Maybe you are aware that more and more buyers consider online reviews and feedback when purchasing a product or procuring a recent past service. Potential clients believe those who have gone ahead of them know the product, and use their experience to influence their decision-making.
Typically, one-star connotes poor performance, and the scale improves as the number of stars increase. Additionally, a one-star improvement can result in a rise in a brand’s revenue.
Therefore, it is crucial to invest in reputation management software to assist in taking charge of your brand’s face. A negative review may harm your business now and in the future, thus, countering all the other marketing efforts. Clearly, your online reputation score significantly impacts your business revenue.
To a significant extent, you may have no control over your clients’ sentiments especially, when a dissatisfied customer leaves a negative comment online. However, it pays to be proactive in matters of digital marketing. If such statements or feedback appear regarding your brand, you stand a better chance to react immediately and most effectively.
Read on to learn how to use online reputation to your brand’s advantage, no matter how defaming a review maybe. Let’s get into it!
- Regularly audit your online review process
Keep monitoring your online review sources consistently. In equal measure, maintain your scores as high as possible. To achieve this, ensure you give your customers impeccable service because they are the bedrock of your brand.
If the review is impressive, spread the news to all your social media platforms. You can use the Google search to feel other local businesses and review their services and products. (It never hurts to know how your competitor is doing). If you run a quick scan of your reviews, you can note areas you need to improve yours.
Commit to strengthen your customer care service and bolster those reviews. Consequently, you’ll have a stronger online reputation for your brand.
- Promote your online reviews and request customers for more
Once your customer reviews start improving, it’s time to spread the word around. I mean, blow your trumpet because no one else will! If you compensated a disgruntled client, who’s later happy about how you responded to their complaints, share that conversation set. Post those reviews on all social media pages.
Such a bold step will go a long way to reassure other clients that you care about your customers. You’ll also command respect and trust in your field.
You may also request happy, satisfied, customers to drop a review online. Most of them will be glad to do so. You can build a culture of following up with clients to learn about their experience after procuring your service or purchasing your product. Then, depending on their response, you can ask them to leave a comment on your social media platforms.
Additionally, you can add a video clip, a photo, or slideshows of your former clients. Remember to ask them if going to such lengths is okay with them. This may prevent potential adverse reactions for those who are privy about their social life.
You can use your constant customers as your marketing goodwill ambassadors. For instance, you can request a client to leave a comment on Google, then on Yelp, the next one. The presence of positive comments on multiple platforms increases your score and the authority of your brand.
- Respond to your customer’s issues in real-time
Every digital marketing agency ought to have a reliable system of responding to online customers in real-time. Real-time engagement is essentially crucial when a negative comment is left about your brand.
Empathize with your clients, be genuinely sorry about their frustrations. Use positive, polite language to express your sympathy. However, consider engaging disgruntled clients offline. You can choose to call or email them as you sort their issues. (Washing your dirty linen in public has never been pleasant!)
When you address your customers’ negative reviews immediately, you take charge of the situation and contain a conversation that would otherwise have gone sour. You also win the clients’ trust.
A digital marketing staff can be put in charge of responding to online reviews. Provide a policy of their conduct so that your staff knows how far to engage a client. They also know when to refer them to higher ranking personnel.
If yours is a startup business, take time to monitor comments, reviews, and opinions every day. The feedback on every social media platform and other online website channels should be addressed as soon as they arise. Doing so helps you give immediate feedback to clients waiting to see your reaction on the other end of the keyboard.
- Create many online review profile
An impressive online presence is one of the best ways to generate more positive online reviews. Therefore, it does not hurt to run as many online accounts as possible. You can increase an outstanding online presence through the web.
Create as many online review accounts as you can manage. Add your brand’s official name and open to create accounts through social media forums such as Yelp, Google, LinkedIn, Yellowpages, Facebook, and others that are ideal for your target audience. Do not forget a Twitter account to help you respond to customers’ concerns and queries.
Spreading your online presence and committing to availability ensures potential and existing clients can reach you online, thus, promoting a positive online reputation.
- Use email marketing campaigns, banner ads, and more
There are many ways a web design company can use to improve positive online reviews. Launch email campaigns and include banner ads in your outreach. When sending an email newsletter, remember to include your company’s website for customers to leave their comments.
You can also use your customers’ invoices to market yourself. Add a link at the bottom of the invoices requesting the client leave a review about the product or service extended to them.
Additionally, you can hoist a banner ad on your website that shows testimonials from your clients. You can also put them on your social media sites or links to other external review sites such as Yelp and Google.
These steps will generate organic traffic on your website and ultimately increase your revenue.