Your business, let it be small, medium-sized or large, must reach customers nationally and globally. For this to happen, it’s vital for businesses to engage with their customers around the clock. With the emergence of technology, customers are far more aware of one’s products and services. They have also become more engaged with business entities than they were in the past decades. This makes them a very powerful stakeholder. Hence, it’s crucial for any business to maintain its reputation. With that being said, with nearly everything revolving around technology nowadays, a business online reputation has to be properly maintained.
85% customers trust online reviews as much as personal recommendations. Therefore, having found negative reviews and criticism about your business would only trigger customers and lead to them avoiding your brand. Hence, businesses should always be alert about their reputation and presence online.
Here’s what you can do to ensure that your business holds a positive reputation:
01. Manage your Online Presence Well
A good business reputation is what is going to keep customers walking through your door and into your premises. It’s important to keep your target audience satisfied in order to be sitting on their bright side. 60% of customers said that negative reviews make them avoid businesses. Therefore, it’s important that your business doesn’t receive a tonne of negativity because that will only scare customers away.
- Encourage your customers to deliver feedback and comments so that you would be able to identify any pain points immediately and solve them.
- Ask your customers for comments at the point of online/mobile sale. It is quite unlikely that they will return to comment after completing the sale.
- Provide discounts or free goods one in a way to customers who actively engage with your business online.
- Set a computer or a tablet at your point of sale so that customers can rate your product or service.
- Provide small incentives for those customers that are content and who repeatedly purchase your products
Must Read: This Is Why Customer Data Is Your Restaurant’s Hidden Treasure
02. Respond to Criticism Calmly
Criticism is normal. Even if all your customers are extremely happy, there is always going to be that one Squidward. With the widespread use of social media, customers have an upper hand in whether to allow a business to be successful or go down the drain. However, it’s not only customers that could make your business look bad – but your competitors can also do that too. This is how your business should respond to hate & criticism:
- Respond in a polite manner when replying to negative reviews because how you respond will always reflect on your business online reputation too.
- A negative review or comment online about your business might appear like an attack that is more personal than just feedback. Even though it could be triggering, always replying positively will help outshine the negative comment.
- A thank you for visiting your company, and a genuine apology if the customer had a bad experience.
- A proper explanation when it comes to negative comments about customer service. Respond to each comment directly without beating around the bush.
- Be polite & honest
- If required, have the conversation offline or privately to prevent making the situation worse by inviting more comments.
- Give an offer to help make the situation “right” for the customer.
03. Look out for your Brand Name
Many businesses aren’t aware that their business online reputation is in jeopardy until they have experienced a decline in revenue. Monitoring your brand online is arguably one of the most crucial reputation management building elements. Monitoring social media mentions, blog posts, tweets, status updates, and search engine results is crucial. Not all mean comments will automatically appear in your inbox or on your personal Facebook page. There are many tools available to help keep a look out. Here are few:
- Trackur
- Google Alerts
- Twitter Search
- GoFish Digital
As a business, you need to remain courteous, polite and treat your customers with respect and honesty. The easiest way to manage your business online reputation would be by providing great a great product and service, leaving no room for any criticism by any stakeholder.
Must Read: Hot Food Trends To Watch Out For in 2023