When it comes to business marketing, one of the most important things to consider is your online reputation. Remember that 90 percent of all consumers search the Internet to look for products and services – therefore, what those consumers find online about your business will determine whether or not they choose you over the competitors. There are so many forums in which both happy and disgruntled customers can air their emotions about your business – including social networking sites, review sites, and blogs, among others – and it is your responsibility to manage what is being said about your business. Where do you start ?
I will mention 3 ways to shield your reputation online:
Good business practices. Imagine this: when you are doing things the “right” way, and acting as an upstanding business entity, it will be harder for people to say bad things about you online. Stock your website with relevant as well as useful content, participate in social forums in a positive and progressive way, and exhibit superior customer service practices so as to stay on peoples’ good sides.
Answer negative reviews. Of course, you can’t please everyone. You can’t escape the fact that you will eventually get a bad review, or 2, or even more. Rather than dwell on the negatives, it is more efficient to learn how to respond in the right manner, so that you can actually turn a bad review into a positive testament of your business practices. (Yes, it IS possible.) First of all, don’t ever ignore negative reviews; doing that is as bad as agreeing with what is being said. When you do answer, keep all emotion out of it; instead, console the customer on having had a bad experience and offer a viable solution. For example, if a customer posts a review complaining about the service in your salon, offer a coupon and ask the customer to come back in and see you personally, for a better experience.
Monitor your online reputation. While most of the time you cannot remove things like bad reviews and negative social media gossip circulating about your business, you can take steps to counter negative occurrences as soon as they happen (and before they get out of hand). Use monitoring tools like Hootsuite, Google Alerts, and Socialmention to identify trends in what people are saying about your business online, and then develop strategies to diffuse any negativity that springs up around your business or personal name. This is a first step.
Online reputation marketing & management can be a confusing and complicated process, but it is also synonymous of your business success. To make the most of your online reputation, you may want to enlist the help of qualified professionals. We can help you build and manage your 5-star reputation. We can be reached by phone, at 802-347-2234, or by email: firstname.lastname@example.org.