Online Reputation is a maze many businesses find daunting to navigate. It’s why 97 percent of business owners[1] agree that their online reputation is a top priority today followed closely by online reviews (98 percent) and social presence (92 percent). When we’re looking at the data from buyers, 94% admit that a negative review can prevent them from supporting a business.[2]
Why does this matter?
- It impacts the purchasing decisions of your customers: 59% of shoppers said they perform online research before making a purchase. And 97% of consumers consult product reviews before buying[3]. Don’t lose out on sales because of your reputation.
- Negative reviews are inevitable: But managing them can help your business avoid a negative repercussion on that review left unresolved.
- Get your business useful information: Start noticing the themes in the negative reviews. If you see a specific location or employee mentioned, there’s probably an underlying issue to fix. You can understand your customer behavior from these reviews.
Feeling overwhelmed? Don’t worry—we’ve got your back. Here are some steps to keep your reputation shining:
Monitor – Make sure to review your social media sites regularly as well as set up Google Alerts for your business to see when people mention you. This way you can be prepared.
Assess – What are the big players in your niche doing? Look at how they respond and learn from it. Apply the positives to your reputation management plan.
Assign – Create an internal process to monitor and handle online feedback. Determine who will handle this and go over the correct brand voice and sentiment you want to use. This is also the time to set up any approval process needed.
When thinking about how to respond to an online review, it’s important to consider:
Personality – Auto responses are noticed. This does nothing to support your brand and build loyalty with your ideal customers. You need to take time to draft a response to each review, both positive and negative. Remember, 60% of U.S. consumers said they would avoid buying from a brand that comes across as untrustworthy.[4]
Empathy – Don’t respond with anger and frustration. Show that your company has a human side and a genuine desire to fix the problem and understand where the customer is coming from. You’re not a machine, you’re a small business with real people.
Responsibility – Don’t blame someone else if the mistake is on you. Owning up to your mistakes, and letting a customer know this is something you plan to address and improve is an excellent way to turn a negative situation into a positive one. Other consumers will see you’ve taken accountability which can strengthen your credibility. Nothing frustrates consumers more than when a brand can’t admit its faults.
DIY vs. Professional Reputation Management
While you might be tempted to manage your online reputation in-house, professional Reputation Management services offer expertise and resources that can make a world of difference. Did you know that one negative article on the first page of search results can cost you 22% of potential business? And if there are three negative articles? That number skyrockets to 59.2%[5]. Don’t risk it if you’re unsure. Your business’s online reputation is too valuable to leave to chance. With Reputation Management services from NLA Media, you can protect your brand, win customer trust, and thrive in the digital age. Get in touch with us today to learn more!
[1] https://www.prnewswire.com/news-releases/online-reputation-management-mobile-experience-and-driving-direct-bookings-critical-areas-of-focus-for-us-travel-businesses-according-to-new-tripadvisor-ipsos-mori-study-300686840.html
[2] https://www.reviewtrackers.com/reports/online-reviews-survey/
[3] https://www.semrush.com/blog/online-reputation-management/
[4] https://moz.com/blog/new-data-reveals-67-of-consumers-are-influenced-by-online-reviews
[5] https://www.pamten.com/blog/why-online-reputation-management-can-be-crucial-for-your-business#:~:text=Some%20Facts%20with%20Online%20Reputation%3A&text=Businesses%20risk%20losing%2022%25%20of,lost%20customers%20increases%20to%2059.2%25.
