Take over the reins of your reputation.
Your reputation is what you say about yourself and what others say about you. Every day, customers are talking about your business online, whether on Facebook, Google+, Yelp, TripAdvisor, blogs, or elsewhere. Though it may seem like chatter from afar, it has an impact on your revenue. It’s time to join and take control of the conversation – after all, your business (thus you too) is the subject.
Reputation intelligence gives you more control over your online presence by helping you harmonize online listings, respond to reviews and questions, and to benchmark yourself against competition, just to name a few.
Reputation Marketing is about converting your satisfied customers into brand ambassadors
- Get your staff on the same page about the importance of reviews and asking for them at whenever possible.
- Request five-star reviews from your most satisfied customers.
- Get your reviews published online in places like Google + pages, Facebook pages, Yelp, Yahoo and more.
- Publish the best of your five Star reviews on your website, Facebook page and other social platforms where they can be seen by potential customers.
- Include the social proof of your five-star reputation in all of your online and off-line marketing campaigns.
5 Step Reputation Marketing Strategy
The objective of your reputation marketing plan is to post positive online reviews consistently where customers and prospects will see them frequently and readily. While this can happen slowly and organically, you can enhance the process by asking your customers to tell you why they were satisfied with their services – then post it everywhere.
To achieve this feat, you need a system that monitor’s your customers’ feedback so that the best of them can be posted on review sites and online networks where your prospects hang out.
There are a lot of factors that have the potential to shape your customers’ experiences and impact your online reputation. For example, customer service, product pricing, service performance, just to mention a few.
Customer reviews are one of the most accurate ways of putting together and distilling all these factors. Each customer is looking to satisfy a need or several needs using your product or service and they will comb through all the existing reviews to see if your business has what it takes.
Studies show that a majority of customers want to see at least 10, 5-star reviews before they can even consider buying your product or service. In addition, 85% of consumers look at a minimum of 10 reviews – that’s about everyone looking for your products and services.
You want to create a company culture that strives for 5-star service, provide quality products and make an authentic dedication to always trying to refine the customer experience.
Use the feedback from your customers to make the necessary changes and direct more resources to what is producing results for your business. This will ensure that the next time your customers are posting reviews online, they will only have great things to say about you.
After gathering feedback and posting your 5-star reviews in various online media, you may put your feet up, satisfied that you have done everything to manage the perfect online reputation. Unfortunately, you’d be in for a rude surprise. There is also the ugly side of online reviews that needs proper management.
The smart thing to do is to set up a simple but effective system for handling negative reviews, no matter the channel from where they popped up. Even the best companies will get a Negative-Nancy every once in a while who simply loves to complain about everything. In a more sinister scenario, your business rivals may try to lower your overall ratings by giving your business bad reviews.
How you handle negative comments about your business is just a different form of brand reputation marketing. When done properly, it may serve as a powerful way of winning over prospects, for example, by handling the matter with empathy, on a timely manner and in a wholesome way. After seeing how you take care of your unsatisfied customers, potential ones will be willing to trust your services since they know they are taken care of, even if something goes amiss.
After gathering feedback from your customers, you should be doing two major things with this information. That is, directing positive reviews to all the relevant platforms and turning bad reviews into new believers in your services.
Depending on your niche, there will be different review sites that will prove effective in driving new customers to your business.
When developing your reputation marketing plan, it is wise not to put all your eggs in one basket. Diversify and find a few great review sites where you can promote your business using the exact words used by your customers.
Most consumers find businesses with an actual location on Yelp. Nonetheless, it is critical to get reviews on Google due to their integration with location-based services such as Google Maps. Furthermore, Google reviews are a big deal in search engine marketing.
With Google reviews, the best and most reviewed local business have the advantage of showing up prominently in local search results on the first page. Additionally, star ratings catches the eye’s attention instantly in search results, further associating excellence with your business to all visitors.
For many small or local businesses, the managers assume that online reputation monitoring is for the high level companies such as Walmart or Coca Cola. Nevertheless, it is even more critical for small businesses to monitor what customers are saying about them online.
If you think about it, large businesses are simply too big to fail from a few negative online reviews, but the same can ruin your entire business. If you do a search for a Walmart or Kmart near you, you will probably find that they have an average of 2 or 3 star reviews, yet they still have an endless stream of customers.
With so many choices in a small business’ niche, you cannot take the risk of not managing your negative reviews. The race is on to outbid your competition for the customer’s dollar, and one bad review may be the reason you lost to your business rivals.
Reputation marketing makes the information that customers are searching for readily available. With just a few clicks of the mouse, clients will get a feel of what your services and products are like from your happiest customers. They will also know how you rank against competition and therefore, they will choose you when the time to make the decision on where to spend their money arrives.
The smart move is to prioritize reputation marketing in your marketing strategy. Other marketing activities such as social media, direct mail, ads and PPC are created to get your brand in front of potential clients. On the other hand, reputation marketing is controlling what they see when they go online to find more about your business. Therefore, ensure your 5-star reputation remains spotless by implementing the 5-step reputation marketing plan.
Our stellar reputation management services allow you to save precious time. We help you collect more 5-star reviews for your business, and give you the peace of mind that comes with knowing that every aspect of your reputation marketing is being handled effectively and automatically with almost zero effort on your part.
Your customers will be asked to leave feedback whenever appropriate. We will also notify you about any dissatisfied ones before they get to review sites. Lastly, the best reviews will find a home in the social platforms most relevant to your business.