Reputation X

BACKGROUND

Introduce your business and what you do there.

I am the CEO of a medical training company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Reputation X?

In general, we wanted to expand our branding and our reach. Essentially, we wanted more people to know who we were throughout the entire world, not just locally, and not just the US.

SOLUTION

What was the scope of their involvement?

Reputation X worked with us on our marketing in several areas. Their biggest strategy is content. The team writes blog posts for us that are optimized for SEO. The team also knows how to work with review sites like Yelp. They’ve given us great advice on how to get the best rankings on those platforms.

What is the team composition?

I know they have a lot of people behind the scenes that are doing the work and have over 100 writers that I have heard about. We have weekly meetings and there are about four people involved in the meetings on their end.

How did you come to work with Reputation X?

I did a Google search and looked for branding.

How much have you invested in them?

We are paying about $5,000 right now.

What is the status of this engagement?

We started working with them in January 2020, and we are still working with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Reputation X has helped our company with education, giving us information, and correcting mistakes that we have had on our website. Their work isn’t just with branding, they also do a lot of SEO. They have given us more knowledge on how to do what we need to do in the digital world.

We have seen an improvement in rankings. It is a lengthy process and I don’t expect too much right from the beginning, but they have definitely started to go up. We’re getting more exposure on social sites and we are also working a little more closely with some of the review sites.

It’s clear they don’t just have a few tricks up their sleeve. Reputation X has a very comprehensive knowledge of the internet and they have a pretty good-sized team of people working on various strategies.

How did Reputation X perform from a project management standpoint?

Their project management style is quite good. The team emails us pretty regularly, and they’re extremely well organized with the reports that they send us. We really have a good understanding of what to do, what they are doing, and what we are doing. I think that is an area where a lot of companies fall short when they don’t communicate with their customers.

In our weekly meetings, they let us know what is going on and what they need from us. They also send us, sometimes a little too much, very complete reports on what they are doing, what has been done, what they are working, and what they need us to do. The customer has to do things too.

What did you find most impressive about them?

Their transparency and honesty makes them stand out. We totally understand every single thing that they are doing, and they tell us in detail. A lot of occasions have come up where they could have sold us on a package or sold us on some procedure, but instead, they would just tell us how to do it. We see a lot of integrity from Reputation X and definitely a lot of transparency.

Are there any areas they could improve?

I wish it was cheaper.

Do you have any advice for potential customers?

Try to be open and flexible to their suggestions, even the ones that require you to do a lot of work. A lot of companies just want to sit back and pay vendors to do all the work, but it really doesn’t work that way. You have to be actively involved in your marketing. Take your suggestions to them and do the work with them.

BACKGROUND

Please describe your company.

I run a consultancy called Cloud 12. Most of our work comes from individuals, associations, and private companies with image and reputation problems. My firm brings a combination of expertise and experience, in both traditional and digital public relations mediums, to assist with all aspects of a company’s reputation management.

What is your role and responsibilities?

I’m the CEO and founder.

OPPORTUNITY / CHALLENGE

What was your goal for working with Reputation X?

I was looking for a partner to assist me with various aspects of reputation management on projects that were beyond the scope of what Cloud 12 could handle. I initially brought them on to help us with digital implementation but, from the beginning, Kent provided us with some incredible insights into our strategy and planning, which I was very grateful for.

SOLUTION

Please describe the scope of their work.

Reputation X was an integral member in all stages of our client work. Kent and his team were involved with everything from the strategic framework of the project, to the execution, to the psychological management of the client, beginning to end.

What was your process for selecting Reputation X with which to work?

 I felt that they mimicked what we offer out in the marketplace, which is what we call the real deal, we do as we say, we say as we do. After several discussions with Kent [Campbell, founder of Reputation X], I knew he operated the same way and I brought him on without reservation.

RESULTS & FEEDBACK

What were the results of the project?

The relationship is ongoing but, so far, I am completely satisfied.

Do you have any statistics or metrics to track improvement from the project?

In the reputation management field, you can’t really offer stats or metrics. The nature of the work is such that if we are doing our jobs well, no one should know that we are doing them at all.

Is there anything unique about them that really makes them stand out, compared to other companies?

Aside from their strategic insights, which are great. There is a big difference between selling and listening, and I find Reputation X’s manner to be listening and not selling. They offered a customized solution for every client we brought to them, and never tried to sell a generic “package solution” which is what I see and a lot of other companies do. Kent and his team are available any time I need them. I think they embody everything that reputation management should be.

Looking back on the work so far, is there any area that you think they could improve upon or something that you might do differently?

I think their biggest challenge is differentiation, being able to differentiate themselves from other companies. It’s hard to build confidence without a direct relationship or discussion. So, I think they could improve by having more people like Kent who could scale the personal feeling he provides. I did not find the same level of strategic insight across the entire company. If they were to grow substantially, they would need to bring on more people like Kent, he needs to be cloned.