With a growing social media presence from businesses, maintaining a positive online reputation is so important for brand’s image and credibility. Google My Business and third-party review sites such as Yelp play an important role on a customers purchasing decisions. In addition, more digital marketers are starting to focus on online reputation management (ORM) because of the impact it can have on a company’s success.
Neil Patel is pretty clear, an effective online reputation management process has the potential to increase sales, build trust and credibility, improve your SEO ranking, recruit new employees and more.
Studies show that 92% of customers are more likely to purchase a product or service after reading a positive online review. Also, positive reviews can act as testimonials during lead acquisition.
On the other hand, 50% of negative reviews make customers question the quality of the business. If you are a business receiving negative online reviews, HOW you respond is critical. It’s important to show off your great customer service here, and who knows they might even change their rating. We recommend responding with a personalized apology to address the issues and concerns the customer has.
Also, try to remember that it’s important to listen to your customers’ complaints so your business can learn and develop.
Online reputation management is ongoing and ultimately involves commitment and expertise. While the task seems daunting, it can have a tremendous payoff for businesses of all sizes.
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