October 8, 2020

84% of people trust customer reviews as much as personal recommendations. What does this mean for your business?

Your online reputation may already be trustworthy and credible with consumers, but maybe you're unsure how much they favor you. Or, you've experienced some negative reviews and want to bounceback successfully.

Explore what online reputation management services can do for your business and find out how it can help you groom your virtual appearance into a polished, attractive one.

What Impacts Online Reputation Management Services for Individuals and Businesses?

If you already have a decent reputation online, you might wonder why you even need to manage your online reputation. Even if you primarily rely on brick and mortar customers and only have a small online presence, your online reputation still matters.

Digital word of mouth makes and breaks businesses online. Nowadays, one frustrated customer with a following on social media can tarnish a shiny reputation. This can negatively impact buying decisions for other consumers, whether the negativity is deserved or not.

Different media types affect your brand in different ways. The four types of media can cushion or grow your digital reputation. Paid, earned, shared, and owned media (PESO) each offer unique opportunities.

PESO Model

The four media types cover different areas of an online reputation. Some of these offer lucrative partnership or engagement opportunities, dependent upon your industry.

  1. Paid media: sponsored posts, fan acquisition, and lead generation
  2. Owned media: content from experts, customers, and employees in various formats
  3. Earned media: publicity with media, bloggers, influencers, and investors
  4. Shared media: partnerships and influencer engagement

Using these media channels alone or with integration (e.g., paid and owned, earned and shared) can optimize online reputation management services for individuals or businesses. To make the most of the PESO model, you need reputation expertise.

Staying on top of your digital image with online reputation management services can help protect from unanticipated blows like this. It can also help your company grow in credibility and brand loyalty when managed with expert marketing consultants.

1. Monitor Your Brand

Google your company. Evaluate the ratings, comments, reviews, photos, and so on. Separate sites into ones you control and ones you do not control. Prioritize the following, using brand monitoring services:

  • Top websites on search engine results pages
  • Websites related to brand name
  • Number of online mentions
  • Traffic sources
  • Overall sentiment towards the brand

Staying on top of your brand requires tracking all of these elements and more. You may not have the skill or tools to monitor your brand. Instead of searching for the resources you need for online reputation management, work with experts who can offer the reporting and analytics you need.

Using data-driven results, you can stay up to date on key performance indicators that impact your online reputation. Site audits and monthly reporting services from professional marketing services show what is and isn't working. Over time, you can determine which changes need to be made and which have been more effective.

2. Explore Email Marketing

Using tools to manage your online reputation goes beyond monitoring. It would help if you found ways to grow your brand recognition without relying on reviews alone. A proactive approach to reputation management allows you to build trust and brand loyalty.

Building Your List

Email marketing is an excellent tactic for growing your digital following. It redirects customers to your website or social media. It also creates unique opportunities for incentivizing reviews and brand loyalty.

Building an email list should be a numbers game. Instead, focus on generating content that builds relationships. Avoid spamming subscribers and use automated email marketing to save time and generate reliable analytics.

Test Your Templates

Good online reputation management services know the impact of testing your content. A/B testing can help you understand what content your subscribers prefer. Using templates for your automated emails allows for streamlined processing and minor adjustments without wasted time.

When you market based on consumer preferences, you'll generate more leads. You'll also build brand loyalty by delivering engaging, personalized content.

3. Be Open to Feedback

Customer feedback lets you know how customers perceive your business. No matter the industry, this impression impacts your online reputation. Don't be afraid to ask for it, either.

Make sure to use one or more media channels to engage your customers. Managing your online reputation should not be limited to one source. Don't be afraid to engage customers beyond your website review page (e.g., social media, Google My Business).

Asking For It

If you don't have valuable customer feedback, ask for it! Find out what your consumers want to see. Engage them directly to determine any overlooked pain points.

You can incentivize feedback with loyalty discounts or premium access to goods or services. Try out general concern polls or surveys through your email list or on social media accounts, too. When customers see you asking for feedback, they'll feel heard.

4. Pay Attention to What's Said

Whether you ask for feedback or not, you can't overlook excellent or bad reviews. Good reviews deserve rewards. And bad reviews need resolutions.

Ignoring customer complaints can backfire. Other significant companies overlook negative reviews and lose out on great opportunities to manage their online reputation. Even if a negative review or comment doesn't tarnish your online image, you shouldn't completely ignore it either.

Responding to It

Although negative feedback isn't the most enjoyable for every business owner, it still serves a purpose, depending on the type of bad review:

  • Bad reviews: customer complaints or concerns, service issues, and faulty products
  • Negative press: misinformation from competitive outlets or poorly advertised goods
  • Fake sites: SEO attack campaigns from competition and bot hackers

Your company can flourish. You have several options for responding to each type of reputation attack. For customer concerns, address evident frustration with empathy. Try and provide advice or a solution of some kind.

How to Respond

When other customers see this, you'll grow in credibility. Don't be afraid to honestly share your mistakes and explain how you fixed them. Depending on the customer you help (and their following), you might get a bump in your online reputation.

  1. Respond to negative comments or feedback as soon as possible.
  2. When responding, do so publically and then redirect to private messaging.
  3. Be courteous even with the angriest customers.
  4. Don't be afraid to apologize (if you've done something wrong).
  5. Acknowledge their issue with a yes but no response; listen, then solve the problem.
  6. Explore the need for a refund or discount, too.
  7. Improve goods or services you receive repeated complaints about.

The best response to negative feedback from fake sites is to report it whenever possible. And, generate content that ranks so Google's SEO algorithms don't penalize your brand. Good content can also help customers see your brand before any competitor-made misinformation.

5. Consult Reputation Management Online Services

The best way to manage an online reputation is through professional support. Exploring online reputation management services can help your customers in several ways. It also ensures inclusion expertise and oversight you might not possess.

Grow Consumer Trust

Growing consumer trust should be one of the cornerstones for your digital reputation. Recognition is important, but you want to be recognized for good reasons. Professional reputation management can grow your visibility on search engine results pages.

Experts can help identify branded keywords that customers will associate with positive connections to your brand. For example, if users search for "best food truck near me," you want these keywords related to your brand. Professionals can build SEO strategies connecting your brand with these keywords.

Resolve Conflicts

If you find it too tricky to deescalate negative interactions with customers, you need to explore working with consultants. Resolving any ongoing or repeat conflicts with consumers is critical to decreasing negative impressions.

Working with reputation experts can give an arbitrary perspective on what may be a personal point of pride for you. If you can't see your way out of bad customer interaction, that outside perspective can generate the solutions you may overlook. This expertise is invaluable, especially for avoiding similar conflicts in the future.

Online Reputation Management Services With Professional Marketing Consultants

Managing your online reputation does not have to be hard. You don't have to do it yourself, either. Whether you lack time or expertise, you can still manage your digital image with expert services.

When it comes to locking down reliable professionals with local expertise, look no further. At XPM Agency, we offer a wide array of marketing expertise. To learn more about our online reputation management services, contact us today.

Posted on:

October 8, 2020




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