Before the internet, the reputation of your business was based mostly on word-of-mouth. Any negative comments or feedback from your customers, clients and suppliers came directly to you. You’d take them on board and try to work with them, and that’s pretty much how you managed your reputation.
Nowadays things are different. Using the likes of social media, review sites and more, people tend to spread opinions online, for all to see.
People do look at online reputation before making purchasing decisions for a vast array of goods and services. Brand reputation management is critical to growing a business. A positive brand reputation builds loyalty and increases customer confidence in your brand and product, ultimately driving sales and bottom-line growth. Watch out: if you’re ignoring online conversations your potential customers probably are not. How do you deal with what people are saying about your brand? You don’t. You manage it.
Online reputation management (ORM) is all about being aware of the public conversations that people are having about your company online and managing your business profile by engaging with both praise and criticism for you via social media (Twitter, Facebook, etc.) and review channels (Yell, TripAdvisor, etc). The goal is to show an overall positive sentiment to any visitor.
A business that regularly generates and replies to reviews is far more likely to be trusted and chosen by prospective customers. Reputation Manager provides all the tools you need to take control of and promote your online reputation.
How to deal with negative comments
If you’re totally new to online reputation management, opening yourself up to reviews can be a daunting prospect. But if you care deeply about the customer experience, you’re unlikely to receive anything too scathing!
However, it’s worth remembering that negative reviews can present a great opportunity to improve and learn, allowing you to put measures in place so that bad experiences don’t happen again.
You have the power to nip any bad experiences in the bud before they reach the internet. Think about what you would ideally like to happen if a customer raises a complaint. Use this to craft a clear method of escalating and resolving complaints – whether given face-to-face or online. By having a plan of action for when criticism comes in, you’re more likely to resolve things amicably; but if you fly by the seat of your pants or leave staff to their own devices in the face of negative feedback, they may not make the best decisions for your brand. This is where truly bad experiences can run wild!
But if you welcome reviews of all kinds, put effort into keeping an eye on reputation, and deal with customers’ opinions fairly and openly, you have nothing to worry about – and potentially more to gain!
Free online business reputation report
At My Business Advantage our partner Yell is able to show your online business reputation.
With Yell’s free report, it will highlight where your online ratings and reviews are and check the presence and consistency of your business details across a wide range of websites and online directories.
To claim your free, no obligation, report just fill in a form via this link. Your details will be passed to one of Yell’s expert team and they’ll be in touch – usually within one working day.
You’ll have complete control of your reputation, including social media posting, 24/7 through a central dashboard and via our Yell for Business app
What’s more, the app provides full performance transparency and analytics, with high-level statistics reporting via the dashboard.
There are many more benefits available to you through My Business Advantage and you can see them all here.