Is your company implementing a reputation strategy for its business?
You mistakenly believe that only big brands should be concerned about their reputation. Businesses of all sizes need to be aware of what customers think about them. You need to monitor social media reviews and any comments that could affect your reputation, regardless of whether you own a restaurant or spa, a dental office, a law firm, or another business.
Every business should track reviews online as well as comments made on forums, social media sites and other places where customers might be discussing you. This can be done by setting up a Google Alert for the business name.
You can also use social listening and reputation management tools. You should create accounts if you don't have a listing on review sites like Yelp or Google My Business. You will need to claim your listing in Google My Business, for instance. This allows people to review you and makes it easier for them to find you on Google Maps.
It is a good idea to respond to comments and reviews. Even if it is uncomfortable, you should always address complaints. Negative reviews don't always have to be negative. Some reviews are written by difficult-to-please customers. Some may even be placed by unscrupulous rivals.
You might be able to point out that there is no record of the order number. Customers should not get into arguments. No matter how rude comments may be, you should always reply in a reasonable way. Your company is in the public eye and has more to lose than anonymous customers who leave reviews.
Don't forget to thank people for leaving positive reviews. Some businesses only respond to negative reviews. You must address any complaints but you should also show appreciation for compliments. Even if the review is only brief, take the time to comment. "Thanks for the feedback! We look forward to seeing you again!"
Your reputation can be affected by your marketing and content.
Online reputation management overlaps with marketing, PR, and brand management. All of these factors have an effect on your public image. Brands may be in trouble for posting inappropriate or offensive tweets and other social media content. All of your posts, ads, tweets, and videos contribute to your public image.
Your policies should be understood by everyone in your team. This applies to anyone who creates content, manages social media pages, or interacts directly with customers. This is a key part of a consistent brand strategy. Consistent style, tone, and layouts in your marketing and organic content will help you make your brand more easily identifiable. This helps to build a reputation.
Engage with Your Audience
Your customers and you must work together to build a good reputation. Customers will help you by writing great reviews and recommending your services to others. However, most customers need some encouragement. These are some ways to get customers to join you in helping them.
- Ask for reviews. Your website should have links to Yelp, Google, or any other review site. Place a sign at the counter asking for reviews. This can be done on brochures, menus, and any other material you create.
- Social media is a great place to engage. Monitor your Instagram, Twitter, and Facebook pages. Your followers will share your content more often if they feel you are more involved with them.
- You should consider SMS marketing. This is a great way for businesses to manage reputations. Text messages are a quick and reliable way to reach people. Customers will be more inclined to return to your business if you keep them in their minds. They'll also be more likely to write reviews about you and recommend you to others.
- Focus on the customer. Your reputation is built by how you treat customers. People will often forgive others' mistakes because they know that everyone makes them. If the company makes an effort to correct it, people are more likely to forgive. It is important that your employees are friendly, helpful, and solution-oriented. Clear policies regarding refunds and exchanges are also important if they are applicable to your business.
It takes time to build and maintain your reputation. Your daily actions are what will determine your results. Every aspect of your customer service output, marketing materials, and organic content has an impact. Monitoring reviews and comments is an important aspect of your online reputation strategy. Your reputation is ultimately determined by your customers, but you can also do your part.