Reputation Command Center Overview
Manage your online reputation with powerful tools for monitoring Google Business reviews, responding to customers, and tracking your business performance.
What is Reputation Command Center?
Reputation Command Center is your complete Google Business Profile management toolkit:
- 📊 Review Monitoring: Track all customer reviews in real-time
- 💬 Quick Responses: Respond to reviews directly from the platform
- 📸 Media Management: Upload and organize business photos
- 📈 Performance Analytics: View search appearance and customer actions
- 📝 Business Posts: Create updates on your Business Profile
Key Features
Review Management
Monitor and respond to customer feedback:
- Real-time review notifications
- Filter by rating, date, location
- Quick response templates
- Bulk review operations
- Response rate tracking
- Sentiment analysis
Business Profile Control
Keep your profile up-to-date:
- Business information management
- Photo and video uploads
- Category and attribute updates
- Hours and contact info
- Location management (multi-location businesses)
Performance Insights
Track your online presence:
- Search appearance metrics
- Customer action tracking (calls, visits, directions)
- Review statistics and trends
- Photo view counts
- Competitive insights
Business Posts
Engage with potential customers:
- What's New updates
- Event announcements
- Special offers
- Product highlights
- Call-to-action buttons
Why Reputation Management Matters
Impact on Business
73% of consumers trust a business more when it has positive reviews
Star Ratings Matter:
- 4.0+ stars: Customers likely to consider
- 3.0-3.9 stars: May be hesitant
- Below 3.0 stars: Significant concern
Response Rate:
- Businesses that respond to reviews earn 35% more revenue
- 89% of consumers read business responses
- Timely responses show you care about customers
Google Business Profile Benefits
Local Search:
- Appears in Google Search results
- Shows on Google Maps
- Local pack placement
- Rich business information
Customer Actions:
- Click to call
- Get directions
- Visit website
- View photos
- Read reviews
Trust Signals:
- Verified business
- Recent photos
- Regular updates
- Review responses
- Customer Q&A
Getting Started
Prerequisites
Before using Reputation Command Center:
- ✅ Google Business Profile: Must have verified profile
- ✅ Owner/Manager Role: Need appropriate access level
- ✅ Connected Account: Link profile to platform
📖 Setup Guide: Connect Google Business Profile
Initial Setup
Step 1: Connect Your Profile
- Go to Reputation Command Center
- Click Connect Google Business Profile
- Authorize access
- Select location(s)
Step 2: Complete Profile
- Review business information
- Upload high-quality photos
- Set business hours
- Add description and attributes
Step 3: Set Up Notifications
- Go to Settings → Notifications
- Enable review alerts
- Choose notification method
- Set alert frequency
Step 4: Create Response Templates
- Draft common response types
- Save as templates
- Customize for different scenarios
- Use for quick responses
Dashboard Overview
Key Metrics Displayed
Review Statistics:
- Average rating (overall)
- Total review count
- New reviews (last 7/30 days)
- Response rate
- Average response time
Performance Metrics:
- Search appearances
- Website clicks
- Direction requests
- Phone calls
- Photo views
Trends:
- Rating trend over time
- Review volume by month
- Response rate trend
- Top keywords in reviews
Quick Actions
From the dashboard:
- View All Reviews: See complete review list
- Respond to Reviews: Quick access to unanswered reviews
- Upload Photos: Add new business images
- Create Post: Post update to Business Profile
- View Insights: Detailed analytics
Review Management Workflow
Monitoring Reviews
Real-Time Notifications:
- Email alerts for new reviews
- In-app notifications
- Dashboard badge counts
- Daily digest option
Review Dashboard:
- Go to Reviews in Reputation Command Center
- See all reviews sorted by date
- Filter by rating, date, location, response status
- Search review text
Responding to Reviews
Response Process:
- Read review thoroughly
- Select response template or write custom
- Personalize with customer details
- Preview response
- Publish to Google Business Profile
Response Time:
- ✅ Best: Within 24 hours
- ✅ Good: Within 2-3 days
- ⚠️ Fair: Within 1 week
- ❌ Poor: Over 1 week or no response
📖 Detailed Guide: Responding to Reviews
Response Best Practices
For Positive Reviews:
- Thank the customer
- Mention specific details they referenced
- Invite them back
- Keep it brief and genuine
For Negative Reviews:
- Apologize sincerely
- Acknowledge the issue
- Offer to resolve offline
