For centuries, people and businesses relied on word of mouth. Now, with today’s technology, one of the largest influencers of purchasing decisions is the internet.
The vast majority of consumers perform online research before making a purchase. So, it has never been more important for businesses to have a positive online reputation. It helps to build trust with consumers, employees and investors and reassures them that they will have a positive experience with your business.
Online reputation management (ORM) can help businesses to achieve and maintain a positive presence online and gain and retain business in turn. ORM is the process of managing and maintaining the online narrative and public perception of a business.
Here are some top tips to get you started with managing your business’ online reputation to ensure your business is portrayed positively.
Claim Your Business
To be able to manage your brand image, you first need to take control of your business online. This means ensuring that you have claimed your business on all search engines and platforms, including Google, Yelp, Bing, Yahoo and social media accounts.
This will allow you to ensure that all business information is up-to-date and you can answer questions and respond to reviews.
Set up Alerts
Get instant notifications whenever your business is mentioned on a website by setting up Google Alerts for your business name. You can also track mentions on social platforms using social-specific tools, such as Hootsuite.
Reviews can make or break a business. Make sure that you are aware of what people are saying about your business, products and services.
It is important to take time to monitor your reviews on all major platforms, such as Google and Facebook. If you are in the hospitality or food and beverage industry, then also check Tripadvisor.
See all of your reviews in one place with Trustist. Trustist aggregates all of your customer reviews from any review site and puts them all into one account for you. All you have to do is place one of our widgets on your website and the stars will start to appear in your organic Google search results!
Provide Good Service
This is an obvious one, but you should aim to always offer good service. Whether someone places a small order or a large one, all customers should receive great service.
If your customers have a positive experience with your company, they are more likely to become repeat customers, leave a positive review, become an advocate for your company and recommend it to others, resulting in more business.
Reach out to Customers
Unfortunately, unhappy customers are more likely to want to share their experiences than happy ones. However, if you reach out to all customers, asking them to leave a review and letting them know how to do this, you’re more likely to encourage the happy customers to share feedback.
You can set up automated emails to be sent to customers a certain amount of days after a transaction is completed, or you can include a card or flyer with physical orders.
Increase your chances of success by making it as easy as possible for them by including a link or a QR code that will direct them straight to where you want them to post their feedback.
Whilst you cannot control what people say about your business, you are often able to respond. Interacting with your customers online is one of the best things you can do for your business’ online reputation.
As well as responding to reviews, make sure you also respond to any enquiries or comments, too. It is important to respond promptly, but do not be hasty in your response and do not get defensive.
Give what you are going to say careful consideration, say thank you, and stay professional and courteous. Apologise when appropriate, and offer a way for customers to get in touch with you directly to resolve any issues.
If you want to improve your online reputation and get more clicks, enquiries, and sales, call us on 01904 217140. Trustist can get you stars in your organic Google search results to make your listings look even more attractive to potential customers!