Online reputation management 101
Your online reputation is fragile, and it can be built or destroyed in an instant. Fairly or not, consumers pay close attention to online reviews left by other users, so it only makes sense to pay close attention to what your customers are saying about your business.
Monitoring your online reviews is certainly one step in the process of online reputation management, but having (and using) a more complete online reputation management strategy will help your business maintain a positive impression online.
Don’t wait for trouble to find you! Knowing what others are saying about your business is the first step in a good online reputation management strategy. Although there are innumerable online review sites, most business reviews (upwards of 80%) come from a very limited number of places – specifically Google, Yelp and Facebook. If you’re going to monitor your reviews, these are the Big Three of review sites. Monitoring these sites regularly can give you a head’s up when trouble starts brewing.
Claim business listings. Online directories (like Google and Yelp), give you the option to “claim” your business listing. Do this. Having access to your business listing gives you the chance to optimize your listing and manage the completeness and accuracy of the information that shows up there. It also opens the door to building a collection of positive, impactful reviews.
Build a back-channel feedback mechanism. People are more likely to leave online reviews following a bad experience. Having a feedback mechanism that customers are comfortable using means that you get feedback (good and bad) directly, rather than via the Internet. If people believe their concerns are going to be heard and addressed directly, they’re less likely to go public with their complaints. The other benefit of collecting feedback directly is that you can identify satisfied customers who would be happy to leave you a positive online review.
If you’d like more information about building an online reputation management strategy for your business, or you’re interested in online reputation management services, please contact our Creative Director, Dave Ramsell or give Dave a call at (330) 243-0651 to set up a consultation.
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