding this during a crisis is how businesses make it worse.
Feedback routing
Requests route unhappy customers to you privately before they route anyone to a public form. This is not review gating — everyone can still leave a public review. It just gives you a chance to fix the problem first.
Reporting
Rating over time, review velocity, response rate and response time, and how you compare to the competitors ranked around you.
Plans
How reputation management is delivered
It's included in all three monthly plans. The difference is who does the work.
- Digital Ignite — the tools and automation, operated by your team
- Digital Accelerate — our team requests reviews and responds on your behalf
- Digital Ascend — full management, including escalation handling on the difficult ones
Objections
Straight answers
Can you get a bad review removed?
Only if it violates the platform's policy — spam, a competitor, a different business, or content that breaks the rules. We'll file that dispute and pursue it. A review that is simply unflattering but genuine will not be removed, by us or by anyone, and any agency that tells you otherwise is selling something they can't deliver.
The workable answer is to bury it in recent, better reviews and to respond in a way that makes you look reasonable to the next reader. That reader is the actual audience for the reply — not the person who wrote it.
Isn't asking for reviews against the rules?
Asking is allowed. Incentivizing is not — no discounts, no gift cards, no entry into a drawing. Selectively asking only customers you expect to be happy sits in a grey area that platforms have been tightening. We ask everyone, which is both compliant and, over time, more credible.
Won't a perfect 5.0 look better?
It looks fake, and buyers have learned to read it that way. A 4.6 with a hundred reviews and thoughtful replies to the critical ones converts better than a flawless handful.
Faq
Questions we get
How many reviews do I need?
Enough to be credible next to whoever ranks above you. That's the comparison your customer is actually making, so we benchmark against them rather than against a generic target.
Will you respond as me?
In your voice, with your approval on the process. Anything sensitive comes to you before it posts.
What about Yelp?
We monitor and respond there. Yelp's filter suppresses reviews it considers unsolicited, so direct requests behave differently there than on Google. We work with that rather than against it.
Can this hurt me?
Only if it's done badly. Aggressive or incentivized requests get reviews filtered and can get a profile flagged. Steady and compliant is slower and doesn't blow up.
What if we genuinely deserve the bad reviews?
Then the reviews are doing their job and marketing is the wrong fix. If a theme keeps appearing, we'll tell you plainly — that's an operations conversation, and no amount of response writing substitutes for it.
See where you stand.
We'll pull your rating, review velocity, and response rate against the three competitors ranked nearest you. No charge.