ORM · Real estate
ORM framework that rebuilt trust for a real estate brand
Structured, KPI-driven ORM: multi-platform review lifecycle, sentiment analysis, and recovery workflows. Google Business Profile tuned for entity signals and conversions; response engineering and review dilution to rebalance sentiment — plus ongoing engagement protocols for trust and social proof.
Primary outcome
+325% verified positive reviews in 6 months
- Google rating 3.2★ → 4.8★
- Negative sentiment -72%
- Lead-to-conversion +58%
Context
A low-trust real estate brand needed a disciplined reputation layer — not ad-hoc responses. We re-engineered their digital presence around measurable trust signals and a repeatable review lifecycle.
Execution
- Review lifecycle management across major platforms — acquisition, QA, and escalation paths aligned with brand voice.
- Sentiment analysis and reputation recovery workflows so negative episodes became structured playbooks instead of one-off fire drills.
- Google Business Profile (GBP) optimization: entity signals, NAP consistency, and conversion-focused profile modules.
- Negative feedback mitigation through response engineering, review dilution, and escalation handling — rebalancing visibility in branded SERPs.
- Continuous engagement protocols to compound social proof on high-intent discovery surfaces.
Outcomes
- +325% increase in verified positive reviews within six months.
- Google rating improved from 3.2★ → 4.8★.
- 72% reduction in negative sentiment via active response and dilution strategies.
- +58% uplift in lead-to-conversion rate driven by stronger credibility signals.