“79% of consumers trust online reviews as much as personal recommendations.”
Maintain Your Brand
When clients or customers leave a negative review for your company, it’s more impactful than you think. This is taken to another level when we are discussing online reviews.
Reputation management for companies of all sizes and niches is essential to maintaining a clean and trusted brand.
Warren Buffet once said, “It takes 20 years to build a reputation and five minutes to ruin it”.
An online review has some weight behind it. Think back to the last time your bought something online. You probably looked at the reviews and if you didn’t like what you saw, then you were outta there!
If a negative review is the first thing that’s shown when someone is beginning a round of research behind your company, you’ve might have just lost 80% of potential business.
More importantly, it gives the consumer a bigger incentive to go with a competitor if the only things they can find about you are negative experiences.
“73% of consumers say positive reviews make them trust a business more.”
With the use of Social Media, Search Engine Optimization, and E-mail marketing, Reputation Management is becoming controllable to people who can use all three.
Negative reviews are not limited only to those in written form, in fact, according to Harvard Business School, “a one-star increase in Yelp rating leads to a 5-9% increase in revenue”. That’s a nice increase in revenue for any business.
One action that is often mistaken for being pro-active but detrimental is extending a line of communication through Social Media to negative reviews/comments.
Sometimes the best thing to say is nothing at all.
When you reply, that comment becomes “active” and is now considered relevant through SEO. An innocent attempt at trying to correct an unsatisfied individual can easily become a death knell for your brand’s image.
An equally effective, but not often seen, response to these negative reviews is when brand loyal customers stand up and counter what the negative reviewer said
Keep in mind most people that are satisfied with the service or product won’t shout from the rooftops.
The ones who feel bamboozled will shout to the end of the world about how terrible the color of the website was or about the price!
If you maintain reputation management at a high level, you will see those past customers come out to your defense and put the company in a position to monetize on its brand.
What are some ways that I can start Reputation Management now?
Start with owning the first page on your branded terms.
If you type in “my company,” the only thing you want to see on that page, in paid and organic, is your company. You don’t want to see negative reviews there or a competitors site.
Create your own blog.
Businesses with a blog are optimized to funnel traffic back and forth from their site and see an increase of 60%. With 1.15 billion people using Facebook, it’s easier than ever to get your blog the traction it needs to sustain itself over the long term.
PR isn’t just about having someone go up and explain why your company’s dog treats are despised by dogs everywhere. It’s not about making problems go away.
PR highlights the positive aspects of your business!
It’s about making the entire situation go away through multiple actions, digital and physical. Sponsor events, create a “customer appreciation day,” don’t stop just because you feel you have enough 5-star Yelp reviews.
Make sure that the niche in which your business operates doesn’t have any privacy concerns, when it comes to how the information is handled publicly (i.e. hospitals, Psychiatrists, etc).
Some might clump this with “blogging” but the approach to take here is different than writing up your hobbies. Understanding what demographics come from Facebook, Instagram, Twitter.
Understanding what demographics come from Facebook, Instagram, Twitter, Pinterest & G+ will help you understand where you can expand your boundaries.
Here at WebCroppers, we take your brand’s image seriously.
We nurture brands and strengthen them so tomorrow can’t affect your business with a single review.
Not many companies can pool together the resources of PPC, SEO, Social & E-mail to deliver top of the line reputation management.
If your company is suffering from negative reviews, spam content, improper reputation management or other forms of malicious information, contact WebCroppers today and we’ll have an expert assess your situation individually with care.
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