Have you reviewed your company’s online reviews lately? We hope so because based on the following statistics, everyone should be monitoring and managing their online identity. According to a Local Consumer Review Survey it was revealed that:
- 88% of all consumers read online reviews to determine the quality of a local business
- 88% of consumers say they trust online reviews as much as personal recommendations
- 85% of consumers read up to 10 reviews for a single business
- 39% read reviews on a regular basis
Clearly online reviews strongly influence the opinion of potential consumers when considering a new business or product. It’s important to dedicate time and energy into overseeing your online reviews.
The top 3 reputation review platforms that should be monitored are:
- Angie’s List
On some social platforms, a customer can create a Business profile for your company and location, if this is the case, claim the listing ASAP to self manage the profile.
After creating your social media accounts, develop an audience and interact with them. Engagement creates a good image to prospective customers.
Established businesses usually have loyal, satisfied customers. Reach out, give them direct links and ask those customers to share their experience. This will help create a positive, honest image of your company.
But keep in mind; all companies receive negative reviews, it’s inevitable. What’s important is how you react to the situation. Here are some recommendations from Conceptual Minds experts on how to tackle a negative review online:
- Start off your response by expressing to the customer that you are sorry they had a bad experience
- Reaffirm your company’s customer service policy and suggest that they contact you directly to discuss the situation more in depth (this will take the conversation off line and avoid back and forth online arguments)
- Never attack, name call, demean or make a customer feel their review or feelings aren’t important or worthwhile
- Be genuine and if the mistake was a fault of your employee or business, then be apologetic and own up to it.
- Reflect on the feedback you receive. If multiple customers have a similar complaint, then consider it an opportunity for improvement for your business? Use the reviews as a form of growth and development
Creating and keeping a positive online reputation is a continuous, ongoing process that all companies need to be involved in. Don’t underestimate the cost of a poor online reputation.
To learn about Conceptual Minds Reputation Management services, you can visit: https://conceptualminds.com/reputation-management/