Reputation management is imperative in mounting a business today. A business’ constant interaction with customer reviews shapes loyalty and increases customer confidence in one’s brand and product, influencing sales and the bottom-line growth. A healthy reputation management strategy means that you are actively monitoring: how local folks are finding you, what they are searching for and their overall sentiment about their journey with you. There are many layers to reputation management, monitoring is a good starting point.
88% of consumers trust online reviews like personal recommendations – Search Engine Land.
Google takes into consideration the rating of sites, favouring and ranking those having the highest ratings – Search Engine Watch.
Consumers are influenced by both positive and negative reviews, 82% of shoppers specifically seek out negative reviews – Search Engine Journal.
Every business experiences negative reviews that are downright cruel. You may think the contrary, but consumers do understand that perfect is too good to be true. Imperfections can be embraced in a decision-making process if customers are handled with care and compassion. Just remember, listen carefully, don’t take offence, respond quickly with authenticity and take it offline.