Request journey
Choose appropriate moments to invite feedback from real customers. Agree channels, language and system connections. Requests should reflect actual experiences without pressuring customers toward a particular rating.
SHARED INFRASTRUCTURE
Reputation management.
Reputation management creates a consistent process for requesting, monitoring and responding to customer feedback. It connects customer experience to local trust.
Discuss Reputation management ↗01 / THE BUSINESS NEED
Turn customer feedback into a consistent business process.
Reputation management helps request, monitor and respond to customer feedback. It is useful when requests depend on individual staff habits or reviews do not reach the people who can address the experience behind them.
We connect review activity to the customer journey. The process should make honest feedback easy and establish response ownership. Public presentation matters, but feedback can also reveal operational issues that marketing cannot resolve alone.
A USEFUL STARTING QUESTION
What should a customer understand or be able to do after this work is delivered?
The detail behind
reputation management.
Response workflow
Define covered profiles, monitoring and response approvals. Prepare escalation for service issues, private customer information and facts that need checking. The business should know which situations require direct intervention.
Themes and follow-through
Review recurring questions and concerns. Share actionable themes with the team responsible for the experience. Where appropriate, use the findings to improve service explanations and expectations.
THE DELIVERY PATHClear steps.
Clear steps.
Visible progress.
Follow reputation management from the first decision to the next improvement. Select a stage to see the work, your part and the handoff.
DAPPR PREPARES
Feedback moments
YOUR PART
Identify the journey and covered profiles.
WHAT MOVES FORWARD
A request plan
DAPPR PREPARES
Response and escalation rules
YOUR PART
Approve language and ownership.
WHAT MOVES FORWARD
Consistent handling
DAPPR PREPARES
Review workflow
YOUR PART
Check requests, notifications and handoffs.
WHAT MOVES FORWARD
A working feedback loop
DAPPR PREPARES
Themes and actions
YOUR PART
Resolve recurring operational concerns.
WHAT MOVES FORWARD
Better customer communication
Milestones and delivery dates are agreed after scope, access, content and review requirements are clear.
03 / MEASURING PROGRESSMake the next
Make the next
decision clearer.
Request consistency, response handling, recurring themes and review activity provide useful context. A rating does not replace understanding the experience behind it. Assess change over a meaningful period.
What a useful review covers
Start with the objective and the work completed. Then look at the available evidence, the limitations of that evidence and the decision it supports. An update should make it clear what will continue, what needs to change and who owns the next action.
The review cadence follows your plan or project agreement. A change in priorities should also identify its effect on the existing scope. That keeps the conversation grounded in the work your team can actually put into practice.
A good brief
makes better work.
What we need from you
Profile access, customer-journey details, approved response guidance and an escalation owner. Clarify which information can be discussed publicly and which belongs in a private conversation.
What belongs in the scope
Included from Momentum within scope, reputation work does not involve invented reviews or promises of a specific rating. It requires participation from the people who deliver the customer experience.
How decisions stay clear
Name one person who can consolidate feedback and confirm approvals. Share business changes early, especially changes to the offer, audience or systems. When a new request changes the agreed work, we clarify priorities and scope before adding it to production.
How it fits
the bigger picture.
A repeatable feedback process. Included from Momentum within agreed scope.
One system. Shared context.
This capability supports shared infrastructure. Signal, Momentum and Command provide one, two and three active engine slots respectively. Fractional CMO includes all five engines. Infrastructure and support depth increase with the plan.
About this service.
What does reputation management include?
Review request journeys; Feedback routing; Review monitoring; Response workflows; Reputation reporting. The exact platforms, deliverables and production volume are defined in your scope.
How does this service fit into a Dappr plan?
This capability supports the shared infrastructure behind your marketing. The level of setup and ongoing support varies by plan. Compare the plan table for exact inclusions.
What happens before work begins?
We review your goals, current setup and priorities, then agree on scope, responsibilities and reporting. Advertising spend, major third-party software and large projects are separate.