Recognition, trust, and the views other people (your customers) have of your company are key elements that can impact your company’s reputation. The same is true in the online world, where digital marketing strategies can play a critical role.
Whether your company is new or has been in business for a while, you must pay attention to your online reputation if you want to gain positive recognition and attract new users.
So what is online reputation?
In short, it consists of various elements that represent the image of an individual or brand on the internet and digital platforms. This reputation is created mainly by the consumers themselves, through multiple forms of expression about the brand and the products/services they provide.
A consumer’s review of a product or service can be positive or negative. It can easily influence others, in turn, either increasing or decreasing sales. Therefore, it is critical to take care of your online reputation.
How can I protect it?
To manage and maintain a good online reputation, you must consistently monitor your customers’ interactions and comments. It is also necessary to have a structured action plan to manage complaints and negative comments effectively.
Here are a few tips we would like to share that can help you manage your reputation:
1- Be clear and transparent: Showcase everything you offer in a straightforward way to avoid confusing your customers and potentially losing them. Use data, statistics, metrics, and images to show the quality and effectiveness of your products and services. It will allow your customers to instill trust in you and your brand.
2- Make yourself easily accessible: A company needs to establish a connection with its consumers. Making it easy for them to interact with your brand will generate loyalty, trust, and closeness.
3- Respond effectively and quickly: Don’t wait too long to respond to comments. Responding in a quick, efficient manner can help prevent a major crisis (when faced with a negative comment). It will allow consumers to feel validated and their relationship with the brand to remain strong.
4- Be polite and take caution when dealing with customers: You must listen and pay attention to what your customers are saying. Make sure to be polite and respond kindly to their comments, complaints, or suggestions. Offer solutions and try to fix issues as soon as possible. These types of actions are highly valued by consumers.
5- Analyze and understand negative opinions: Put yourself in your customers’ shoes. Try to understand the reason why they are unhappy and what caused the situation to arise. It will allow you to evaluate your business and make improvements. Do not take negative comments personally, but as constructive criticism, offering you an opportunity to reflect and analyze your business more thoroughly. Remember to respond to them to show them that their opinions do matter!
6- Gather opinions and reviews: Offer your consumers the opportunity to give their opinion about your products and services. Through various tools and campaigns, you can generate reviews that can help you build a positive reputation. You can ask your customers to leave reviews on your website or social media, so you can respond quickly and easily.
Here is something to keep in mind: 60% of customers claimed that they won’t invest in a brand with too many negative reviews. On that same note, 17% of consumers will do the same if there is a company with no reviews listed.
That is why it’s important to evaluate your company’s online reputation and rely on a team of professionals to help you manage, generate and respond to your consumers’ comments and reviews.
Want to learn more about how you can start managing your online reputation?
At BOLD, we can offer you exactly what you need. Contact us to schedule a consultation.