Engagement & Analytics Best Practices
Pair proactive community management with disciplined reporting to protect your reputation and uncover growth opportunities.
Responding to Reviews Quickly
- Daily Review Checks: Monitor Google Business reviews from the Reputation Command Center at least once per business day.
- Triage Workflow:
- Filter new reviews by rating.
- Assign responses to the appropriate teammate.
- Use saved response templates for common scenarios (praise, constructive feedback, low rating).
- Escalation Rules: Route 1-star reviews or legal concerns to management before responding.
- Close the Loop: Update internal tickets after the issue is resolved to track completion.
Encouraging Positive Engagement
- Thank customers publicly when they leave positive feedback.
- Ask satisfied reviewers for permission to feature their testimonials in campaigns.
- Highlight community stories and behind-the-scenes moments to humanize your brand.
Managing Social Interactions
- Review post comments from the Engagement Inbox twice per day.
- Hide spam quickly and block repeat offenders to keep conversations healthy.
- Tag conversations with categories (support, product interest, retention risk) to improve reporting.
Establishing an Analytics Cadence
| Cadence | Recommended Focus |
|---|---|
| Daily | Check scheduled posts, respond to reviews, monitor anomalies flagged in Analytics alerts. |
| Weekly | Review campaign performance, top content, and sentiment trends; adjust following week's content calendar. |
| Monthly | Deep dive on platform comparisons, conversion metrics, and goal attainment; share highlights with stakeholders. |
| Quarterly | Evaluate year-over-year performance, audit workflows, refine goals, and update benchmarks. |
Using Insights to Drive Action
- Set SMART Goals: e.g., "Increase Instagram engagement rate to 5% within 90 days."
- Tie Metrics to Initiatives: Link Saved Views to specific campaigns or objectives.
- Document Learnings: Maintain a running notes doc summarizing what worked, what did not, and hypotheses for next iteration.
- Share Recaps: Export dashboards and send to leadership or clients with annotations explaining context.
Keep Data Healthy
- Confirm tokens for all connected profiles are current in Authentication & OAuth.
- Archive unused saved views to keep the analytics workspace tidy.
- Review permission access quarterly to ensure only necessary users can export sensitive data.
Adopting these practices ensures your team responds quickly to customers, keeps stakeholders informed, and continuously improves performance over time.