- Show commitment to improvement
For Neutral Reviews:
- Thank them for feedback
- Highlight positives
- Address any concerns
- Invite further discussion
📖 Full Guide: Review Response Guidelines
Media Management
Business Photos
Photo Categories:
- EXTERIOR: Building exterior, storefront
- INTERIOR: Inside views, ambiance
- PRODUCT: Products or services offered
- TEAM: Staff and team members
- FOOD_AND_DRINK: Food/beverage items (restaurants)
- MENU: Menu boards
- LOGO: Business logo
- COVER: Cover photo
Photo Guidelines:
- High resolution (1080x1080px+)
- Good lighting
- In focus and clear
- Represents your business accurately
- Updated regularly
Uploading Photos
- Go to Media in Reputation Command Center
- Click Upload Photos
- Select images
- Choose category for each
- Add descriptions (optional)
- Upload to Google Business Profile
Best Practices:
- Upload at least 3-5 photos per category
- Add new photos monthly
- Remove outdated photos
- Showcase products, services, and team
- Use professional-quality images
📖 Detailed Guide: Business Media Library
Business Posts
Post Types
What's New:
- General business updates
- Announcements
- News and milestones
- Industry insights
Events:
- Upcoming events with date/time
- Special occasions
- Grand openings
- Workshops or classes
Offers:
- Special promotions
- Discounts and deals
- Terms and conditions
- Expiration dates
Products:
- Product showcases
- Service highlights
- New offerings
- Featured items
Creating Posts
- Go to Posts in Reputation Command Center
- Click Create Post
- Select post type
- Add title and description
- Upload image (optional)
- Add call-to-action button
- Publish
Post Lifespan: Posts expire after 7 days. Create new posts regularly to maintain visibility.
📖 Detailed Guide: Google Posts
Performance Analytics
Available Metrics
Search Performance:
- Total search appearances
- Direct vs. discovery searches
- Top search queries
- Mobile vs. desktop
Customer Actions:
- Website clicks
- Phone calls (click-to-call)
- Direction requests
- Message clicks (if enabled)
Photo Insights:
- Photo views
- Comparison to similar businesses
- Most viewed photos
Review Analytics:
- Average rating over time
- Review volume trends
- Rating distribution (1-5 stars)
- Response rate and time
Using Analytics
Track Trends:
- Monitor month-over-month changes
- Identify seasonal patterns
- See impact of updates
Benchmark Performance:
- Compare to previous periods
- Set improvement goals
- Track action completion
Optimize Strategy:
- Post when engagement is highest
- Focus on high-performing content
- Address negative trends quickly
📖 Detailed Guide: Review Analytics
Multi-Location Management
For Multi-Location Businesses
Connect Multiple Locations:
- During connection, select all locations
- Or add locations individually later
- Each location syncs independently
Location Dashboard:
- View all locations at once
- Switch between locations
- Aggregate metrics across locations
- Location-specific management
Best Practices:
- Respond to reviews for each location
- Upload location-specific photos
- Customize posts per location
- Track performance by location
Common Use Cases
Local Business Owner
Goal: Improve local search visibility and customer trust
Strategy:
- Respond to all reviews within 24 hours
- Upload new photos monthly
- Post weekly updates
- Monitor and respond to Q&A
- Keep business info accurate
Multi-Location Manager
Goal: Maintain consistent reputation across locations
Strategy:
- Use response templates for consistency
- Set location-specific response guidelines
- Monitor all locations daily
- Compare location performance
- Share best practices across locations
Customer Service Team
Goal: Address customer feedback promptly
Strategy:
- Enable real-time notifications
- Assign team members to respond
- Use templates for common scenarios
- Escalate issues as needed
- Track response metrics
Feature Guides
Explore detailed guides:
Setup & Connection
- Google Business Setup - Connect and configure
- Connection Guide - OAuth setup
Review Management
- Review Monitoring - Dashboard and filters
- Responding to Reviews - Response workflow
- Review Analytics - Performance tracking
Content Management
- Business Media Library - Photo management
- Google Posts - Creating business posts
Next Steps
Ready to manage your reputation?
- 🔗 Connect Google Business Profile - Set up connection
- 📊 Monitor Reviews - Start tracking feedback
- 💬 Respond to Reviews - Engage with customers
- 📈 View Analytics - Track your performance
Related Resources
- Platform Connections - Connection setup
- Best Practices - Response guidelines
- Troubleshooting - Common issues
Last updated: January 14, 2025