Lunch & Learn: Competitive Intelligence

Welcome to Reputation Lunch N Learn Training!

Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.

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REPUTATION Lunch N Learn Series

Learn How to Capture, Analyze and Take Action on Your Competitive Landscape

Cassie Sneed
Director, Global Customer Marketing

Kasey Kershner
Customer Training Manager

Exercise 1: Competitive Insights Overview

11 STEPS

1. Let’s explore how to navigate to our competitor tenant and see how we stack up in key performance areas.

Open your tenant within the Reputation platform. Then click Switch.

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2. Click BDP Competitor to toggle between the regular platform view and a separate platform view that will include both metrics for BDP and the selected competitors.

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3. Click Shared With Me.

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4. Click Competitor Overview.

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5. Here you will see metrics for BDP, including Total Reviews and percentages of positive versus negative review sentiment, Average Star Rating, the rate at which you respond to reviews, and your Reputation Score.

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6. Compare that data with the chart on the right. This chart monitors the same information for the competitive brands for your business.

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7. Next on the page, we see the Sentiment Trend charts. This measures the volume of your reviews and their overall sentiment, positive versus negative. Compare your sentiment trend in the chart on the left…

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8. …to the sentiment trend of your competitors in the chart on the right.

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9. The next chart we’ll look at shows the Reputation Score of each brand broken down by each component, allowing you to see how you stack up against your competition in each area.

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10. For example, BDP shows 75% in Review Sentiment. You can see that BDP is higher than the other brands, as well as the Industry Average, but could do better in comparison to the Best In Class score of 98%.

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11. The competitive overview dashboard is a great place to start when exploring how you compare to your competitors!

That’s it! You have completed this walkthrough.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2044824/Lunch-N-Learn-Training-Series–Competitive-Insights-Overview

Exercise 2: Competitive Insights Experience

19 STEPS

1. Let’s take a look at what our customers are saying and compare to what they are saying about our competitors. Hover over Experience.

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2. Click Insights.

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3. Click Insights by Category.

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4. Under the Brand filter, click All.

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5. To view insights for our brand first, let’s adjust our filters. Click BDP.

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6. Click the dropdown arrow to confirm your choice of filter.

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7. These are our strengths and weaknesses for BDP. Our top three strengths are People Skills, Staff, and Transparency.

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8. Now let’s filter to explore our competitor’s strengths to learn what they are doing well and what we can implement at our business. Click BDP under the Brand filter.

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9. Click All.

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10. Click the dropdown arrow to show all options.

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11. Click America’s Best to view their insights.

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12. Click the dropdown arrow to confirm your choice.

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13. Here, we see the top 3 strengths of America’s Best. While Personalized Experience is not a strength or weakness of ours, it is an area we want to improve upon! Let’s find out how.

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14. Let’s look at the Sentiment Map and click into Personalized Experience.

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15. Click View Customer Quotes.

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16. Click Category Sentiment to change the sentiment dropdown from Negative to Positive and see real customer feedback and what they like.

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17. Click View Review.

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18. This takes you to the full review. At BDP, we do not have a follow-up call as part of our post-exam process. This is something we can add to make the customer experience more personalized.

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19. The Experience Insights dashboard provides great value when exploring how both you and your competitors are doing in the eyes of your customers, whether positive or negative.

That’s it! You have completed this walkthrough.

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