Online reputation management is an approach to Observe and handle your digital reputation, character, credibility online. A successful online reputation management strategy can also offer you new opportunities for mounting your brand awareness.
People today take to social media and other online platforms to voice their opinions, look for solutions, or generally look up information. Gone are the days where one needed to conduct surveys, online or offline, to know how one perceives a particular topic.
All it takes is a simple search to know the sentiments around a brand. It has become very important for businesses to maintain a positive reputation online.
Here are 3 ways to manage the various types of reviews you will likely encounter, so you can better manage your online reputation:
1. Four-star reviews.
There are very few 5-star reviews because most people who post reviews always have one little niggle they have to comment on. One little, itsy-bitsy thing that if the manufacturer/business got right, well, we’d have died and gone to heaven.
This is actually a great opportunity for you. You should craft a respectful, thoughtful reply, acknowledging the reviewer’s concern and how you are going to correct it, update with a fix, or otherwise address what they perceive as a flaw. Don’t worry, no one will fault you for not having a perfect product, but you will demonstrate to potential new customers that you’re listening and responsive to their feedback. Everyone likes to be listened to. That means they’re being taken seriously.
2. Bad reviews. Inaccurate reviews.
Yes, you are going to get bludgeoned every once in a while. Sometimes you will deserve it. If your team drops the ball and screws up, you need to address it – and promptly. Don’t try to fight an online bad review; deal with it like a professional and move on.
That being said, an inaccurate review is a different matter. You’ll want to professionally point out any misinformation the reviewer wrote about and ask them to clarify their review. Perhaps the customer misused your product or didn’t understand how to make things work or failed to read the instruction manual. If you approach an inaccurate article as a professional, you stand a good chance of having the reviewer revisit the review and make any and all needed corrections.
3. Encourage Customers to Share Positive Reviews
Many customers are quick to share a negative experience or complaint, but most don’t think about expressing appreciation for good service. A simple request for customers to provide positive reviews can go a long way for your online reputation. You can make these requests on your website, social media profiles, or on a sign in your establishment.
Customer feedback builds credibility for your business. Positive online reviews can help boost search engine rankings, provide new customers with a sense of trust, and help quiet the negativity of any bad reviews. A study at Bright Local found that 84% of consumers read reviews to determine the quality of a business, and 80% of consumers will take action after reading a positive review.