You must properly manage your brand’s reputation to avoid crises and the effects of bad reviews. Here are some effective ways you can implement for your business today:
Audit Your Online Reputation
The goal is to discover how your customers view and talk about you online. Doing so will give you an idea of what’s going well and what challenges you may need to overcome to make important changes. Go on your social media profiles, blog, and 3rd party business sites using “incognito” mode with Chrome.
Prioritize Your Reputation Management
Quick wins are things you can do right now. Things like answering any negative comments quickly. Turing a sour customer into an advocate is even better for your business than just a happy customer.
Have a Policy in Place
Managing comments, reviews, and mentions from several channels can be overwhelming if you don’t set ground rules by developing policy guidelines and a defined tone of voice to stay consistent in your customer messaging.
Monitor Brand Mentions
You need to know what people say about your brand. The longer it takes for you to respond to negative comments, the bigger the problem might be.
You can monitor your brand mentions by setting up Google Alerts for your brand name. You’ll receive an email when new results for your chosen topic appear in Google Search.
You’ll need to manually search through social media sites, forums, and other platforms for everything else. Regularly. Which is a hassle and won’t give you a clear picture.
Get Customer Reviews
One of the best ways to manage your online presence is to encourage your customers to leave truthful reviews on Google and other review sites like Yelp and Trustpilot. This will increase your online visibility and help with your reputation.
Not only can positive reviews potentially convince someone to choose your business—they can also occupy real estate on Google. So when someone searches for your brand, they will (ideally) see those positive reviews.
Manage Negative Online Reviews
94% of customers admit that a negative online review can prevent them from choosing a particular business.
So it’s crucial to manage the negative reviews you receive.
Before addressing negative reviews, assess the most problematic ones. Reviews that rank highly on the search engine results page (SERP) are a great starting point. Quickly run through the following platforms:
- Google Business Profile
- Social media platforms
- Third-party listings like Trustpilot or Glassdoor