If you have been following our blog, you know we are huge fans of Online Reputation Management! However, what does online reputation have to do with branding? Read below to find out:
1.Why is Online Reputation important?
Are you still not convinced that Online Reputation is important for your company? Here are some statistics to convince you otherwise:
- According to the Economist Intelligence Unit, 75% of a company’s value is based on its reputation, which means that “reputation risk” is the biggest risk a company could possibly encounter
- According to Harris Interactive, 74% of consumers claim that they wouldn’t choose a business with a poor reputation
- According to Deloitte, 58% of managers believe that reputation management is important and should be addressed, however only 15% actually do anything about it
Therefore, managing what people say online about you is crucial for the success of your company. Your potential customers will always look up reviews of your products and services. Therefore, you need to be one step ahead of them and manage those properly. This will ultimately influence the way your customers see your brand!
“A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well”
— Jeff Bezos, Founder, and CEO of Amazon.com
2. Know what your reputation is
Looking up your company’s name on Google, as well as on social media and online forums, should be done regularly. In this way, you can track what your customers are saying about you and respond accordingly.
“Your brand isn’t what you say it is, it’s what Google says it is”
–Chris Anderson, American Journalist
3. Ask for feedback
Asking for feedback is another important step in building your brand. By regularly sending meaningful feedback surveys, analyzing the responses and taking action to improve, you can build an image of a company which not only listens to their customers but values their opinions!
4. Respond to negative reviews
Reply to negative reviews in a polite and considerate way. Thus, you can neutralize them and show that you are doing your best to fix the issues. If you are lucky, your customer might even change their review to positive or increase their star rating. Here are some things you should include in your response:
- Thank them for choosing your company
- Apologize about the bad experiences they have had
- Do your best to understand their reasoning and be empathetic
- Explain why this might have happened
- Offer them a solution (return, refund, replacement, etc.)
- Promise to fix the issue so that other customers don’t experience it
Of course, just promising is not enough: work hard on actually removing the issue and once you do, share this with your customers. This negative to start with experience will thus turn into something positive: a lesson learned!
If you want to know more about turning negative feedback into positive, click here.