If you are going to put yourself in your customers’ shoes, you would probably agree that the first thing you will do before you make an online purchase is to research the product. As a matter of fact, a study shows that 72% of consumers trust and rely on online reviews and ratings of products or services that they are looking to purchase. This would mean that any negative information about your brand, regardless if there’s some truth to it or not, will influence how your customers will do business with you. With this in mind, it is a must that you protect your online reputation at all cost.
Monitoring and Protecting Your Online Reputation
A brand’s online reputation is vital for any company. Since it can make or break your business, it is only necessary that your brand is represented in the best way possible. As Warren Buffet puts it, “It takes 20 years to build your reputation, but only five minutes to ruin it.” Even a couple of bad reviews can smear the online reputation of your business.
So, how will you know what your customers are saying about your brand online? How can you protect your online reputation? This article will give you simple tools on how you can effectively take care of your online reputation, and eventually manage bad reviews about your services and products.
Google your brand
One of the quickest ways of keeping tabs on what people are writing about your business online is by checking search engines regularly. You’d be surprised at the amount of stuff people write about businesses in social media, blog sites, and review sites.
If and when you come across content from your search results that got the facts twisted, or negative reviews that can damage your online reputation, you can try contacting the site or the author and have it removed. However, if things did not go the way you want it to be, you can always create fresh content about your brand that is positive, engaging, and likely to appear on top of a search engine’s results page.
Set Up a Google Alert
There’s another way of monitoring your online reputation without the need for actually “Googling” your brand; and that is through Google Alerts. If you set up a Google Alert of your business name, the tool will immediately notify you for stories or content that is about your business.
You can also keep track of your online reputation with some of these Google Alerts alternatives. These tools will inform you of posts or hashtags that use your business name.
Create Interesting and Fresh Content
As we’ve mentioned before, creating content, either through blog sites or social media channels, can give a positive look on your business online. In fact, Neil Patel thinks and asserts that content creation is perfect in building your online reputation. In addition, your content can establish that your brand is the authority.
A good content is also a factor when ranking high in search results pages. Remember that your Google ranking is the first impression of your customers about your brand.
Engage with Your Customers and Other Brands
Customers love businesses that are proactive and are focused on providing first-rate customer service. One way of showing that you care for your customers as much as you care for your brand is by interacting with them.
More often than not, people will ask you questions and mention your brand in various social media channels. This is the perfect opportunity for you to connect with them by responding to their questions as quickly as you can, and by liking, sharing, or re-tweeting positive customer reviews about your products and/or services. Not only that having a dynamic and customer-centered social media presence will improve your online reputation, it will also encourage good reviews.
Be Professional in Your Responses
Receiving negative reviews from your customers is inevitable. As such, you should know how to properly deal with their concerns and grievances. So when someone made a negative remark about your brand online, you should respond. And you have to do it quick!
Word of advice: Do not get defensive in your responses. Be polite and keep everything on a professional level. If the customer is mistaken about information, correct him/her respectfully. However, if he/she has a valid concern, offer your sincerest apology and ask for his/her e-mail or phone number so that you can resolve the matter out of the public view. Customers dig businesses that go an extra mile in resolving matters like these.
How We Can Help Your Business’s Online Reputation
Visual Marketing can assist you in re-establishing and strengthening your online reputation. Our services include claiming your business profile on Google and other search engines, creating positive and fresh content for blog articles, social media and web pages, and providing assistance in managing and asking Google to remove fake or misleading reviews. If you need help with repairing your business’s online reputation contact us TODAY.