Over the years, the digital sphere has evolved into a soapbox for people’s opinions and experiences with brands and businesses. And now, more than ever, those same opinions and experiences are directly impacting whether potential customers and/or clients do business with you. In fact, 90% of consumers read online reviews before even visiting a business.
Whether you’re a small business or a large corporation, people are talking about you online, and while you can’t control what people say, you can control your response while maintaining your values with effective online reputation management.
Be the first to know what your customers and clients think.
Between Yelp!, Google My Business, Facebook, Twitter, etc. there are countless online spaces for your audience to speak about you, be it positive or negative. And while you can’t necessarily control what they post, you can control when you see it and how you react. Be the first to see when someone is talking about your business online by setting up Google alerts, checking in on hashtags and tags on social media and monitoring reviews at least twice per day. That way, you’ll be able to respond in a timely, professional manner to squash any untruths, or praise any wins!
You can’t control what people say, but you can control how you react.
We’ve all heard of internet trolls – people with negative dispositions who rapidly type away inflammatory and ficticious claims against people, news and businesses. Or, there’s the emotionally fueled review of a one-time experience. How do you distinguish between the two? By treating both claims as important and valid.
You know the old saying, “Never wrestle with a pig. You both get dirty and the pig enjoys it?” Remember this before you sit down to address negative comments or reviews. It’s important to respond to all comments the same – in a professional, respectful and timely manner. Wink® Frozen Desserts does a great job at responding to negative comments about their brand.
Know what you’re posting.
Educate yourself daily on trending hashtags and newsworthy stories. A post from your business could come off as insensitive or offensive, even without that being the intent. Be sure the content that you share goes through an internal, or even external, approval process to make sure nothing slips through the cracks.
Train your staff.
This means your whole staff. Every one of your employees is a direct reflection of your company so the experience someone has inside of your building should also mirror the experience they have with your brand online. Make sure everyone is on the same page when it comes to your customer service expectactions to ensure a seamless experience, no matter the place!
Need some help? TAG’s team is ready to help you with your online reputation management. Our phones are buzzing around the clock with emails, messages, comments, reviews, and more and we’re committed to providing professional, timely responses. Learn more about how TAG can help with your online reputation management below!