What is Online Reputation Management?
Reputation management refers to the effort to influence and control what and how people think of your business online. Some of the key elements of reputation management are review monitoring, responding to reviews, social monitoring, mention monitoring, responding to social mentions, and competitive benchmarking.
The ever-increasing activity across multiple channels can make the process complicated and time consuming. Your business needs to successfully build and maintain a good reputation but also work on recovering from negative perceptions.
When consumers search your company, you want to show up with a current list of positive reviews, profiles, and a sparkling website that presents your business in the best way possible.
If negative reviews appear on that first page of search results, chances are you have already lost that customer. Studies show that with just one negative review or mention there is a 22% chance that a sale will be lost. If three negative reviews appear on that page, the number soars to 60%.
The New Word of Mouth
Today, 89% of customers won’t take action before they read some reviews. The days of yelling over the fence with your neighbor asking for a referral are long gone. This makes positive reviews a critical component for attracting new customers and maintaining current ones.
Almost more importantly, the impact of negative reviews on your online reputation can seriously affect your bottom line, squander your marketing dollars and cause you to lose prospects to your competitors. Let’s not let that happen.
We take the worry and work out of managing your online reputation. Still not convinced? Here are some stats on reputation management you need to know.
Our Online Reputation
We’ve been managing and monitoring small businesses online reputations before it was a thing. Our experts use smart tools and proprietary processes to ensure that your reputation is not only protected but leveraged to help grow your business.
Here’s what we offer:
Collect Positive Feedback
With the importance attached to positive reviews, managing your online reputation will require that you encourage customers to leave positive reviews. As you do this, you should also ensure that you minimize the risk of negative ones. Since leaving a review for a business can be complicated, we will help you develop effective ways of encouraging customers to write reviews. Below is how we collect and handle feedback:
- Ask for Reviews
One of the best ways to collect positive reviews is to ask customers to write about their experience with your company or product. We will work with you to create a process for asking for the reviews. With our experience, we will personalize the ask to increase the chances of getting more reviews.
- We Make it Easy for Customers to Give Feedback
Even as we ask for reviews, we will work to ensure that it is easy for customers to submit reviews. We will ensure that there are direct links to the review profiles on different platforms. It would also be necessary to make the text and surveys responsive so that customers using their mobile phones can also respond.
- We Respond to Reviews
Responding to reviews shows that you value your customers and care about their feedback, encouraging more people to submit reviews about your business. We will help you respond to both positive and negative reviews in a way that will protect and improve your reputation. In the end, you will be able to collect more positive review
- Share the Reviews on Social Media
In addition to engaging with existing reviews, you should also share the reviews on social media. Sharing reviews encourages customers who haven’t reviewed your products to review them, giving you more valuable feedback. We can help you identify the best platforms and tactics for sharing the reviews to reach a wider audience.
- Thank Every Reviewer
Appreciating every person who reviews your product or service will contribute to the success of your business. It will also encourage them and others to leave a review in the future. In case the review platform allows,we advise that you thank them directly on the platform through which they submitted feedback.
- Reputation Alerts
In a world where a single negative incident can bring down the reputation you have built for years, you should take the appropriate actions in a good time. Through our internal system and your dedicated project manager, you will get regular updates whenever a customer shares their experience online.
We Help You Handle Criticism
Some negative reviews are unavoidable. When you receive such reviews, you should take the criticism seriously and investigate the claims. It would also be important to avoid reacting personally to a negative review, even in cases where the review expresses strong opinions. Try to be polite and professional, making sure you avoid creating excuses or blaming others for the problem. Depending on the problem, we will work with you to try and handle the matter offline. Rather than respond to the adverse review in the full glare of publicity, provide your contact details so that the matter can be resolved. However, once the matter has been settled, you should leave a comment on the public timeline to indicate the same.
Request That the Review be Removed
If you know that the negative review is fake or misleading, you can ask the review site to remove it. A review is considered fake or misleading if it is from a competitor, a member of your staff, or someone paid to write it but has not used your product or service. In case you have apologized and corrected the issue, you can ask the customer to remove the review on their own. Your project manager will advise you on how best to go about review removal.
We Then Work on Repairing Your Reputation
Information spreads fast on the internet, meaning that many people may have read such a negative review. Once you have addressed the complaint, it will be time to work on repairing your reputation. Your project manager will help you to collect more positive reviews by encouraging customers to submit their written experiences. In the long run, you will be able to correct the negative perception and ensure that your customers think positively about your business.
Benefits of a Well Managed Online Reputation
- Professional Image
Having a professional business image is an important marketing tool. For small businesses, reputation management strategies help to create a trustworthy image that ensures you attract more customers. Larger and more established businesses can use reputation management to maintain their image and eliminate negative perceptions. A professional image ensures that you distinguish yourself from the competition and convinces clients to do business with you.
- Better Search Engine Ranking
Reputation management involves working to increase the number of positive reviews and reduce negative ones. Since positive reviews can help increase your SEO rankings, keeping an eye on what people are saying about your business online can boost your SEO efforts. The process may also include creating local profiles and listings that could boost your online visibility. In the end, it will be easier for customers to find and contact you.
- Dispels Incorrect or Misleading Information
As much as you may be a reputable and trustworthy company, some malicious people will post incorrect information online that could ruin your reputation. As such, it would be important to correct such information in good time to protect your reputation. With the right tools and skills, you will be able to dispel rumors about your business and ensure your reputation remains intact.
- A Better Understanding of Customer Wants and Needs
If you want to serve your customers better, you will need to know what is working and what is not. Online reviews are a great way for your business to get feedback from your customers and get to learn about their experiences doing business with you. You will want to go through all the reviews to get a better understanding of what customers want and how they perceive your brand. This information will enable you to make improvements and do even better.
- Increased Customer Trust
Modern consumers are more likely to do business with a reputable brand because a good reputation is an indication that you are more credible than your competitors. Since customers tend to trust online reviews, ensuring you have more positive reviews will help you earn the trust of your customers. Once you have gained their trust, your customers will submit more positive reviews, helping you to attract even more clients.
- Improved Bottom Line
Before making purchase decisions, a good number of consumers will use the internet to check whether the company they plan to work with is worth their time and money. Building and maintaining your reputation will help you earn the trust of customers and attract even more potential customers. You will also get to know what customers want and make the necessary improvements and changes. This will improve your revenues over time.
Set The Right Foot Forward With Reputation Management Services
Good reputation management will also involve making sure that your business information is consistent across different online listings. This consistency will show to your customers that you are a valid and trustworthy company that is open for business.
Do you need help making sure your company’s reputation online accurately reflects the care you provide to your customers? Contact us at BizIQ, where our reputation management professionals can work to ensure you avoid costly mistakes and make the best of the positive feedback from customers.