Reputation Management is the “influencing and controlling of an individual’s or group’s reputation.” Originally more of a public relations effort, with the growth of the Internet and Social Media, search results are now part of a reputation management strategy.
Additionally, Online Reputation Management (ORM) focuses on monitoring and managing online search results, customer reviews and review sites, and Social Media.
A positive reputation comes from online reviews from customers, online comments, and conversations your business has with the customers. A positive Online Reputation will help distinguish your business from your competition and could be the deciding factor in why a consumer chooses your products/services.
Therefore, it is important to have a well-planned Reputation Management Strategy.
There are 3 key components for any Reputation Management Strategy that will help your business get started.
1. Monitor Online Sites
Your business needs to be where the consumers are and watch what they are saying about your products/services. You need to know what is being said. While it is impossible to be everywhere online, there are specific sites that pertain to your business, whether it is by industry or location you need to understand where most of your consumers are and be there too.
Watch the big sites like Facebook and Twitter, check Google Reviews, Yelp, etc. as often as possible. Making sure to respond to all comments and reviews.
2. Develop a Response Plan
Once you can see what consumers are saying about your business you can respond. It’s important to respond to all reviews, comments, etc. helps develop a positive online identity.
However, there are some helpful practices to implement:
Decide which review sites, online message boards, social sites, etc. to monitor.
Designate who will monitor these online sites.
Define comments that will require a response.
Determine how to handle negative reviews/comments.
Appoint someone to deliver the responses.
3. Accentuate the Positive
Build on the positive reviews and comments and be sure that these positive updates are visible to all. 90% of Social Media users are “lurkers” providing positive content for their viewing is important.
90% of consumers say buying decisions are influenced by online reviews.
Word-of-Mouth is a powerful method of recommendation. Encouraging positive reviews and responding to positive reviews will help your business build an honest and good reputation, and an honest reputation is a path to consumer trust and customer loyalty.