What Every Business Owner Needs to Know About Reputation Management

With the fast-paced and viral nature of social media and digital communication, it’s becoming increasingly important for companies to be aware of their brand reputation. Reputation management lets you monitor customer perceptions and respond to feedback. Here is what you need to know about reputation management. Posted on Friday, February 9 in Breaking Through the Clutter, Building Your Brand, Increasing Sales, Making Your Marketing Work, Reaching The Right Audience.

With the fast-paced and viral nature of social media and digital communication, it’s becoming increasingly important for companies to be aware of their brand reputation. Reputation management lets you monitor customer perceptions and respond to feedback.

Different forms of reputation include reviews, awards, and social media followers

 

Online Reviews are the New Word-of-Mouth

The increased use of social media and popularity of apps that let you post a review on Yelp and similar web review sites. Technology has made it easy for customers to instantly share their opinions and experiences with others. Reputation management services let you check what your customers are saying, businesses can build and maintain a positive company reputation.

Online reputation management is a great way to increase brand awareness. According to a recent Nielsen study, 92% of people use recommendations and reviews from friends and family over any other type of advertisement when making purchasing decisions. And yet, a recent survey from BrightLocal found that 88% of customers trust online reviews as much as they would a personal recommendation of a product or service.

eMiles also sheds light on the subject. There are a lot of factors that go into making a purchase decision, no matter how big or small. In a recent study, eMiles found that site reputation and reviews were valued almost as much as a discount or coupon offer, and more than fast delivery and pickup options.

Graph: reputation is almost as important as the product offer itself

 

How to Respond to a Negative Review

While positive, or good reviews can work wonders for your business negative, or bad reviews can have just as much of an impact. That is why review management is such a critical part of reputation management.

You may be tempted to remove a negative review on Google or Facebook. While a negative review can affect your online reputation, think twice before deleting that comment.

By monitoring what customers are telling others about your company and proactively responding to negative reviews, you can build and maintain a positive reputation online. In a way, your response serves as an example of your customer service quality and how seriously your business considers its customers’ opinions. You may even turn that review around by pleasing the once-dissatisfied customer that made it.

a wrench in a wheel of icons related to reputation management

 

Online Reputation Management to Build Positive Brand Image

Online review management is just one part of managing your company’s reputation. The same technology that allows people to instantly share their opinions, also helps your company monitor those opinions on social media outlets and other online sources. Effective reputation management allows your company to identify areas that need attention and make long-lasting improvements to the overall customer experience.

A business person adding a fifth star to their search listing review.

 

Online Reputation Management that Works

Online reputation management is an essential part of nurturing your company’s brand and identity. We can help you monitor what others are saying and build a positive online reputation. For more about how our team can support your reputation management efforts, contact us today!

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