In today's world, everyone's feedback matters. Reviews are everywhere: Facebook, Google, Yelp. You can't even do a simple Google search without seeing the companies' ratings pop up with their results. And who's likely to get the most click-throughs? The results who show 4 or 5 stars. So if your company has a lower rating or, possibly worse, no rating at all, you're losing business. Fortunately, there's a way to remedy this problem!
There are three clear steps to follow when getting started with reputation management:
Creating Your Presence
Reputation management goes hand-in-hand with presence management. You have to be where your customers are looking if you want them to find you and leave feedback. And you want them to leave feedback! Your reputation drives conversion: 85% of consumers trust online reviews as much as personal recommendations.
So what does presence management entail? There are currently over 300 directories online, many of which have a review system built in. Your business could be listed on a directory you've never even heard of—that's just the nature of the web these days. If that information came from an incorrect source, like a data aggregator, and a customer finds it, they'll more than likely blame the business. If they choose to leave a review there, that's negative information shared to the public that you don't even know about. Why? Because you didn't manage your listings to make sure the information was correct.
If you have a Facebook page, you should make sure that information matches, as well. And if you don't have a Facebook page—well, that's step one. Go do it, I'll wait!
Getting the Reviews
Once you have the environment set up, it's time to encourage your customers to actually leave reviews there. There are several methods you could adopt:
Monitoring and Engaging
The next thing you need to do is start checking those review sites to see what's being said. Many of them, like Yelp, Google My Business, TripAdvisor, and CitySearch, allow you to claim your page so that you can respond to the reviewers. It's important that you show you're listening. Responding effectively to negative reviews and amplifying positive feedback is essential for success. Imagine thousands of people watching while your phone rings and you choose not to answer it.
Ready to Get Started?
Does this all sound daunting? That's okay, that's what we're here for. Call us to talk about where your online presence is and where you'd like it to be. We'll recommend a strategy tailored to you that will help you grow your business.
Whatever you do, it's absolutely vital that you are not (or even being perceived as) ignoring your customers. The worst thing you can do is nothing, so do something--call today! Or email us, whatever makes you happy makes us happy.
Catherine has a degree in English literature and a passion for all things marketing. As Digital Specialist, her focus is on web design, search engine optimization, social media, online presence management, and project coordination.