Search & mentions
A review of branded queries, media, social networks and review sites within an agreed perimeter.
09 / REPUTATION & TRUST
SERM & reputation management
We review what people find about your brand and establish a process for mentions and reviews. We help you respond with substance and publish accurate business information.
Discuss your projectABOUT THIS SERVICE
What it is and how it works
SERM manages brand reputation in search results and related platforms. It combines mention monitoring, investigation of recurring concerns, responses and the development of reliable material. Platform decisions about reviews and search results remain outside the studio’s control.
WHEN IT HELPS
From challenge to plan.
For businesses receiving regular reviews, finding inconsistent brand information or needing a clear process for responding to criticism.
- A review of branded search results and key platforms
- A map of mentions, reviews and recurring issues
- Response rules and a process for complex situations
- A plan for updating profiles and factual materials
- A report on actions taken and available changes
WHAT THE WORK CAN INCLUDE
Customer feedback
Factual responses, clarification and routing issues to the right people. Requests for honest feedback from real customers, without invented recommendations.
Profiles & materials
Consistent business information and content that answers real questions. Publishing and SEO work may form a separately agreed plan.
Platform requests
Where there are grounds, we prepare requests about inaccurate information or rule violations. Review removal or search-result changes are not guaranteed.
HOW WE WORK
Reputation picture
We review agreed queries and platforms, distinguishing incorrect information, real customer issues and questions that need a response.
Response plan
We agree facts, owners and response tone, then identify improvements to service, profiles and materials.
Action & review
We prepare agreed responses and updates, track statuses and recurring themes, and share operational findings with the team.
FAQ
Do you remove negative reviews?
A negative review is not itself grounds for removal. We can help prepare a reasoned platform request and a response to the concern; the platform makes the final decision.
Can we order positive reviews?
We work with genuine customer experiences and accurate information. We can establish a feedback request process, but do not invent customers or their recommendations.
Let’s start with your context.
Your website, market, current situation and goals are enough for a first conversation.