Reputation management, there is plenty of misconceptions about this topic. Most think it’s regarding a brand’s public relations, some think it is just about monitoring social media and online review sites. Then there are some business owners who have no clue how reputation management can affect their business and sales.
In this article, we will discuss reputation management and what you need to know about it.
So, What Is Reputation Management?
Reputation management is the proactive effort of a brand or company to shape and impact how and what clients, prospects, or customers (potentially anyone) think about the brand, company, or person. Reputation management involves actions like gathering and responding to online reviews, social media posts, and encouraging customer referrals.
Why Does Reputation Management Matter?
Virgin Group founder, Sir Richard Branson once said “Your brand name is only as good as your reputation.” In recent years, more and more people are checking online reviews before making a purchase or using a service. Whether Facebook reviews, Google Reviews, or Yelp, these online reviews can influence your potential customer’s decision to patronize your brand.
A good brand reputation is an invaluable asset that can positively impact your brand growth and boost credibility with customers. Therefore it is important to efficiently manage your online reputation and shape the perception of customers about your brand.
Successful Reputation Management Strategies
Regardless of the size of your business, people are going to talk about you, they will post on social media about your services, share their experience on your Google My Business page and even leave comments on your website. Check out the actionable and successful reputation management strategies provided by Beanstalk Growth Marketing below.
Take Control of Your Brand’s Reputation
When potential customers look up your business online, your website, Google My Business, and Google reviews are some of the first things they’ll check. Your website is by far the biggest first impression you will make on a potential consumer, so it’s very important that you have a high-quality website to represent your brand or business.
Now, if a customer has a bad experience with your product or service, more often than not that consumer will likely post a negative review on your Google My Business page, and this can be VERY bad for your brand.
If this is the case for you, the potential customers searching for your business online will usually view the Google reviews posted by your unsatisfied customers first. However, you can take control of your reputation and request reviews from your customers to balance your feedback. At Beanstalk, we recommend that you send a request for review to customers on the same day of patronizing your business because the longer the time gap between the service and the review request, the less likely the customer is to provide a review. However, sending a review request takes much time and effort, but this process can be made easy by using Beanstalk’s own reputation management platform and services.
Take Advantage of Social Media
The importance of Social Media presence for businesses and brands cannot be overstated. Customer reviews are invaluable assets for your business. Tip – Share reviews from review sites to social media pages, and also ask your customers to drop Facebook reviews on your business page.
Have a Negative Review Control Strategy
The truth is you cannot satisfy all your customers, regardless of how great the service/product you provide is, you will always have a subgroup of unhappy customers. These buyers will often post negative social media comments and bad reviews online, and while you might be thinking of ignoring them, don’t. Instead, devise a plan to proactively engage with them.
However first, ensure that you are always available to respond to reviews on time, this way, potential customers can see that your brand is committed to providing great service. We recommend that you respond to reviews within 24 hours.
You also need to know how to handle negative reviews. Apologizing for the dissatisfaction and providing a resolution is an effective way to handle negative reviews. You can also add your business’ email address for the customer to contact you, this way you can resolve the issues privately. This will show other potential customers browsing your Google or Facebook reviews that your business is committed to improving customer service and dealing with complaints.
Business management is no easy task, but it is a necessary practice for brands and businesses who want to build a successful brand. Beanstalk Growth can help manage your online reviews and make it easy for you to take control of your reputation.