The online reputation of a business can make or destroy its success. Modern consumers spend significant amounts of time online; consequently, a company’s performance is largely dependent on its online presence.
The internet and social media have provided consumers with a forum to express their opinions about a business, and their feedback is accessible to millions of individuals. One negative review or comment on social media can severely damage a company’s reputation and discourage potential consumers from engaging with the company.
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Customer reviews are both a stage of the sales funnel and a social net promoter score (NPS) or public feedback; consequently, both of these metrics can have a substantial influence on a business’s cash flow. Online reputation management (ORM) comes into play here. It enables businesses to monitor what consumers say about them online, respond to negative comments, and encourage positive feedback.
In today’s digital landscape, it is essential for business owners to protect their brand’s image.
Monitor online conversations about your business.
Monitor and respond to what people are saying on social media platforms, app store reviews, customer review websites such as HelloPeter and Trustpilot, and comparison websites about your business or brand. When done correctly and consistently, this can help you gain the trust of potential consumers, who increasingly rely on online resources for purchasing advice.
Google Alerts is an excellent free tool for monitoring online mentions of your business and brand on blogs, news sites, and other websites. You can subscribe to additional monitoring services, such as Hootsuite or Meltwater, to receive daily mention alerts and comprehensive analytics. Social media platforms alert you whenever your company is mentioned, allowing you to swiftly address any customer inquiries or concerns.
Consider that customer reviews are a potent instrument. Through public feedback on your services and your responses, you can influence potential consumers’ decision-making processes.
Respond promptly to problems and negative reviews.
Take note of every negative review and proactively address the underlying cause and implement a solution. My team responds within two days to negative evaluations. Because we are aware that potential consumers read our responses, we make sure to highlight our helpful, friendly demeanor.
We start by using pre-written responses for frequently asked questions before customizing and localizing the feedback in accordance with the particular issue that the customer raised. This allows us to address their concern while demonstrating our dedication to providing superior service.
Request client evaluations.
Encourage your clients to post reviews on key platforms and offer incentives to those who do so. For instance, our customer service team offers two free lessons on our platform to consumers who post reviews. We set monthly objectives for positive reviews, but it’s not all about the numbers. You can consider all feedback to be valuable, regardless of its nature.
Consider how your location will affect your strategy.
Campaigns for online reputation management (ORM) must be adapted for each country, as their approaches to consumer reviews vary. In Europe, for instance, I’ve discovered that it is essential to focus on customer reviews, as they are a potent means of establishing credibility and trust.
Due to their ability to provide unbiased information about a product or service, I’ve observed that organic how-to articles and comparison websites have grown in popularity in the MENA region.
Regarding responding to customer reviews, be cognizant of local regulations and cultural sensitivity. There may be restrictions on how businesses can respond to online consumer reviews, depending on the country.
In Europe, customer reviews are severely regulated, and companies must adhere to stringent data protection regulations. GDPR mandates that businesses obtain customers’ consent before using their personal data for marketing purposes. In the MENA region, social media is a dominant force, and many companies concentrate on establishing their presence on Instagram and Twitter.
Keep track of customer feedback and use it to develop.
Examine your average rating across rated platforms and the proportion of negative reviews. We measure the effectiveness of our customer review strategy in this manner. We recognize that customers frequently read reviews prior to signing up for a free trial or purchasing a subscription, so we endeavor to make every review count.
To monitor our progress, we manually digitize all reviews and monitor the number of reviews as well as the rating’s dynamics. This helps us maintain our focus on providing our customers with the best possible experience. Our eventual objective is to dominate the first page of Google search results with these glowing testimonials, thereby expanding our online presence and attracting new clients.
Track your online ratings and reviews over time, and then compare them. Additionally, analyze website traffic and track social media engagement and sentiment over time.
Effective ORM can result in increased customer retention and acquisition, which can be monitored on a regular basis because consumers are more likely to engage with businesses that have a positive online reputation. Lastly, a positive online reputation can result in higher search engine rankings, which can increase website traffic.
In the digital era, ORM is an essential component of any business strategy. You can ensure that your business maintains a positive offline and online reputation by monitoring your online presence, responding promptly and effectively to customer reviews, and creating content tailored to the various audiences or regions you serve.