Reputation Management is about building relationships. Your business’s reputation is a reflection of how satisfied customers are with their relationship with you. In order to keep your reputation top-notch, you need to work hard to maintain high standards in everything that you do.
Reputation Management is about being visible online – what people are saying about you, where they are talking about you, and who they are talking to. If your potential customer finds bad reviews about your company, he or she may not trust you or your product.
People use social media sites to voice their opinions about products and services, and if negative comments are posted about you, those negative comments could hurt your credibility and damage your business.
Here are some tips to help you manage your reputation:
1. Monitor Reviews
You should set up a system to monitor any negative reviews. Monitor them daily and respond to each comment.
2. Be Responsive
Respond to clients’ concerns right away. Provide real answers, not just “thanks.” If you don’t have time to answer a question, say “I’ll get back to you ASAP.” Don’t make promises you cannot keep.
3. Respond To All Comments
If someone says something negative about your business, respond to the person by thanking him and letting him know that you appreciate his feedback. Thanking people helps build rapport, builds goodwill, and increases the likelihood that you will receive future referrals.
4. Get Feedback
Ask people for feedback on an ongoing basis. People love to give honest, constructive criticism. You may even ask them to help you improve your business.
5. Document Everything
Make sure you document everything about your business. Use Google Analytics and Facebook Insights. Keep detailed records of social activity.
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The Reputation Management Process
A positive (or negative) brand image influences a consumer’s decision to buy a product — and, for virtually every business, building a positive brand image starts online. To grow your business you need to have an active reputation management campaign.
Your reputation is dependent on social media and online review sites (Google Reviews are often the first place to go to effect change, however, Yelp, Angie’s List, etc. can be as important depending on your business). Did you know, that consumers read an average of 10 online reviews before they feel they can trust a local business?
- Audit Your Company’s Online Presence. The first step is to assess your online reputation. Start by searching for your company name in a Google search. Review the top 20 listings for your company name, skipping your own website, which should hopefully have the most accurate information. These search results will often include industry directories, company social media profiles, Google maps, and Yelp, to name a few. It’s worth individually searching on each industry directory as well, in case your business name is misspelled somewhere.Also, do a search for all industry keywords that might lead to your business, including searching for your CEO’s full name. Take a moment to assess how much information is available about your CEO (or other top employees.) If the information is negligible, consider adding a dedicated bio page on your own site. This page will then most likely rank high in the search results for their name, giving your business one more access point.
- Establish a Management Strategy. Who will consistently monitor online conversations? How do you decide which comments, reviews, or mentions need responses? What will the tone be in responding?
- Taking Action. Understanding how shoppers or customers view your brand is the most valuable tool for enhancement and innovation. Their criticisms and pain points will direct you to areas of your business that want increased attention, and their positive comments let you be aware of what you’re doing right and what you should continue doing. As you’re hoping to control your reputation, taking action based on comments, feedback, and reviews helps you control your reputation as you’re making changes that customers favor seeing.
- Soliciting The Right Reviews. Depending on your industry we can prescreen many reviews by asking a series of standardized questions, most often through a text campaign. When customers are scored and have a high likelihood of leaving a positive review we direct them to your review portal to formalize their review. If they are disgruntled we direct them to your team to solve their issue.