Your online reputation can make or break your business. Managing your reputation is one of the easiest ways to build a relationship with your client and increase your word of mouth.
Organizations who don’t participate in reputation management are seen as shirking their responsibility instead of valuing their customers. There is little doubt this is a fleeting trend. Rather, it will continue to be a growing challenge. Here are the three reasons your business needs reputation management:
Protect Your Brand
You should continuously be working not only at growing and maintaining your brand, but also its reputation. After spending countless hours building your business identity, it can be torn apart in a second with the improper handling of a disgruntled customer. Don’t allow your efforts to be squandered.
Respond to reviews, and respond quickly. When drafting your answer, be sincere and honest. Human-to-human communication can go a long way in building relationships and mitigating crisis caused by a damning complaint.
Even if the reviewer stated false information, never try to point the finger back. Take a breath, and remember you want to build relationships — not destroy them. Let them know that you listen, that you value them, and that you want to improve the partnership.
Reviews are Everywhere
Frequently check each source of online reviews. While there are multiple sites for which your customers to leave reviews, be sure to draft your replies as quickly as possible. Quicker response times build stronger relationships with your customers.
Despite the time commitment, looking for shortcuts can get tricky. Don’t try to send out generic feedback to concerns and complaints. Your customers will feel the insincerity. Instead, you should provide thoughtfully drafted notes, written by professionals.
Protecting your online reputation takes time and a willingness to see problems from your customers’ perspective. If you want to learn more about how the team at Concept Marketing can help, call us today at (435) 615-1758.