What steps are you taking to ensure that your company holds onto its good reputation?
While some companies are devoted to reputation management, others don’t see the point in focusing on this.
With competition on the rise and technology continuing to change the way companies do business, it’s more important than ever to focus the appropriate resources on reputation management.
If you’re ready to take this step, here are some top tips for implementing a solid all around reputation management strategy:
- Dedicate More Time to Customer Service
A good reputation means many things, including a high quality customer service experience.
Did you know that 76 percent of consumers consider customer service a test of how much a company values their business?
This one statistic shows just how important it is to focus more time and effort on providing your customers with a high quality experience.
If you slack off in regards to customer service, it will catch up to your company soon enough. Subsequently, it will begin to drag down your reputation.
- Generate Positive Online Reviews
Go back in time to the early days of the internet and this wasn’t that big of a deal. However, in 2017, this has all changed. Positive online reviews are now a must.
It’s easy to talk yourself out of this, saying that it’s too difficult to frequently generate positive online reviews. But get this: 70 percent of consumers will leave a review for a business if they are asked.
Once you understand the power of positive online reviews, you can then devote more time to generating as many of these as possible. If you get into the habit of asking customers to leave feedback, you may be surprised at how quickly your review profile grows.
Tip: you can ask customers to leave a review, but you can’t control what they say. This is why you need to provide the best possible experience.
- Don’t Wait to Address Negative Online Reviews
Here’s something that will get you thinking: 85 percent of consumers say that they trust online reviews as much as a personal recommendation.
So, if you’re generating positive reviews (see above), you’re in good shape.
Conversely, if you’re regularly receiving negative feedback, you need to review what you’re doing wrong. Start by answering questions such as:
- Is there a common theme in all the negative reviews?
- Can your employees shed any light on why this may be happening?
- What can you do to make an immediate improvement?
You should also get into the habit of immediately addressing negative online reviews. You don’t want to let a poor review linger, as this can drag down your reputation.
Reach out to the person, explain that you want to make things right, and then move the conversation to a different channel, such as email.
Although you can’t go back in time to fix the initial problem, this approach proves that your company is dedicated to customer service (see #1 above).
- Stay in Tune with Social Media
More people today than ever before are taking to social media to share their thoughts, both good and bad, on a variety of topics. This includes their experiences with local businesses.
You need to track social media (as well as traditional news outlets) for mentions of your company, as this will help you better understand what others think.
Did you know that approximately 6,000 Tweets are published every minute? This works out to hundreds of millions of Tweets per day.
Those are some large numbers that prove just how powerful social media has become.
If you want to maintain a positive reputation, you need to keep a close watch on all social media platforms. You never know what somebody will say about your company.
It doesn’t matter if you are a single entrepreneur or the owner of a business with 100+ employees, you know that your reputation is extremely important.
There are companies that stop at nothing to maintain a positive reputation, as well as those that believe everything will work out in the end. You want to take a proactive approach.
Reputation management sounds complicated, time consuming, and costly. It isn’t. If you follow the tips above, you can implement a strategy for successfully managing your company’s reputation.
What have you done in the past in regards to reputation management? Do you have any other tips to add to this list? Share your thoughts in the comment section below.
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