How Your Reputation Can Benefit or Hurt Your Business
Decades ago, consumers relied on word-of-mouth, referral from family and friends or from campaigns by public relations and marketing firms. All of these still matter today; but the thriving freedom provided by the internet means that all of this information is now accessible online.
Now, today is a social buying age, and the consumers are in the drivers’ seat. Customers almost always go online before making a purchase. Search engines, online review sites, and social media have become major influencers to business success.
Consumers are also digging deeper into the reputations of the people behind the business. Some really want to know who is the person or people behind their products or services.
The trust and confidence of the consumer has a definite impact on a company’s bottom line. Having a positive reputation is essential to the profitability and success of your business. Any bad word-of-mouth, negative reviews, and lack of response and customer service can severely damage the reputation of your business.
In this social buying age, businesses must be conscientious of their reputations on a constant basis. Business owners have lesser control over what people say about their products and services. Consumers talk about brands on social media where every blemish, criticism, and mistake is broadcasted for the world to see.
Consumers post reviews about your products and services on forums and social media platforms such as Facebook and Twitter. Your business, and every other business out there, will have an online reputation that is not always positive.
Even the slightest negative feedback can have the power to drive a customer away. Worse, it can even haunt your bottom line for several years to come.
Customers are Talking, Searching and Listening
More people are sharing their experiences online. When they have a good experience, they may be willing to refer your business when someone asks for their advice. But if it is an unpleasant one, there’s a huge probability that it will be shared with everyone they know. People will more often tell others about a bad experience than a good one. The Web becomes their place to go, to complain and vent their anger. They do it to be heard and get the attention of the right people in your business.
Customers, especially those who are very online savvy, are exposed to the online reviews about your business. They get to read what people are saying about your business from their family, friends and network. If a time comes that they need what you are offering, they will check and remember the previous feedback they read. It becomes a factor on whether they would engage with your business or not.
Customers are also searching the Internet to find the best possible product or services. They are checking forums and review sites to know what others are saying about your business. They will visit your Facebook pages to know how people engage with your business, and how you respond to inquiries, complaints and other issues.
These are some of the many reasons why it is important to pay more attention to your company’s digital footprint.
Managing your business reputation is something that you must not ignore. It becomes a huge factor between your business’ survival and its untimely demise.
Finding Solution
Work on your reputation so that people will buy from you, get your services, or invest in your business. It is about creating a positive online presence to make your business one that people will trust and engage with. Here are some key ways on how you can manage your business reputation:
- Identify and monitor sites where customers are likely to post their feedback.
- Respond promptly to customer questions and comments.
- Deal with complaints and negative feedback quickly and fairly.
- Ask for feedback as soon as customers purchase a product or service from your business.
- Share positive customer reviews and testimonials where people can read them.
- Proactively encourage your best customers to post their positive experiences.
Need help in managing your business’s online reputation? Let Pamela Finnesand, The Business Maximizer, assist you. Schedule your complimentary Business Breakthrough Strategy Session today!
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