BOOK ON REPUTATION

Internet Reputation Management For Businesses

From the co-founder of ReviewBoost — the first company to offer online reputation management services specifically to businesses.

A practical guide to reviews, customer feedback, online word of mouth, customer service, trust, conversion, and retention.

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Internet Reputation Management for Businesses by Guillermo William Rivas
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What the Book Teaches

What This Book Covers

Eight core areas explored across the book, from how reputation is formed to how it affects conversion and retention.

Online ReputationChapters 1 & 4

How a business is perceived online

How people form an impression of a business from what they find, read, and hear online.

Customer ReviewsChapters 4 & 5

Why reviews influence decisions

Why reviews influence future customers and how businesses should think about them.

Negative FeedbackChapters 5 & 6

How to respond without making it worse

How to listen, assess, and respond to criticism without escalating the situation.

Customer ServiceChapter 7

Where reputation actually starts

Why reputation begins with the real experience a business delivers.

Word of MouthChapters 2 & 3

From private referrals to public influence

How traditional referrals became public, searchable, persistent, and scalable online.

ConversionChapter 8

How reputation affects the sale

How reputation affects whether prospective customers decide to choose a business.

RetentionChapter 8

Why repeat customers strengthen reputation

Why satisfied customers, repeat business, and loyalty strengthen reputation over time.

Reputation ManagementChapters 6 & 9

How the pieces work together

How all of these elements work together as an ongoing business process rather than a one-time task.

Inside the Book

Chapter by Chapter

Chapter 1The Internet is the Backyard of Your Business
Chapter 2Evolution of Business Strategy to Online Advertising and Marketing
Chapter 3The Merging of Technology and Word of Mouth: Physical Space to Internet Space
Chapter 4Your Business is on the Internet and People Are Talking: Now What?
Chapter 5Bad Reviews, No Reviews, Even Good Reviews
Chapter 6A Little Positivity and Some Defensive Action Would Help
Chapter 7Working Offline for an Online Solution: Customer Service to Customer Feedback
Chapter 8Reputation to Conversion to Retention, Oh My!
Chapter 9Internet Reputation Management is the Front Yard of Your Business
Free Audio Sample

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About the Author

Guillermo “William” Rivas

Rivas co-founded ReviewBoost, the first company to offer online reputation management services specifically to businesses.

His work put him directly inside the emerging reputation-management industry as businesses began confronting public reviews, online customer feedback, and the growing influence of digital word of mouth.

Internet Reputation Management for Businesses grew out of that firsthand experience and connects reputation to customer service, trust, conversion, and retention.

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