Traditionally a business reputation is managed by a PR company. Most of the cases large companies and enterprises can outsource public relations agencies to manage their reputation through news, new launches, CSR and so on. However, with the internet taking over how business is run, the end consumer has the power to speak his mind out and he has the public domain (search engines, social media platforms and reviews sites to review, star rate or comment about a business, product or service. These reviews can enhance the image of a particular business or topple it.

Most businesses and brands recognize the importance of online customer reviews and optimizing their presence online in other words, staying visible when the end user is trying to access them. it’s not enough for a business to simply establish a presence on review sites like Google, Facebook, TripAdvisor, and Foursquare. Brands must interact with customers in order to build trust and boost their online reputation.

This means that companies both large and small need to respond to online customer reviews. Review responses can make all the difference in how customers view a business or  a brand. Reviews can be Positive, Negative or neutral.

Ensuring you are visible online in the right manner, you are responding to reviews and interacting with customers online is a major portion of Online reputation Management.

Monitoring and responding to online reviews and interacting with your customers is basically online review management.

Reviews can be of 3 types

  1. Positive
  2. Negative
  3. Neutral



Responding to positive online reviews can be easier than replying to negative ones, since the customer is already on your side. Still, doing so requires careful attention in order to communicate effectively.

The main objective in responding to a positive review should be to express appreciation for the customer’s feedback. A five-star review is a great compliment for a company. A response not only provides the opportunity to thank the customer but also to reinforce a company’s brand.

Thank the reviewer: Show your appreciation for the customer‘s feedback and be specific about what you’re thankful for in the response.

Highlight your company’s value: Use this opportunity to draw attention to the high-quality product or service that your company offers.

Invite the customer to take action: Encourage the customer to engage further with your company by introducing a new product or inviting them back again.


It’s important to approach negative reviews in a calm and rational manner. whether or not the negative review is true, your business needs to respond in a way that protects your reputation.

Start off by apologizing for the issue. After apologizing for an issue. Customers need to know that their issues and concerns are an exception at your business. By highlighting company values, the response shows that the issue is not representative of the business.  Let the reviewer know that you have A good response might also tell the reviewer that you have shared their feedback with your company or team

The last thing you should do when responding to a negative review is offer to continue the conversation offline. Provide the customer with contact information (phone or email) to connect with a member of your team.

Google My Business is a free and easy-to-use tool for businesses and organizations to manage their online presence across Google, including Search and Maps. You need o claim your business on google and complete all the information required for a completed Google My Business Knowledge Panel.

With a Google My Business account, you get more than a business listing. Your free Business Profile lets you easily connect with customers across Google Search and Maps

Google May business management is a continued activity that ensures due attention and care given to your Google My Business listing.

Editing your data: The end users can suggest edits for your Google My Business listing. If you being the owner of the listing ignore the user edits, these suggested edits get published in place of your existing data. Google relies on signals from other data sources and the public to provide accurate information. Anyone can suggest edits to a listing,

New Features Pop Up Often - It’s usually rare that Google will alert individual users or companies when it’s added a new feature that you can use to better optimize your listing. Just because something worked well, or didn't provide an impact, doesn't mean this will continue. You will need to monitor new updates and changes Google brings to Google My Business.

Keep Up with Your Competitors:   You need to research how your competition are managing Google My Business listing. Localorm can help you with that. Your competitors could be taking advantage of every tool and alert Google has to offer. Keeping eye on how your competitors are managing their Google my Business might help you manage yours.

Prevent False Ownership Takeovers and Spam Reviews: it is possible for anyone including your competitor to gain control of your listing. This can happen if are not paying enough attention to deny their request for ownership.

5. Show Customers you are up to date on your data:
Update working hours. Attend to reviews and don't let Google ask the public to correct your working hours or location proximity. “open now” will increase exposure to discovery searches and prevent negative results.

Google posts are like micro blogs or bulletins that you can create and share.  Announcements, offers, new or popular items in stock, events. These posts are time bound. However, Localorm can help you schedule Google posts and plan campaigns.

Localorm allows you to schedule & publish messages with rich text, images, videos, and more to Google Search. These posts give you an opportunity to connect with potential customers who are searching for you, your products and services on Google.

Well, it's our own 5-point Net Promoter Score.


