Reputation Management

Do I seriously need reputation management?

Short answer, yes. You absolutely need reputation management.

If you own a business in this day and age, chances are you've had an unsatisfied customer at some point. They may have even told you straight up to your face that they will leave a bad review of your company online.

While, your first instinct might be to shrug it off, many businesses end up being very surprised at how serious this can be and how damaging it can be for your company. Unfortunately, it only takes one person to leave a terrible review that goes unnoticed and it can spiral out of control so fast it's not even funny. By shrugging it off you ultimately are showing that you don't care. This is almost as bad as the review itself in my opinion.

One of the worst things you could do in the case of a bad review is to attempt to block or stifle the person making the review. This is a sure way to take the speed at which things can spiral out of control and flip it into hyper drive.

Well okay, but what is Reputation Management?

You might not know of reputation management online but it is exactly what it sounds like. You are managing your businesses reputation online and ensuring to your consumers that you are a company that cares about their experiences with you. It's an extension of customer service..online.

First you kind of have to fully understand the processes of reputation management. Whether you know it or not right now, your consumers are talking about you. They are sharing photos at your location, they are commenting on your social posts, they are sharing your content (if you produce any), they are checking in to your geo location on social media....they are active.

Your brand is only as good as your reputation. - Richard Branson

Years ago, companies were not engaging with consumers nearly as much, and consumers didn't really have the voice to speak out to a brand. They couldn't really express their experiences in a powerful way, whether it was good or bad. Today, regular social interaction and engagement is simply a must for a successful company.

If you think you can overlook these forms of engagement and interactions you are wrong. It might last for a little while, but eventually you will come to realize that it is completely necessary and at that time...you might be so far behind the game that it will be even more difficult to get it going.

Point is...the internet today is drastically different than it was several years ago. Many years ago you could let these types of things slide. These days..you'd better be paying attention.

Elements of ORM

- Online Reputation Monitoring

You should know what is going on with your company online, whether it is positive or negative. We will basically set up a system to alert you of either or and then act accordingly

- Online Reputation Management

The idea here is to drive more positive reviews for your business. Through legitimate processes that trickle all the way down to your in store actions. This is about customer service just as much as it is anything else. The positive reviews should come from actual satisfied customers that you have shown you care and treated them correctly. Paid reviews or incentivized are a big no go here.

- Reputation Repair

There are times that you cannot avoid a negative comment. It's impossible to be there for every transaction in most cases, but when a dreaded negative review does happen, it becomes a situation of how you handle it from there. Ignoring won't get you anywhere. It will likely have a reverse effect depending on the severity and spiral out of control. It's best to handle it the moment it comes to your attention and deescalate the situation sooner than later.

Online Review Facts

84% of consumers trust online reviews as much as a personal recommendation. (2016)
90% of consumers read online reviews before visiting a business. (2016)
74% of consumers say that positive reviews make them trust a local business more. (2016)
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