Nowadays we are more connected than ever before. Customers are turning to social media to decide whether they want to shop your brand or not. Reputation management cover the many things they take into consideration:
Your website: Is it user friendly? Is it difficult to navigate? Is it too busy? Does it look like it was done in 1999? Is there good, informative content?
Your online reviews: Do you have a lot of negative reviews? Are you addressing the negative reviews by responding with empathy to the customer’s issue? Are you thanking customers for positive reviews?
Can Reputation Management be summed up in one statistic? Every 4 out of every 5 people in the United States make their decision on whether they are going to become your customer in the first 5 minutes of researching your company. That means you have to be ready from the get go to put your best foot forward. Customers will check your reviews. That doesn’t mean you have to fear negative reviews that are already up there. What customers appreciate is transparency.
For example, if you have a few negative reviews on your Yelp or Google page, don’t worry about it affecting the customer. The key is staying honest, transparent and empathetic. If a customer sees you taking the time to reply to the negative review in a positive manner, the potential customer is more likely to see you as a customer service driven company.
Reputation management online takes a great deal of time invested and let’s face it, as a business owner, you simply don’t have that time to devote. Make sure your marketing team consists of a social media manager who is on the ball at all times, ready to step in as your voice. A good social media marketing team will watch for alerts on your business. They will track down both negative and positive reviews and spark conversation that takes those negative reviews and turn them into a “feel good” moment for the complaining customer.
Most important is knowing how to respond. Simply saying “sorry you had a bad experience” isn’t nearly enough. Customers want to feel special. They want to feel that their problem is a priority to you as a business owner and that you will take their complaint as the most important thing you have to do during your day.
Jet Media Corp knows that reputation management is equally as significant as what the product you advertise. Give us a call and let us tell you how we can manage your online reputation to maximize your ability to attract new customers and put your best foot forward.