Nowadays the reputation is so important to a company or a brand. People are relying more and more on reviews and word of mouth and with technology and internet, people are able to get the access they need to make a judgment on a business or brand based on this. A business or brand’s reputation is a major defining factor on whether or not a business will be successful nowadays and the way its reputation is handled is just as important. Consumers pay attention to these details and are quick to make decisions on how they feel about that particular business and either move astray from it or continue to increase their brand loyalty. Here are different key ways you can handle your online reputation management:
1. Reviews are everything
It is so important to make sure you have reviewed whether your company has products or services. 72% of consumers do not take any action until they read a review. There are different ways to help generate reviews from your customers and you can do this by sending a follow-up email with a direct link to your product or service.
2. Monitor your social media strategically
Many people take it to social media to express their opinions and it’s important to monitor this and make sure your brand or company is shown in a positive light. Popular channels include twitter, facebook, google reviews, trip advisor, yelp, and Quora. Make sure you set up alerts and respond accordingly. There are great reputation management services out there that can help you with this, there is nothing better than having a team dedicated to your reputation.
3. Keep your consumers engaged
It is important to create advice and helpful tips to help keep out negative reviews and you can do this in an engaging way. Researching what some of the pain points of maybe one of your products or services and figuring out how to explain it and simplify it to your consumers in a helpful way might keep them from having a negative experience which would then prevent them from sharing a negative review. Come up with engaging topics and content to help with this and keep your consumers entertained.
4. Reply to the good and the bad
It is important to reply to both good and bad comments. The way you handle negative publicity or negative reviews shows a lot about your company and people pay just as much attention to negative reviews as they do to the way the company replies to their negative reviews. Be smart about how you handle those and try to make the customers happy this is key. You can learn a lot from negative reviews and see it as a growth opportunity where you can see different ways to improve your business.
5. Invest in great customer service
At the end of the day if you have a great business or brand and a great customer service team it will show. Make sure you try to give your consumers the best experience possible and it will go great from there.
With nearly 95% of consumers read online reviews before committing to a purchase, it is so important to make sure your reputation is at its best and be serious about it. It is an essential part of your business and it is something you need to manage in the best way possible.