All businesses have the occasional unhappy customer. While the majority of customer complaints can be dealt with efficiently via emails or phone calls, a business will face challenges if a complaint results in an online negative review. Thanks to the connectivity of the internet, consumers have more influence and power than ever before. There is now far less distance between customers, and an unhappy review can reach further than ever. An online reputation management strategy is essential. If you have a plan in place, it becomes much easier to respond quickly and more effectively to negative customer experiences, and that can reduce the potential loss of revenue. These four tips can improve your online reputation and ensure your brand is not harmed by disgruntled consumers.
Be More Present Online
The bigger your digital presence, the easier it is to connect with people. While the big three social platforms (Facebook, Instagram, and Twitter) are now considered essential, it’s worth diversifying your online accounts. For B2B brands, a LinkedIn account can be far more useful than Instagram, and by having a presence on the platforms that your audience is using, the easier you’ll find it to connect with them and control your online reputation.
You will have key employees that are the face of your brand. That could be the director of the company, the best salesperson, or even your customer-facing staff. Their online visibility is often overlooked, and if they are keeping a low profile in terms of social media, it becomes much easier to miss negative reviews and status updates that focus on them. Often the reputation of a business is closely tied to the key figures in that business, and a strong reputation management strategy will take account of this.
These are a great way to establish brand trust, but far too few brands use their positive online reviews effectively. When consumers check reviews before they commit to a purchase, it should be obvious that more proactive use of your positive reviews should be a priority. Of course, by taking more control of the reviews that have been left by customers, you also get to respond faster to negative reviews and criticisms. Never ignore these or become too defensive. Communication is vital and can transform the experience that a consumer has with your business.
Content Is Essential
Content marketing is more than a way to boost your SEO impact and your brand value. Fresh and consistent high-value content is ideal for reputation management. Not only can content show your expertise, it can also boost brand loyalty. Content marketing is a huge area to tackle, but it should never be overlooked when it comes to building a stronger online reputation. If you have neither the time nor skill sets to get the most from your content, outsource to digital marketing professionals like www.clickintelligence.com. Outsourcing is a valuable strategy for modern brands, and due to the challenges of content marketing, it is one of the key things brands should consider passing on to the experts.
One poor response to a negative online review can be catastrophic for a growing business. Missing out on what people are saying about you means that you lose control of your online reputation. Take that control back by designing a reputation management strategy that not only minimizes the risks of bad reviews and customer experiences, but helps to grow your reputation and your brand at the same time.