Listen to this articleLarge and well-established companies usually put a lot of resources on online reputation management because they know its importance. Creating a great business reputation can take months and sometimes even years. However, a small miscalculation can damage your brand reputation for a long period of time. Just like personal reputation, business reputation can be damaged rumors, cyber-attacks, negative reviews from malicious customers among many others. Online reputation management helps to control how your business is perceived by people. If well executed, then it can help you maintain and gain more clients which ultimately translates to more revenue. But the big question is, how can you protect your brand reputation online? In this article, we are going to give you proven tips on exactly what you need to do.
1. Respond promptly to reviews
Online reviews are important for business growth and success. For nearly 9 in 10 shoppers, online reviews are just as important as personal recommendations. Statistics show that customers are likely to spend 30% more on a business that has good reviews. However, the truth is that you can never run away from negative reviews. Not all customers will be impressed with the products or services that you offer. Most business owners usually worry about bad reviews thinking that they will dismantle their brands. However, bad reviews should not scare you. Instated you can use them to make your brand look even better. The secret lies in how you respond. Most businesses usually reply only to positive reviews and ignore the bad ones. However, that is a bad strategy. Responding to negative reviews will demonstrate that your brand is listening. Be calm, polite, collected and professional when responding to negative reviews. Explain to the customers how you will fix the problem in the future. You can also offer a refund for unhappy clients. Responding promptly especially to negative reviews will boost your online reputation.
2. Track your brand mentions
Controversial information usually spread quickly like wildfire online, regardless of whether they are factual or not. Although there is no sure way to prevent your competitors from spreading rumors, being proactive can help mitigate the damage. Use various reputable tools such as Google alerts to help you stay on top of any conversation that concerns your brand. Tracking your brand mentions will help you respond to them on time before they damage your brand reputation. It can also help you prevent copyright infringement.
3. Be honest and transparent
Consumers like to associate themselves with brands that are honest and transparent. When communicating to your clients, ensure that you give them realistic promises that you can fulfill. For instance, if you don’t sell a particular product or if you don’t offer a certain service, be honest and tell your clients the truth. If you lie to them hoping that they will change their minds and buy products or services that you are offering, then you will most definitely damage your brand reputation. If you want to build your brand reputation, you need to be honest and transparent to your current and targeted customers. Only promise them what you can deliver.
