The internet is one big showcase, and no one knows where the next spectator or critic is coming from. Knowing how to manage your business reputation online is essential for staying one step ahead.
Corporate reputation management in times of social crisis can be challenging, and has to be handled properly. We believe that online reputation and crisis management are crucial for any business in today’s digital age. With the rise of social media and reviews on websites, it’s more important than ever to establish a positive online presence.
This term refers to the ways in which a business, company, person, product, or anything else is perceived on digital platforms. It is also known as “e-reputation” or “digital reputation”.
Public opinion of a brand is formed by the sum total of information about the company on the internet. This goes beyond what the company itself publishes, spanning everything that is published online about the company and how it relates to the public.
Having a positive online presence is important when it comes to reaching and converting consumers. Many companies offer the same product or service as you, and it is up to you to stand out and get chosen above the rest. By investing in your online reputation, your brand will:
- Attract new customers
- Increase profits
- Improve its visibility on Google
- Build customer loyalty
Managing one’s online reputation is not easy, and there will be challenges. Here are some things you should bear in mind before beginning the journey.
- Control – It can be difficult to control what is said about your business online, since anyone can write a review or social media post about your company.
- Speed – Negative information can spread quickly online, making it essential to respond promptly to any negative reviews or comments.
- Consistency – Your online reputation should be consistent with your brand’s values and messaging. It is essential to ensure that all online content, from website text to social media posts, reflects your company’s image and values.
Now let’s look at some practical steps you can take, and some which you definitely should not.
1- Be transparent
First, assess your weaknesses – everything that might lead to a bad review. Don’t hide it. Show customers that you are concerned about them and care about solving their problems.
Allow refunds, maintain clear communication throughout the customer journey, and work with transparency.
2- Be aware of reviews
Prepare your profile, and claim your online reputation, before the reviews (positive or negative) start coming in. This can be achieved by:
- supplying all relevant contact information
- telling your business story in a creative way, using pictures and other elements that highlight what sets you apart
- inviting customers to write reviews
If you still get negative reviews, respond to them – not just as damage control, but as a way of showing that you care about your customer’s experience. If done right, this will not only prevent damage to your online reputation but enhance it.
3- Take care of your brand
Make sure your website is fast to load, and easy to understand. Post content that makes sense for your brand. Partner up with individuals who can help you to leverage your reputation. Speak up about important issues, and take a stand on minorities, discrimination, diversity and empowerment. The consumer wants to know how you feel about these things.
1- Ignoring Negative Reviews
Answer everyone – especially the negative reviews. Ignoring them will only make things worse.
2- Being Insincere
The Internet is an open book. If you lie to your customers, they will find out.
3- Not Monitoring Your Online Reputation
This can lead to a buildup of negative information that can be difficult to overcome.
Managing your company’s online reputation can be a lot of work, and can be hard to do alone – especially without expert help. But how do you know when you need to turn to the professionals?
1- A High Volume of Negative Reviews
If you are receiving a high volume of negative reviews, it may be time to seek the support of an agency to help manage your online reputation.
2- Negative Information is Outdated
If negative online information about your business is out of date, it can still harm your online reputation. An agency can help to remove or update any outdated information.
3- Difficulty Responding to Negative Reviews
If you are struggling to respond to negative reviews effectively, an agency can help to provide guidance and support.
4- Lack of Positive Reviews
If your business does not have many positive reviews, an agency can help to encourage satisfied customers to leave positive feedback, thus improving your online reputation.
5- Your Business is Not Showing Up in Search Results
If your business is not appearing in search results, an agency can help to improve your online visibility and ensure that your business is represented accurately online.
In conclusion, if your business is struggling with negative reviews or a lack of positive feedback, seeking the support of an agency can help to improve your online reputation.
If you don’t know how to manage your business reputation online, there’s no shame in asking for help. Our professionals are here to take care of your online reputation.