Similar to a traditional 10-point Net Promoter Score, our Happiness Rating is to gauge the loyalty of a brand's customers. With our NPS being a 5-point scale, we group the reviews into three distinct categories: Promoters (4 and 5-stars), Passives (3-stars), and Detractors (1 and 2-stars).

We then take the percentage of "happy" people (Promoters) and subtract those from the percent of "unhappy" people (Detractors) to get your very own Happiness Rating.

Your Happiness Rating can range as high as +100 and as low -100. Depending on the industry, what is considered a "strong" score can fluctuate between 50-70, but typically 60 is considered good. An exceptional score is anything above 70. Anything below 50 should be considered a significant problem if the brand has high review engagement.

Star rating is a feature on your listing which allows the public to rate you on a scale 1 to 5 based on the customer experience. Reviews are a more descriptive expression of your customers’ rating by writing in the review section of your listing on Google.

One of GMB’s core insight data points is an analysis on how your potential customers find you.

a.      Direct Searches
A customer directly searches for your business name or address with local intent.

For eg: KFC in Al Sadd

b. Discovery Searches
A customer searches for a category, product, or service that you offer, and your listing appears. For example, "coffee shop near me". Each of the locations returned in the search will record a discovery search.

c. Brand Searches
A customer searches for your brand or a brand related to your business.
For eg: "Dell Computers". In the first example below, the top of the result page will show Dell corporate logo, but further down the page a map pack is presented. These locations will record a Brand Research.The second image shows the other way in which a brand search can be achieved. Each of the computer supplier return for a search for a product that they believe is sold in their stores.



Yes, Localorm support businesses across GCC.

By sending the Google review invitation links personally to your customers. The feature is available within the platform and to the public on the Localorm website.


Review invitation links can be generated for any number of GMB listings, and then shared when reaching out to your customers with review requests. These links can be created both within the application and also to the public on the Localorm website.

Yes, you can send personalized responses for Google reviews automatically.

We know that businesses and agencies of every size have a strong desire to make responding more efficient. Addressing this need has been at the core of the Localorm offering.

  1. 30 Saved Reply Templates are made available to quickly respond to reviews.

  2. Auto-Insert Variables using six variables directly into the response template

It's not easy and may not be possible, but for certain reviews it is possible.

 Appeal, Single Review. In the ReviewsInbox™ detail pane right next to the review stars you will see a little grey flag (see below).

Clicking on this flag will trigger a new browser window hosted directly by Google. The page presents a short form to Report a policy violation so that the review is removed.

Simply select the primary reason, supply your email, click the box to confirm you are actually a person (and not a bot) and submit. You will receive an acknowledgement from Google that the request has been submitted. If the content of the single review contains a direct and flagrant violation of Google's rules, this first step might be all that's necessary to have the review removed.

b. Appeal, Multiple Reviews
This is where it starts to get complicated. We are putting together an entire Best Practices article to help provide guidance for this more challenging, but also rewarding if successful, exercise. 

Review invitation links can be generated for any number of GMB listings, and then shared when reaching out to your customers with review requests. These links can be created both within the application and also to the public on the Localorm website.

Post Insights help you better understand how your posts perform with potential customers. From the Posts tab, you can view insights for posts both on an individual level and presented in aggregate, set to any date range.

How it works?

Post Insights shows your views, actions, and view rate by percentage over the course of the set date range. The first graph presents your performance summary for all posts. To determine why you may have a change in views, you can look into the insights on an individual basis.

What constitutes as a view?

A Post view is registered when a Post is fully displayed on the screen on mobile or desktop; Meaning that in scenarios where a post is just displayed on the Knowledge Panel it will not be registered as a view, but rather in cases where a user actually clicks on the Post itself or scrolls through previous Posts.

Reporting Insights

Insights are continuously updated as customers interact with your posts. These insights can change as our platform works to obtain the most accurate view of customer engagement. 

As soon as the insights are available, we share and update them within the site - meaning that the data at times, may be delayed a few days as we await updated from Google.

Download Data for Analysis

All data is available for download as a CSV file for additional analysis. including the ability to roll-up Post performance by assigned campaign.

When are GMB Post actions counted?

Actions get recorded when the call-to-action button is clicked on - Without one, it becomes impossible to see how the post is performing based on its CTR.