It is said that it takes a long time to build trust and reputation for an individual or a business, but it takes only minutes to destroy it. The advent of Internet and social media has only reinforced this. Trust and reputation are the only things customers go by when doing business online with the ones they have never met in person. That is why your online reputation matters more than ever to your business’ success. Learning how to manage and fix your reputation can go a long way in getting and retaining customers.
Reactions Build Trust
How you react to what’s out there has a far-reaching impact. When customers send you complimentary emails, thank them and promise to continue providing excellent service they have come to expect. They are likely to say something positive on your behalf. Having a trusted customer promote your business to others is an ideal way to get new customers.
On the other hand paying someone to defend or promote your business is the wrong way to go. Inevitably customers will find out at some point, and when that happens you are going to break trust you have built over many years in a second and lose them forever.
Your reactions to reviews and comments online go a long way towards establishing – or breaking – trust with current and potential customers. And the trust consumers have in your business will decide whether they come to you for services, or find someone else.
Engagement Changes Judgments
No one likes to receive negative feedback from their customer. However, how you engage with customers, especially displeased ones, is a huge factor in determining your online reputation. Instead of letting negative reviews get out of hand, keep an eye on things, starting with this overview of Reputation.com.
Even when you know that negative feedback is out there, it is often difficult to find the proper course of action. If you see that someone has posted information that is factually incorrect, it doesn’t hurt to correct it—as long as you do so carefully. But if there is someone who just seems bent on complaining, sometimes it is best to ignore, especially if they don’t have much of an influence online.
And if you see a recurring trend of negative feedback from multiple customers, take that as an opportunity to assess your company. There is likely some truth to it if most of your reviews include comment on your staff’s rude behavior or dissatisfaction with a product.
The good thing about negative feedback online is that it is possible to respond, and that may even boost your reputation. Apologize if it is warranted – like in the case of a dirty hotel room, offer compensation, and do this in the open by responding online so others see your effort. People are often very forgiving when they know that you listen and take appropriate corrective actions.
How you engage can change how people judge you. Do it the wrong way and you will lose customers, and future sales. However, doing it the right way can even help you improve your reputation than before.
Reviews Drive Opinions
Reviews are often the first thing that people check when deciding who they will work with. However, not all reviews are equal. Some sites, such as Google Maps or Yahoo Local, are visited more frequently by customers compared to others.
And some local search engines, such as CitySearch, capture reviews left on other websites. That means that you’ll have the chance to leverage positive reviews for broader visibility. At the same time, though, negative reviews on these syndicating sites have more dramatic negative impact.
Understanding how reviews work will give you insight into why your online reputation is the way it is. You can then carry out a targeted strategy to get your reputation in the right direction.
Your business’ online reputation plays a huge role in your success, and it’s up to you to determine how your business is perceived in the minds of current and future customers.
Author Bio:
Farryl Last has an MA in International Education.
Great insights! I believe that online reputation starts from offline reputation. If we consistently product high quality products and take care of our customers offline, it will also reflect in the online world. So to manage our online reputation, we must manage first our real reputation.