In an age where research for products and services is done primarily online, the way your brand is represented on the Internet should be closely monitored.
As a local business owner, it’s more important than ever to pay attention to your online reputation.
Customers can make a quick opinion about whether they trust your brand/products/services just by glancing at your brand’s online profile. And, your online reputation can affect whether or not a potential or repeat customer will choose you over your competitor.
What factors can affect your online reputation?
1. Reviews
There are many avenues in which customers can review your products and services today and they are all over the internet. Between Google, Yelp, and social media, if you’ve been reviewed online, it will come up when a customer searches for your company. In 2013, 65% of consumers said that they were more likely to use a business which has positive online reviews (up from 52% in 2012). And 85% of consumers said that they read online reviews for local businesses. These increasing numbers prove it’s crucial to pay attention to all reviews, positive and negative.
2. Your response to positive reviews
Interacting with consumers will help you build better relationships and encourage repeat customers. Responding to positive reviews or posts on platforms like Facebook and Twitter will strengthen your brand’s online reputation by showing customers you appreciate them and their business.
3. Your response to negative reviews
You can be proactive about negative reviews by reaching out to those who have left negative feedback. You can provide a high level of service that shows you would like to rectify the poor experience with your products/services and take the conversation offline. Doing so will show that you are engaged and care not only about customer experience, but about your brand as a whole.
4. Social Media
You should also be active with your customer engagement on Facebook, Twitter, and other social media platforms. Maintaining your pages and communicating on social media shows that you care about how your company is represented online. In addition to regular comments, many consumers use these platforms to give recommendations about products, so reviews are not limited only to traditional review sites.
5. The active presence of your brand online
If you have a website, social media pages, review website accounts – that’s only the first step of your online branding. These tools are important for marketing and your online presence, but it’s equally important to update these platforms. If your business is active online, potential customers will recognize that and will be more likely to engage.
There are many factors that will affect how your brand is presented online, including online reviews and social media engagement. It’s important to maintain a consistent image and to stay engaged to build positive relationships and show you care about your customers.
More and more customers are turning to the Internet for product reviews and local business research. If you manage your brand’s online reputation, you’ll stay ahead of the game and ahead of your competition.
