Ways to Manage your Business’s Online Reputation
In today’s age, consumers are sharing their experiences online with their family, friends, network and everyone else to see. People trust their network more than the marketing messages of businesses. They tend to base their decisions on what they read, see, and learn about a business online. They won’t engage with a business if there are too many negative reviews.
If the reputation of your business gets tarnished, you will lose your customers, sales, clients, and business partners. Even a single bad feedback or negative review that goes viral can sink a small business.
This is why it is vital, even for small businesses, to take a proactive approach in guarding and managing their online reputation. Here are some ways on how you can do that:
1. Don’t ignore the Internet
Even if your business is not online and does not rely on the Internet, your customers are. You won’t be able to manage your reputation if you have no idea what people are saying about your business. Google your business name and see what comes up. Stay in the loop, do your research and check your name frequently.
Check these sites from time to time – Yelp, Google My Business (formerly Google Places) Pages, TripAdvisor, TweetBeep, Social Mention, Naymz, and MonitorThis, etc.
2. Use Google Alert, Twitter Search, and Google My Business
Google Alert: Helps you keep abreast of what people are saying about your business.
Twitter Search: This enables you to keep track of mentions of your brand on Twitter.
Google My Business: Sign up for Google My Business or update your profile at http://www.google.com/business so that you can monitor reviews that people place on your business.
3. Have a website or blog
It is great to have a Facebook page or Google+ business page, but it is even better to have a business website and a blog. This is your place to establish credibility, introduce your products or services, offer information and resources, and be found by prospective customers.
Having a blog is a way for you to connect with your customers on a personal level. It helps instill trust and confidence.
Also, make sure your address, phone number, fax, toll-free number, business hours, and other important information are displayed prominently on your sites.
4. Establish trust and provide value.
Post informative content and useful articles on your blog. Be a trusted resource by sharing your expertise and additional resources on your sites. In terms of providing service, always keep your word and deliver what customers expect. You can also offer free services to your loyal customers.
5. Offer an easy way to provide feedback
Learning about problems via forums and review sites is not ideal; there are a number of ways to learn about problems before they are posted to public forums. Offer your customers and clients an easy way to leave feedback. Some methods you can use are:
- Place a suggestion box in your retail location.
- Have a spot on your website where customers can leave their feedback.
- Have your customers contact you on your social media sites such as Facebook and Twitter.
- Make your email address and phone number available to customers.
- Provide a survey for people to answer.
6. Do not panic if you get a negative feedback
Address the negative comment or review quickly. Avoid being defensive or responding with anger. Check the situation careful and respond with an explanation and state that you are going to resolve the problem. By showing people how you handle this you can also help your business and build your reputation in the long run.
7. Know how to respond
You can ignore “trolling users” who bash on businesses without any basis. But, if you know that the complaint is valid, respond both publically and privately to it. Never blame the customer. Don’t respond with frustration or aggression. Also, avoid accusing the reviewer of being fake because everything that you say will reflect on your business.
The best you can do is to offer an apology and a remedy to the problem. Enter into a reasonable discussion to repair the customer’s view of your business.
8. Get involved in your community
Your involvement in the community can go a long way toward building and establishing your business’ reputation. It can be providing a free service, speaking at local events, sponsoring a little league’s team or donating money, time or food for an event.
If you are looking for ways to manage the online reputation of your business let Pamela Finnesand assist you. Learn more Online Reputation Management at http://businessmarketingtoolbox.com/
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