The results are in. Online reputation management is not only important, but should be a core part of a business’ marketing strategy. Here are some useful tips to consider when developing your online reputation management.
In an age where the internet is integrated into our everyday lives, businesses don’t have the option to opt out of online reputation management. The lack of proactive online management can lead to businesses taking a real hit online. It is just as likely for your website to come up in search results for your business name, as it is for negative online comments from unhappy customers. While implementing an effective online reputation management assists in eliminating negative comments from search results, it also has a staggering number of benefits for your business. Managing the relationship between your business and its consumers is important, as a good relationship means that they are less likely to buy from your competitors. Other benefits include:
Customer service is a key component of customer relationships, as customer retention and loyalty will support your business. It also facilitates positive word of mouth promotion, which is one of the cheapest and easiest ways to endorse your business. This is why it is important for you to train yourself and your employees to manage customer feedback. It may be helpful to develop internal policies and procedures to develop a customer focused culture within the workplace, this includes accepting praise and managing complaints.
It’s easy to be dismissive of customer complaints but think of it as an opportunity to turn a negative customer experience into a positive one. When handled correctly, customers who once complained about your business or its services, can become the most loyal to the brand.
Complaints can be a positive for your business. It’s important to (really) listen to your customer’s complaint and use it to review your business operations. Often complaints can be used to identify and address gaps in your business processes. Use complaints like a tool to improve your business operations.
Any type of feedback can be used to better your business, no matter if they are positive or negative. Customer complaints contain a valuable insight into how you conduct your business. After you have received their comments, make sure you thank your customer for their feedback so that they feel their critiques are accepted and most importantly valued.
When you know you’re wrong, admit your mistakes with a sincere apology. Being authentic and transparent can go a long way for the public perception of your business and can rapidly diffuse a situation and move that one step closer to resolving the issue.
There are countless examples of businesses getting into arguments online with their customers and completely demolishing their reputation. It will come across as petty, harsh and unprofessional. Even if you’re right, don’t start arguments online. Remember what’s put on the internet, stays on the internet. The best option for your business and your customers is to take the conversation offline, email is your best bet. It’s important to remember, customer satisfaction is more important than being right.
In order to efficiently manage your online reputation and customer queries in a timely manner, you must be checking your business’ social media accounts regularly. Staying proactive and developing your social media accounts not only improves your business’ search results, it also improves your customer relationships. Through the correct training and implementation of customer service procedures, you will be correctly equipped to successfully handle your own online reputation.