Earlier, people who had a poor experience with a brand usually informed only a few close friends about it. However, the emergence of online communication platforms has changed the way companies manage their reputation. Since it is highly fragile, you need to safeguard it. Social media lets anyone post their reviews and feedback on your products.
Reputation management is the effort for influencing how people perceive the business, brand, or person. Considering that a massive amount of communication happens online, it mainly occurs over social media, search results, and online community engagement. The end goal is to control and improve the audience’s perception of your brand. Here are some points explaining why it matters:
Customer feedback
Customers rely on reviews when it comes to purchasing decisions. The average customer needs to see some positive reviews before trusting a business, and 87% of them change a purchase decision after seeing negative content about a brand or product online. When it comes to building a reputation and loyal customer base, good reviews are necessary.
Tracking responses
When everything spreads like wildfire in the age of social media, it can get your reputation down the tubes along with your business. Track and respond to what people say about your business online. Using a proper response strategy turn an unhappy customer into a loyal fan.
Better conversion rate
What people think of your brand influences its growth. By being proactive and approaching reputation management experts, you influence what information to show on search engines. Encourage happy customers to leave positive reviews, understand how to provide helpful feedback, and minimise the effects of negative search results, reviews, and articles.
Creating a strategy
The whole reputation management concept depends on knowing what people say about you and responding accordingly. People talk about your brand online always. You need to listen and monitor the responses, keep an eye on online reputation websites, and monitor blogs and videos about your brand. Track the social media conversations for a better idea.
Planning
While creating a response plan, assign people to monitor the comments and reviews, resolve potential issues, and respond to customer feedback. As long as you have a proper response plan, you can manage tricky situations. While responding to negative reviews, be level headed and try getting to the heart of the issue. Be clear to your customers that you listen and do your best to resolve the matter.
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