With information easily available on the Internet and social media, it is crucial for your business to look at its current reputation. What are customers saying about you? Are they happy? Do they have criticism or feedback? All it takes is a few negative comments or reviews for other prospective customers or clients to disregard your business. By responding to reviews, comments, and messages, you can ensure your customers feel seen and supported.

What is Reputation Management?

Reputation management involves overseeing how a business is perceived by the public, including reading and responding to online reviews and comments. Having an online presence is a must in today’s day and age. With over 53% of customers turning to search engines, such as
Google, as sources of information for new products, it’s increasingly important to monitor reviews customers may be leaving for your business.

Why Should I Implement Reputation Mangement for My Business?

75% of customers state that they “always” or “regularly” read online reviews, and just 3% of consumers “never” read them. It’s clear how integral online reviews are in a customer’s research journey! With brands becoming more accessible via the Internet and social media, consumers expect these businesses to respond to their online feedback in a timely manner. Replying to reviews, comments, or direct messages will make your customers feel seen and heard. After all, they are the ones keeping you in business by purchasing your products or services!

How Do I Develop a Reputation Management Plan?

First, ask yourself what your business’s current reputation is. Be honest with yourself! Do you have a loyal, happy customer base, or are you experiencing negative feedback? Then, decide what your tone will be when responding to customers. You want to be professional whether you are responding to encouragement or criticism. Make sure you are looking at all facets of your brand’s reputation. This includes reading reviews on Google, Yelp, or other search engines, as well as comments on social media platforms like Facebook and Instagram.

Know How to React in a Crisis

While we all hope that we never find ourselves in this situation, it’s wise to have a plan in place should things go sideways. In the event that a particularly unhappy customer leaves an unpleasant review or comment, decide what tactics your business will take to mitigate the situation in a timely, professional  manner. Consider hiring an agency to help you develop this plan.

Protect Your Business

You believe in what you do. Protect your business’s reputation by taking a close look at your current perception and if there are ways to improve it. Develop a plan for how you will handle feedback, both positive and negative. If you’re feeling stuck, don’t hesitate to reach out to a professional agency to help your business shine online! Our team at Triple-Nine Digital can help.