Owning a business today, is ten times harder than it was ten years ago. Word of mouth spreads like wildfire with the popularity of social media platforms such as Facebook, Twitter and Instagram. Maintaining your reputation across these mediums is important, and requires strict diligence. A little effort goes a long way. Here are 10 things to know about online reputation management.
- It’s important for your business to be present across all types of internet properties. This begins with having a website.
- Create social media accounts for your business, this should include all the major ones such as Facebook, Instagram, Twitter, LinkedIn and YouTube. Keep them active, and engage with your followers to help build trust.
- Claim your business on Google My Business, Yelp, and anywhere consumers might be leaving reviews. For example if you’re in the travel industry, you’d want to consider Trip Advisor as well.
- Blog on your company website. Not only will it improve your company’s rankings for SEO, but it goes a long way in building your company’s reputation.
- It’s important to listen to what’s being said about your business. Listen through social media, listen online, and listen to your business reviews. Like mentioned above, today word of mouth spreads like wildfire! All it takes is a quick Google search and anyone can see what is being said about your business. You don’t want to be driving potential customers to the competitor.
- Respond to all reviews, but be sure to apologize when responding to negative reviews. Do this publicly, then you can take it offline and come to a resolution. But by being transparent with your apology, it can help to bring the situation to a close. Be sure that the apology is authentic, consumers can see right through nonsense, and with the amount of competition out there, they will be quick to take their business elsewhere.
- Whatever you do, don’t get into an argument with customers online. It only makes your business look bad. Like mentioned above, take it offline. Ask them to call you, or send you a direct message. You’ve still shown that you’re addressing the problem. Showing your professionalism is more important than proving you’re right.
- Focus on customer service. Customers will notice how you treat them, and that is key to building a great reputation. They will be more apt to forgive mistakes if they’re treated well.
- Ask your customers for reviews. You can also leave signs at your counter, leave links at the bottom of emails or receipts. When you receive reviews, post them to your website and social media accounts.
- Not only do the number of quality reviews matter when potential customers are looking to do business with you, but it matters how current the reviews are. This is why it is important to keep a steady stream of reviews coming in.
Remember, the major review sites have steps in place for inaccurate reviews. If you have a review from someone who was not a customer, you do have the right to flag it as inappropriate, or in violation of the site’s guidelines. For help maintaining your online reputation for your business, contact us. Webtivity is here for you.