It takes a lot of time to establish your business and make it grow. You might be providing excellent service to your in-house customers and might be able to satisfy their expectations, but that isn’t enough to grow your business. In order to take your business to new heights, you need to maintain your online reputation.
What are customers saying about you online?
When prospects search for your business, what do they find about you in the search engine results?
These two factors are crucial to determine the online reputation of your business. You must work to find out what customers say about your company and manage customer reviews to build a positive online reputation. Why is that important? Let’s see!
Customers Prefer Businesses with a Positive Online Reputation
Most customers research about a business on the internet to determine what other people have to say about it. In their research, they look at the reviews left by people. While a personal recommendation is still highly valued, 72% of people trust online reviews as much as personal recommendations and 49% of consumers need at least a four-star rating before they choose to use a business. Customers trust a local business that has positive reviews and prefer to buy from it. So, if too many people have left negative reviews for you, others will hesitate to buy from you.
Furthermore, if you have established a positive online presence, your business will get better ranking on the search engines giving you an edge over your competitors.
Customers Seek a Positive Experience
Most people search for businesses that can provide them with quality customer service. So, if they search for your business and find out from reviews of other people that you fall short on customer service, they might not buy from you. Customer service should always be your top priority.
But, even if you provide top quality customer service, there’s a chance that some customers might think your services are not up to their mark and leave a negative review about your company. If that happens, you should reach out customers who’ve left negative reviews and encourage them to contact you offline. Let them know that customer satisfaction is your top priority.
Insights about a Business
In the online realm, every story travels like a wildfire. You can never sideline an issue with your business or customer reviews. If you trend in some negative story, you’ll lose the trust of your customers. Therefore, you must ensure that you have a positive online reputation and customers are leaving positive reviews about your business.
Now that we’ve settled that online reputation is important, you might be wondering what you can do to manage your reputation. For that, you must start monitoring online review sites and your social media accounts. If you see reviews from customers about your company, reply to them. Responding to reviews is more important than ever, with 30% naming this as key when judging local businesses. For positive reviews, thank your customers and for negative, offer an apology and promise them better service in future.
In addition, manage your business on the local listings and make sure that all the information on local listing sites is correct.
Remember, the better your online reputation, the more customers will trust you and buy from your business. If you have questions or need assistance with your online reputation management, contact us at New Media Managers. We’d be delighted to help you out.
BrightLocal Local Consumer Review Survey: https://bit.ly/29hKyhf
Neilsen Trust in Advertising Survey: https://bit.ly/1CbHDhv
Barbara-Anne is the owner of New Media Managers, a boutique digital agency in Windsor, Ontario, Canada. She founded New Media Managers to help overwhelmed local business owners, like you, protect and manage your online line presence so you can get more customers, serve your existing customers, and keep the customers you already have.