Protecting and improving the online reputation of your business is vital to your success. Buyers are deterred by negative reviews from past customers, and there is no way to truly measure the number of sales lost due to a negative review. Fortunately, there are a number of tips that will help build and protect your online reputation.
Create and Maintain Social Media Accounts
A coordinated social media strategy is an important piece to the puzzle in regard to managing the online reputation of your company. According to Capterra, the first step in the process is to start with the social media platform that is best suited to your particular business. Once you have gained traction on this platform, you can expand to others.
Once your platform is chosen, you will be able to engage in conversation and build a relationship with your target audience. The best way to take advantage of this opportunity is to engage the audience with interesting and useful content. You should not constantly blast your audience with promotional messages.
Respond to Reviews
You will need to use a bit of strategy to effectively respond to reviews that you receive on Google and social media. Positive reviews should be acknowledged promptly, and a sincere thank you should be delivered. If you are familiar with the transaction, mention a detail that will be remembered by the customer. The personal touch will be appreciated.
As Podium explains, customer reviews allow businesses to both get a feel for how their customers think they’re performing and ideas for how to improve. Resist the urge to become reactionary if a bad review of your company’s product or services is received. Be honest with disgruntled customers and offer to do what is needed to reconcile the bad experience for them.
It is not uncommon for customers to google salespeople. When salesmen and saleswomen working for your company are mentioned in reviews, it increases their value to future customers. Data from ReferralRock shows that when your employees are considered more trustworthy by customers, this sentiment carries over to your company.
When the name of an employee is mentioned in a review, it is a great opportunity to get that employee engaged in the process. Encourage your employee to respond personally to the customer who appreciated the efforts enough to leave a positive review.
Treat Online Reviews Like an Asset
It is a valuable advantage to you when happy customers leave reviews about their experiences with your company. These reviews improve your ranking in search engines and elevate your company to authority status when potential customers perform local searches.
Positive online reviews and word-of-mouth promotion are powerful revenue generators that have earned a place on your company balance sheet. The time and effort it takes to build and maintain your online reputation make online reviews a valuable commodity. You should remember this fact if you ever look to sell your company.
One important point brought up by i5 Web Design is that building your online relationship is similar to other aspects of building human relationships in that consistency and delivering on promises are essential. If you have offered discounts to customers to make up for a bad experience or if you have promised to address an issue that was not to a customer’s satisfaction, you should make sure you not only follow up on the promises but that you also make necessary changes so that the original problem will not happen again.
Remember that the interaction you have with a customer online is viewable by all potential customers. It is a simple process for others to follow the story as it develops.
Online reputation management is becoming more and more important in today’s high-tech world. In moments, consumers can perform all the research needed about any company to decide whether or not they will choose to do business with the company. You should be proactive in your goals to present your company in as positive a manner online as possible.
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