Online purchases and referrals are determined by public online reviews. This means that your online reputation matters a great deal to your shoppers and even search engines. Comments and reviews from happy customers, disgruntled shoppers and trolls must all be considered by your marketing team. Your competitors’ reputation in relation to yours matters too. Therefore, you should listen to all of them to make the right business decisions to build your brand and reputation.
You must respond fast to any negative reviews sent your way. Complaints and negative experiences spread like bush fire on the internet compared to any positive news or compliment your business receives. This is humanity’s nature. Have an intelligent crisis management team to overturn the negativity that could affect your business as a result of the negative comment.
Adequate knowledge of the problem is essential before responding and makes the customer your ally. Then you get into an agreement with the disgruntled customer after finding a median between their needs and your business’s.
According to the most recent statistics, Facebook has the biggest number of active viewers in every given month. Your target audience is therefore seated somewhere on Facebook. Ensure that your Facebook page is well optimized and with quality content and graphics on products and news about your company.
3.Do not delete anything
A company like Trignosoft offering online reputation management services in India will always advice against deleting negative reviews and comments UNLESS they are trolls. Deleting negative comments gives a loud impression of something being hidden or covered up; like Public admission of guilt without actually doing anything about it. You should find a way of communicating with the customer and find amicable solutions to the problem.
4.Track All Information with your name on it
Knowledge is agreeably the most powerful tool in life and marketing. Even if you won’t be able to respond to and act on all reviews online, you should act immediately to information about someone spreading negative messages about your business, products or services. Tools like SocialMention, Google Alerts or TweetBinder will help you in that tracking process.
5.Use what you already built
Previous reviews on direct and indirect marketing should be used. Post these past reviews on social media and add review widgets to social sites and websites. You may also create a link to your most recent and the best review e.g. as a pinned post on Twitter.
6.Reveal your SE Rankings
Information about where you rank, what keyword resulted in the ranking and why you are ranked there is important. Tools like the MozBar will show you back links to use for your page to rank higher than others. Never forget to check the negative reviews and how they affect your ranking. SEO tactical maneuvers could be needed. However, avoid using spammy links.
7.Get on Instagram
The photo sharing social platform will give you the chance to interact with customers where you can throw their way funnier and trendier images of your products and happy clients.
In finality, you must never forget to say ‘Sorry’ for negative comments and experiences and/or ‘Thank You’ for the positive review. Respond with constructive feedback and encourage your customers to write positive reviews. Have an official online presence and recruit brand ambassadors. Take control of your online reputation with these tactics, make Google happy with strategic SEO statics and give your customers free information. They will love you!