In a world where smart phones and wireless internet exists, people are finding more and more avenues to share their ideas, experiences, and opinions. Whether it’s through social media, on your website review form, or any other of the various business pages where you brand is represented, people have ample opportunity to talk about their experience with your products or services. Of course, no one gets upset when something good is being said, but when it comes to maintaining the integrity of your brand and reputation of your business, it’s important to know how to address and manage anything negative that might be said.
Negative feedback is never easy to swallow, but you want to stay involved in the conversations that are going on about your business. Here are 4 tips for managing the online reputation of your business.
Tip 1: Claim Your Business Listings and Pages
By claiming your business listings and business pages, you can keep your business and contact information accurate, consistent, and up to date. You also will stay notified on when a review has been posted. Another important reason to claim your business listings and pages is to make sure that you are in control at all times of how your business and brand is being represented.
Tip 2: Listen
Nothing is perfect, and there is always room for improvement. Whether the feedback is good or bad, listening to the feedback will help you better understand, and meet, the needs and expectations of your ideal customer.
Tip 3: Represent Your Brand
Remember your reviewers are customers talking about your business. Don’t take it personally–be kind, say thank you, and, most importantly, apologize! After all, we aren’t trying to drive them away! Make sure you are prompt when you answer any inquiries or address any negative feedback. Responding quickly and appropriately will increase the likelihood that the reviewer will either take down their bad review and end up leaving a good one.
Even if they don’t take down their negative review, you still are given the opportunity to show others who are researching your business products that you care about your customers and are willing to go the extra mile to make sure that your customers are satisfied and right any wrong that might have left someone upset.
Tip 4: Invest in Reputation Management and Social Media Marketing
Doing it yourself can be overwhelming and time consuming. After all, there are so many different places where your business name could be mentioned and talked about. Even more so, you spend all day running your business—now you have to defend it and represent it online? There just simply isn’t enough time in the day.
Hiring a company that provides reputation management services will alleviate this time consuming, but vital, task. Companies like Online Performance Marketing can work on your behalf to respond and stay involved in the conversations that are happening about your business. For more information, contact the digital marketing experts at Online Performance Marketing Today!