Did you know that ninety-three percent of consumers say online reviews impact their purchasing decisions? Word travels fast online, making managing your online reputation a challenge. Therefore, it’s not an understatement to say that online reviews can make or break your company’s success.
Properly managing your online reputation will lead to more conversions. When there is a negative review of your business, potential customers are less likely to pay attention to your ads or buy your products. Positive reviews can help make your advertising easier and more effective.
The same applies to email marketing. Before signing up for your mailing list, most users will familiarize themselves with your company. They might think twice before signing up if they see a negative review about your brand.
Here are a few strategies to ensure that your brand is viewed favorably:
Monitor Your Brand
Knowing what people think of your company is the first step towards managing your brand and maintaining a positive reputation. Focus and expand on what your company is doing right. Regularly search multiple platforms for your brand to give you a broader view of your reputation.
Unfortunately, only some of your customers will leave a review unless you request a review from them.
Engage Appropriately With Negative Comments
Nobody likes getting negative reviews. However, you can turn them into positive results with the right attitude. Appropriately and professionally engaging with unhappy customers will improve your image.
We recommend you focus your outreach on the customer’s emotions rather than the direct issues themselves. This has two benefits: You will demonstrate that you care personally and avoid a negative public conversation about your brand.
Be sure to include contact information in your replies. This allows customers to reach out via a more private channel and opens the door to a possible resolution. This technique can help turn the tide for many unhappy users. It can also boost your reputation by demonstrating that your company is proactive in resolving disputes.
Addressing negative reviews takes a bit of time. However, we highly recommend that you invest in the process. Customer service can play a significant role in your reputation. Showing you’re dedicated, even after a purchase is complete, can be vital to gaining and retaining customers.
Tell Your Brand’s Story
Finally, your reputation isn’t just determined by what others say about you. You can take control of the narrative with your marketing strategy.
Start by telling a positive story to your website visitors about what you offer. This can increase customer empathy and boost your recognizability. Your story will separate you from your competitors.
Your online reputation is precious and sometimes volatile. Fortunately, tending to it doesn’t have to be complicated. You can craft a high-quality brand image by understanding how to cater to your customers and remain engaged in the conversation.
Corbec Media is a full-service marketing company and we are here to help you manage your online reputation.