Many businesses don’t put much thought into their online reputation until they become aware of issues, like negative reviews.
However, there are many more aspects to managing your online reputation than just dealing with negative reviews.
Here are five reputation management tips for your local business:
1. Monitor and Manage Your Online Reviews
Monitoring your online reviews is extremely important. Do you know what’s being said about your business online? Do you understand what your star ratings are, and what’s being written on the various public review sites?
Make sure to also monitor your social accounts to track likes and followers, as well as keep up with customer conversations.
It can be difficult and time-consuming to manually check multiple sources like review sites, social media and online mentions across the web. If possible, utilize technology to help manage your reputation and better leverage your time.
Build social proof by sharing your five-star reviews with your social media followers and web site visitors. 90% of customers read reviews before purchasing a product or service, so make sure that you’re highlighting your best ones.
2. Make Sure Your Business Listing Is Correct
Confirm that you are listed correctly, so potential customers can find your business through accurate listings. Important details to double check include your street address, phone number, website address, hours of operation and business categories.
3. Filter Your Mentions and Ensure Your Citations Are Accurate
Filter your mentions by your business name, city and Province/State. This will ensure that you are only seeing relevant information and filtering out irrelevant mentions and reviews.
Citations are mentions of your business name along with another piece of data, like your phone number, address, or website and they are key in search marketing optimization. Accurate citations help people discover your business, which can result in more phone, web, and foot traffic.
4. Take Feedback Constructively, Not Negatively
The importance of responding to all reviews, whether positive or negative, should not be overlooked. 53% of people who leave a review expect a response. Responding to reviews increases trust and credibility and can also improve your search engine ranking.
Thank happy customers for their positive review and let them know that you appreciate their business; they will feel valued. Respond to negative reviews with empathy. Acknowledge their issue or complaint, tell them you would like to resolve it, and invite them to take the conversation to DM or email. This approach shows them, and all your potential customers, that you value them and will work to ensure a positive experience.
5. See How You Compare to The Competition
How does your business compare to the competition in terms of search engine share of voice? That is, how much of the market your business owns compared to your competitors. This gives you a gauge for your brand visibility and how much you dominate the conversation in your industry. The more market share you have, the greater popularity and authority you likely have among prospective customers.
By knowing your share of voice, you will have a better understanding of the challenges and your current position in the market, giving you more insight into how to achieve growth and captivate customers.
Seeing how your rivals are doing online is a huge competitive advantage!
When running a business, there are many demands on your time, and it can be difficult trying to allocate human resources when implementing new initiatives. The solution is to utilize technology and automate as much of the process as possible. Our reputation management tool can be provided as a fully managed service, or as a DIY tool if you prefer to be more hands-on. Learn more about it in the video below and contact us with any questions, or to book a demo.