Top 4 Tips for Online Reputation Management
Online Reputation Management is an integral part in your customer journey. The best
customers are referral customers because A. They don’t cost any money to acquire and B. They
have more loyalty than a brand-new customer because they were referred. 88% of people trust
online reviews as much as they trust their best friends’ recommendations.
1. Google My Business
You and your friends are looking for a new Chinese restaurant to check out. You go on Google and search up “Top Chinese Restaurants Near Me.” Google then proceeds to give you a list of restaurants. As you’re scrolling, you take into consideration the pictures, proximity, and most importantly what people are saying about the restaurant. You’re more inclined to go to a restaurant that has 4.5/5 stars on Google as opposed to a restaurant that has 2.5/5 stars. 80 percent of people choose to go elsewhere if they read bad reviews of your business online. That’s the benefit of Google My Business. You’re able to make sure that your reputation relative to other competitors is great by leveraging reviews, pictures, chat features, and content.
2. Leverage Social Media Interactions
In today’s day and age, companies are lucky enough to be able to communicate with their customers through various social media outlets. Whether it’s through direct messaging, articles/blogs, videos, or competitions you can promote a consistent message that your customers can relate to.
3. Listen to Customers
Your customers are the best people to help you in improving your services and/or products. Getting their opinion and acting on it will help your business adjust to customer needs. But, how will you be able to track all of your customer reviews? Especially since there are so many platforms they can leave it on. Lucky for you, there are a bunch of tools out there such as Google alerts and social mention that can send push notifications each time a review is left. Never miss a review again!
4. Encourage Customer Reviews
If a customer has something bad to say, they will go out of their way to spread the message on various digital outlets. Customers who have a bad experience are two to three times more likely to write a negative review than customers who had a great experience are to post a positive review. That’s why it’s incredibly important to encourage all customers to post reviews. By following these tips, you will have the ability to not only create a strong digital reputation, but also restore a tarnished one.